Manager, Client Services
7 months ago
**Primary responsibilities**:
- Responsible for the day to day operation and management of the Client Services team
- Responsible for the identification and resolution of errors in processing for all lender programs
- Collaborates extensively with Customers, Business Optimization, IT and internal stakeholders to identify and implement opportunities to increase efficiency
- Responsible for the operational deliverables on key projects
- Administer standard and ad hoc reporting requirements
- Recommend and coordinate required changes based on process analysis.
- Proactive management and communication of issues, escalations and impediments related to operational deliverables to the AVP, Client Services
- Proactive, regular communication on Service Levels, Volumes, Customer irritants
- Ensure all instruction, document delivery and review processes are fully documented and communicated
- Identifies training gaps and researches training ideas for support staff
- Responsible for meeting department productivity and quality goals and to advise management of any suggestions for improving process to create efficiencies.)
- Manages recruitment, performance evaluation and coaching
- Oversees staff orientation, learning and development plans in accordance with FNF Canada policy, procedure and guidelines
- Provides supervision to all team members and manages in a manner that motivates, guides and directs employees in FNF Canada values, objectives and performance expectations; maintains a work environment that expects fairness, consistency, respect and approachability while promoting staff participation, team work and positive employee relations
- Leads regular team meetings to set goals and monitor team performance and engages the team in successful accomplishment of goals
- Provides leadership for the operational success of the Client Services team and provides supportive leadership through periods of change
**Qualifications**:
- Minimum of five (5) years of progressive experience in financial services; preferably in a legal department
- Minimum of three (3) years’ experience in managing and leading a team
- In-depth working knowledge of the Microsoft Office Suite (Microsoft Word, Outlook, Excel, Power Point, Project and Visio)
- Strong team player, positive attitude, takes initiative, and willing to help achieve success
- Strong ability to learn quickly, strong customer focus, experience with cross organizational/cross-discipline delivery partners and adapt to change in business landscape and working environment.
- Ability to confirm objectives and drive them according to plan with a minimum supervision.
- Excellent written and oral presentation skills, able to present training materials to various levels and groups
- Conflict resolution and negotiation skills, superior interpersonal, organizational, and client-facing skills
**Job Types**: Full-time, Permanent
**Benefits**:
- Casual dress
- Company events
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- On-site parking
- RRSP match
- Work from home
Work Location: Hybrid remote in Mississauga, ON L5T 2X9
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