Client Services Operations Lead

1 month ago

Kingston, Ontario, Canada Novari Health Full time

Reports to: VP of Operations

Location: Kingston, Ontario (3x per week on site)

Novari Health, a leader in developing and implementing enterprise-scale software solutions aimed at enhancing patient care accessibility and healthcare delivery, is in search of a skilled Customer Operations Manager to oversee our customer support division.

Key Responsibilities:

  1. Manage the customer support team, providing direction and support to ensure exceptional service across all communication platforms (phone and email).
  2. Formulate and execute strategies to promote outstanding customer service and enhance client loyalty.
  3. Guide, mentor, and inspire the customer service team to deliver effective solutions to client inquiries.
  4. Ensure adherence to relevant employment laws, policies, and performance expectations, fostering a supportive and high-achieving work environment.
  5. Collaborate with cross-functional teams to resolve customer issues, enhance products and services, and promote innovation.
  6. Act swiftly to address and manage escalations.
  7. Recruit, train, and supervise a small team, cultivating a culture of excellence and ongoing improvement.
  8. Enhance customer engagement and retention, taking ownership of customer support performance metrics.
  9. Utilize extensive product and industry knowledge to drive operational efficiency, implementing best practices as necessary.
  10. Establish and manage support systems (e.g., CRM, ticketing systems, knowledge bases) to ensure effective issue tracking and resolution.
  11. Regularly compile and analyze customer support metrics, preparing comprehensive reports for management to identify trends, improvement areas, and successes.
  12. Provide ongoing updates to executive leadership and support teams regarding current customer issues, trends, and escalations, ensuring alignment and prompt resolution.
  13. Monitor and report on client SLA performance, ensuring all contractual obligations are fulfilled and proactively addressing any potential deficiencies.
  14. Drive continuous improvement initiatives within the customer support team by identifying process enhancement opportunities and implementing solutions.
  15. Work closely with product development teams to incorporate customer feedback into product roadmaps, ensuring future releases meet customer needs.
  16. Coordinate with Implementation and Project Management teams to manage support tasks during project transitions, ensuring a smooth handover to ongoing operations.
  17. Draft and disseminate mass communications to clients, such as service updates and important product information, ensuring clear and effective messaging.
  18. Perform additional tasks and responsibilities as assigned by the manager, demonstrating flexibility and a commitment to supporting team and company objectives.

Organizational Responsibilities:

  1. Encourage a solutions-oriented mindset within the team, promoting creative problem-solving and continuous improvement.
  2. Maintain strong relationships with Compliance teams, ensuring adherence to all applicable privacy legislation.
  3. Stay informed about employment legislation and ensure the team follows best practices.
  4. Adhere to all company policies and procedures, setting a positive example for the team.
  5. Be prepared to travel if necessary, maintaining an updated passport.
  6. Actively contribute to creating an inclusive and supportive team environment where all members feel valued and respected.

Education & Experience:

  1. Completion of a college or university program in Business Administration, Computer Science, Computer Programming, or equivalent work experience.
  2. Ongoing professional development to remain current with industry standards.
  3. A minimum of 5 years of experience with increasing levels of leadership responsibility and significant experience in leading and developing teams.
  4. A customer-centric approach in all decision-making, with the ability to identify new opportunities and ensure the customer’s voice is heard.
  5. A problem-solving mindset with the capability to identify and implement scalable support-related tools and solutions.

Working Conditions:

  1. Prolonged periods of sitting may be required.
  2. Extended periods of time spent viewing a computer monitor and keyboarding.
  3. Work under tight deadlines, managing multiple and rapidly changing priorities.
  4. Interact with internal and external stakeholders regularly.
  5. Open office layout may result in noise and a continuous flow of people around the workspace.
  6. Travel (overnight) may be required as necessary.

Hours of Work:

  1. Support hours are defined as operationally required.
  2. This position may necessitate working various shifts, including days, evenings, or nights, to potentially provide 24/7 support to clients.
  3. Employee is designated as an "on-call" staff member, responsible for responding to after-hours support calls within 1 hour of initial contact when designated as on-call.
  4. Expected to work from the Kingston office for a minimum of 3 days per week, with the option to work remotely for 2 days.
  5. Minimum weekly hours of work is 40, unless otherwise agreed upon with the manager.
  6. Additional hours, including weekends, may be required.

To Apply:

We are expanding into new markets and transforming the healthcare industry. Please submit a resume, cover letter, and a list of references with salary expectations. Only candidates selected for an interview will be contacted. Our organization is committed to inclusive and accessible employment practices. If you require an accommodation to fully participate in the hiring process, please notify the Recruitment Team.

  • Lead Client Service Manager

    2 weeks ago

    Kingston, Ontario, Canada TD Full time

    Job Summary:We are seeking a highly skilled and experienced Client Service Manager to lead our team of Client Service Associates in delivering exceptional client experiences. As a Client Service Manager, you will be responsible for leading a team of professionals in providing holistic discovery and planning to high-net worth and ultra-high-net client...

  • Lead Client Service Manager

    3 weeks ago

    Kingston, Ontario, Canada TD Full time

    Job Summary:We are seeking a highly skilled and experienced Client Service Manager to lead our team of Client Service Associates in delivering exceptional client experiences. As a Client Service Manager, you will be responsible for leading a team of professionals in providing holistic discovery and planning to high-net worth and ultra-high-net client...

  • Food Service Operations Lead

    1 month ago

    Kingston, Ontario, Canada Aramark Full time

    Lead and Inspire a Team of Food Service ProfessionalsAramark is seeking a dedicated and experienced Food Service Supervisor to join our dynamic team. In this role, you will play a vital part in ensuring the smooth operation of our food service operations, delivering exceptional customer experiences while maintaining high standards of quality and...

  • Retail Service Assessor

    1 month ago

    Kingston, Ontario, Canada C3 Client Satisfaction Full time

    Customer Experience Evaluator RoleC3 Client Satisfaction is seeking a dedicated Customer Experience Evaluator to assess service quality and store conditions within retail environments. This role entails generating detailed reports, performing undercover evaluations, and compiling insightful feedback. The ideal candidate should possess prior experience in...

  • Senior Manager, Client Services

    3 weeks ago

    Kingston, Ontario, Canada TD Full time

    About the Role:We are seeking a highly skilled and experienced Senior Manager, Client Services to join our team at TD. As a Senior Manager, Client Services, you will be responsible for leading a team of Client Service Associates and other support staff in a fast-paced Center, ensuring a positive working environment, effective change management, consistent...

  • Senior Manager, Client Services

    3 weeks ago

    Kingston, Ontario, Canada TD Full time

    About the Role:We are seeking a highly skilled and experienced Senior Manager, Client Services to join our team at TD. As a Senior Manager, Client Services, you will be responsible for leading a team of Client Service Associates and other support staff in a fast-paced Center, ensuring a positive working environment, effective change management, consistent...

  • Senior Client Service Manager

    3 weeks ago

    Kingston, Ontario, Canada CareerBeacon Full time

    Job Summary:We are seeking a highly skilled and experienced Senior Client Service Manager to lead our Investment Management team. As a key member of our team, you will be responsible for delivering exceptional client experiences and driving business growth.Key Responsibilities:Lead a High-Performing Team: Manage and develop a team of experienced...

  • Senior Client Service Manager

    3 weeks ago

    Kingston, Ontario, Canada CareerBeacon Full time

    Job Summary:We are seeking a highly skilled and experienced Senior Client Service Manager to lead our Investment Management team. As a key member of our team, you will be responsible for delivering exceptional client experiences and driving business growth.Key Responsibilities:Lead a High-Performing Team: Manage and develop a team of experienced...

  • Manager Client Services II

    4 weeks ago

    Kingston, Ontario, Canada TD Bank Full time

    Work Location:CanadaHours:37.5Line of Business:TD WealthPay Details:We're committed to providing fair and equitable compensation to all our colleagues. As a candidate, we encourage you to have an open dialogue with a member of our HR Team and ask compensation related questions, including pay details for this role.Job Description:Private Wealth Management...

  • Client Service Associate

    1 week ago

    Kingston, Ontario, Canada TD Bank Full time

    Job SummaryWe are seeking a highly skilled and detail-oriented Client Service Associate to join our team at TD Private Wealth Management. As a Client Service Associate, you will provide dedicated administrative support to our Investment Advisors and teams, ensuring seamless client experiences and exceptional service delivery.Key ResponsibilitiesPrepare and...

  • Client Service Associate

    1 week ago

    Kingston, Ontario, Canada TD Bank Full time

    Job SummaryWe are seeking a highly skilled and detail-oriented Client Service Associate to join our team at TD Private Wealth Management. As a Client Service Associate, you will provide dedicated administrative support to our Investment Advisors and teams, ensuring seamless client experiences and exceptional service delivery.Key ResponsibilitiesPrepare and...

  • Client Service Associate

    1 week ago

    Kingston, Ontario, Canada TD Bank Full time

    Job SummaryWe are seeking a highly skilled and detail-oriented Client Service Associate to join our team at TD Private Wealth Management. As a Client Service Associate, you will provide dedicated administrative support to our Investment Advisors and teams, ensuring seamless client experiences and exceptional service delivery.Key ResponsibilitiesPrepare and...

  • Food Service Team Lead

    7 days ago

    Kingston, Ontario, Canada J.E. Agnew Food Services Ltd. Full time

    Job Title: Food Service SupervisorWe are seeking a highly motivated and experienced Food Service Supervisor to join our team at J.E. Agnew Food Services Ltd.Job Summary:The Food Service Supervisor will be responsible for overseeing the daily operations of our food service department, ensuring that high-quality food and excellent customer service are provided...

  • Food Service Team Lead

    7 days ago

    Kingston, Ontario, Canada J.E. Agnew Food Services Ltd. Full time

    Job Title: Food Service SupervisorWe are seeking a highly motivated and experienced Food Service Supervisor to join our team at J.E. Agnew Food Services Ltd.Job Summary:The Food Service Supervisor will be responsible for overseeing the daily operations of our food service department, ensuring that high-quality food and excellent customer service are provided...

  • Client Service Coordinator

    3 weeks ago

    Kingston, Ontario, Canada Paladin Security Full time

    Job SummaryWe are seeking a highly skilled and organized Resource Coordinator to join our team at Paladin Security. As a key member of our Client Service group, you will be responsible for coordinating resources and scheduling to ensure seamless service delivery to our clients.Key ResponsibilitiesStrategically identify open shifts and work with our Client...

  • Client Service Coordinator

    3 weeks ago

    Kingston, Ontario, Canada Paladin Security Full time

    Job SummaryWe are seeking a highly skilled and organized Resource Coordinator to join our team at Paladin Security. As a key member of our Client Service group, you will be responsible for coordinating resources and scheduling to ensure seamless service delivery to our clients.Key ResponsibilitiesStrategically identify open shifts and work with our Client...

  • **Manager Client Services II

    3 weeks ago

    Kingston, Ontario, Canada CareerBeacon Full time

    About the Role:We are seeking an experienced Client Services Manager to lead a team of highly skilled support staff in our Private Wealth Management division. As a Client Services Manager, you will be responsible for leading a team of Private Client Service Associates (PCSA) and other Centre support staff, contributing to the process of setting performance...

  • **Manager Client Services II

    3 weeks ago

    Kingston, Ontario, Canada CareerBeacon Full time

    About the Role:We are seeking an experienced Client Services Manager to lead a team of highly skilled support staff in our Private Wealth Management division. As a Client Services Manager, you will be responsible for leading a team of Private Client Service Associates (PCSA) and other Centre support staff, contributing to the process of setting performance...

  • Client Service Representative

    7 days ago

    Kingston, Ontario, Canada BMO Full time

    Job SummaryWe are seeking a highly skilled and motivated Client Service Assistant to join our team at BMO. As a Client Service Assistant, you will play a critical role in supporting our Investment Advisors and branch operations with day-to-day administration and providing exceptional client service to achieve business objectives.Key...

  • Client Service Representative

    1 week ago

    Kingston, Ontario, Canada BMO Full time

    Job SummaryWe are seeking a highly skilled and motivated Client Service Assistant to join our team at BMO. As a Client Service Assistant, you will play a critical role in supporting our Investment Advisors and branch operations with day-to-day administration and providing exceptional client service to achieve business objectives.Key...