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Client Services Manager
2 weeks ago
About FNCIAS
First Nations Capital and Infrastructure Agency of Saskatchewan is a non-profit organization that exists exclusively to support Saskatchewan First Nation communities to plan, procure, own, and manage their infrastructure assets on their lands. Our vision is "Empowered, connected, and thriving First Nations built on sustainable infrastructure and healthy homes for present and future generations" and with that vision in mind we recognize the considerable importance of our most important resource, our employees.
Position Description
Title: Client Services Manager
Reports To: VP Corporate Services and Business Development
Location: Saskatoon, SK
Position Type: Permanent Full-time
Position Summary
Reporting to the VP, Corporate Services and Business Development, the Client Services Manager
will oversee and execute all aspects of the Client Services Team within FNCIAS. This role is a key part of the FNCIAS business case and is responsible for executing the Member Nation Engagement & client Services goals. The manager will lead the team in providing high-quality, culturally grounded service to Saskatchewan First Nations Communities. The ideal candidate will be an empathetic and experienced leader with a deep and demonstrable understanding of Indigenous culture, governance, and history in Canada. The role requires keen attention to detail, careful and measured action, and the ability to manage multiple priorities and meet deadlines.
Key Responsibilities and Accountabilities
Member Nation Engagement & Relationship Management
· Serves as the primary point of contact for First Nations, fostering strong, trusted and reciprocal relationships.
· Oversee ongoing membership development and engagement as a key foundation for the FNCIAS Service Model.
· Act as a liaison between Member Nations, the consulting industry, and government (as needed) during scope development, procurement, and project execution.
· Gather input from Member Nations on high-risk or high-value procurements to ensure alignment with community values, needs, and priorities.
· Provide leadership in the development of service policies and programs, ensuring they are culturally appropriate and support FNCIAS's strategic Plan.
Capacity Development & Technical Support
· Support Member First Nations' self-determined delivery of housing and infrastructure through providing templates for job descriptions, employment contracts, and human resource policies.
· Provide ongoing training and support for the utilization of digital platforms and tools, such as the GIS First Nations Portal and Asset Management Software, by First Nations members and their staff.
· Facilitate workforce planning centralized supports for Member Nations around priority infrastructure and housing job areas.
· Provide Support to Member Nations in various technical processes, including asset management planning, project management training, and housing construction support.
Communications & Reporting
· Manage the FNCIAS communication strategy with Member Nations, ensuring clear, culturally appropriate notices and plain-language information.
· Collaborate with communities to co-develop and showcase success stories and community-led visibility through FNCIAS digital channels, publications, and events.
· Offer templates, advisory services and coaching to support Member Nations in managing housing or infrastructure-related issues and protection trust/reputation.
· Provide support for centralized reporting to ensure access to data aligned with Nation needs and to simplify processes for Band office staff.
· Generate regular reports on client services activities, costs, progress, initiative results, providing insights for decision-making at both the regional and community levels.
Qualification and Experience
- Bachelor's degree in Indigenous Studies, Business Administration, Communications, or a related field (or equivalent experience).
- Previous experience in a leadership role overseeing and executing client services or engagement programs.
- Demonstrated experience in a role requiring a deep and demonstrable understanding of Indigenous culture, governance, and history in Canada.
- Experience in, or knowledge of, improving housing and infrastructure outcomes on reserve lands is mandatory.
- Exceptional leadership skills with the ability to lead, motivate, and mentor a team.
- Strong analytical, problem-solving, and conflict resolution skills.
Desirable Experience and Qualities
- Strong Facilitation, communication, and relationship-building skills.
- Demonstrated knowledge of First Nations cultural values, traditions, governance structures and community priorities in Saskatchewan
- Ability to work collaboratively and maintain a high level of integrity and ethics.
- Ability to work independently and prioritize tasks efficiently.
- Ability to travel within Saskatchewan and occasionally work evenings or weekends to accommodate community schedules.
· Proficiency in Microsoft Office Suite.
As an Indigenous-owned organization, FNCIAS strives to create a welcoming environment for all, and to continue creating opportunities for Indigenous persons within our industries.
Preference may be given to qualified Indigenous (First Nations, Inuit, Metis) candidates.
