Client Services Manager
Client Services Manager
"Building financial foundations for families to empower them today and leave a legacy for tomorrow.”
Experior Financial Group is looking for a strategic, results-driven Client Services Manager to lead and continuously elevate our Client Services department. This role holds end-to-end accountability for policy servicing operations, carrier relationships, service delivery, and team performance, with a strong focus on operational excellence, automation, and the overall agent experience.
The successful candidate will build a high-performing, technology-enabled team capable of delivering timely, accurate, and scalable support across the full policy servicing lifecycle, while cultivating a culture of accountability, innovation, and continuous improvement.
Responsibilities:
- Lead, coach, and develop the Client Services team through hiring, onboarding, training, performance reviews, development planning, and employee engagement initiatives.
- Develop annual departmental goals, workforce plans, service strategies, and operational roadmaps aligned with corporate objectives.
- Oversee all policy servicing functions including AOR changes, Letters of Direction, ownership changes, beneficiary changes, carrier transfers, orphan policy management, and policy maintenance requests.
- Monitor workloads, staffing requirements, and capacity planning to ensure service levels are maintained during periods of growth.
- Serve as the primary escalation point for complex servicing issues, carrier concerns, agent complaints, and cross-functional operational challenges.
- Build strong carrier relationships and collaborate on improvements that enhance the client and agent experience.
- Partner with Contracting, New Business, Commissions, Broker Support, Compliance, IT, Accounting, and Leadership teams.
- Develop, document, and maintain SOPs, workflows, training materials, knowledge articles, and carrier reference guides.
- Lead process improvement initiatives focused on reducing cycle times, increasing accuracy, and improving scalability.
- Identify, evaluate, and implement AI, automation, and technology solutions that improve efficiency and service delivery.
- Establish quality assurance standards, audit completed work, identify trends, and implement corrective actions.
- Ensure compliance with carrier requirements, privacy regulations, and company policies while mitigating operational risk.
- Utilize dashboards, reporting, and business intelligence tools to support data-driven decision-making.
- Create agent education resources and communication processes designed to reduce servicing errors and incomplete submissions.
- Provide executive leadership with KPI reporting, recommendations, forecasts, and strategic initiatives.
Qualifications:
- 5-7 years of progressive experience in life insurance, insurance operations, wealth management, or financial services operations.
- 3+ years of leadership or management experience.
- Strong knowledge of life insurance policy servicing practices and carrier requirements.
- Experience managing KPIs, SLAs, operational reporting, and team performance.
- Experience leading operational transformation initiatives.
- Experience with workflow automation tools and AI technologies.
- Knowledge of multiple carrier servicing requirements and procedures.
- Excellent written, verbal, organizational, and project management skills.
- Strong analytical, problem-solving, and decision-making capabilities.
- Experience developing SOPs and operational documentation.
- Must reside and be authorized to work in Canada.
What Experior Financial Group Inc. can offer you:
- Competitive compensation and a comprehensive total rewards package, including anemployee groupsavingsprogram, andgroupbenefits coverage (health,vision,dental, disability, and life insurance), as well as access to mental health supports and an Employee Assistance Program.