Client Solutions Team Manager (Surrey)

As the Client Solutions Manager, you will serve as a strategic leader overseeing the comprehensive end-to-end client lifecycle. You will direct high-performing teams across Onboarding, Credit Operations, Retention, and Client Solutions to uphold a "best-in-class" service standard.

Your core mission is to instill a culture of First Call Resolution (FCR), expertly balancing peak operational efficiency with ambitious revenue growth and retention targets. This role demands a data-centric leader who is as comfortable navigating technical workflows as they are managing high-stakes client relationships.

You will be working full-time in office, in Downtown Toronto off of King and Union Station. Monday-Friday: 9:00-5:30pm, some flexibility may be required.

Primary Responsibilities

• Performance Coaching & Mentorship: Dedicate the majority of your time to hands‑on coaching, driving improvements in the client journey and overall KPI attainment.
• Retention Management & Strategies: 50% of role is retention management within the team and speaking to clients.
• Operational Management: Direct the daily operations and reporting for the Onboarding, Credit, and Solutions teams to ensure a frictionless transition from the point of sale to active client status.
• FCR Strategy: Champion a First Call Resolution framework across all communication channels to reduce client effort and maximize satisfaction scores.
• Quality & Development: Execute structured individual coaching and team performance reviews. Identify skills gaps with a focus on Quality Assurance (QA), Customer Satisfaction (CSAT), and long‑term professional growth.
• Workforce Oversight: Monitor live telephony metrics—including On‑Queue adherence and Average Handle Time (AHT)—to ensure consistent compliance with Service Level Agreements (SLAs).
• Churn Mitigation: Analyze patterns in cancellations or account inactivity to design and deploy proactive "save" strategies and continuous service enhancements.
• Executive Reporting: Curate detailed performance dashboards for the SVP of Client Solutions and the Senior Leadership team, providing visibility into retention rates, revenue generation, collections, and departmental health.
• Root Cause Analysis: Investigate client interaction trends to ensure all touchpoints are handled with professional courtesy, accuracy, and speed.
• Escalation Management: Act as the final internal point of contact for complex client issues, resolving grievances through superior experience design.
• Reputation Management: Directly address and resolve high‑visibility negative experiences, including those originating from Social Media platforms.
• Front‑line Engagement: Lead from the front by taking live calls regularly, ensuring you remain proficient in internal systems and connected to current client sentiment.

Required Experience

• Industry Expertise: A minimum of 5+ years of experience within a high-volume Call Centre or Contact Centre environment.
• Leadership Track Record: 5+ years of direct people management experience, specifically leading professional-level teams.

Candidate Profile

• Cross-Functional Leadership: Proven success collaborating with senior executives and inter-departmental teams to optimize operational metrics and retention.
• Team Development: A demonstrated ability to mentor and manage diverse functions, including Onboarding specialists, Retention experts, and Credit Operations staff.
• Data Storytelling: A robust analytical background with the ability to translate complex data sets into clear, actionable narratives for stakeholders.
• Agility: A resilient, "can‑do" mindset with the capacity to thrive in a high-growth, rapidly evolving environment.
• Communication Excellence: Exceptional time management skills and the ability to distill complex information into concise, persuasive presentations.
• Innovation: A forward-thinking approach to problem-solving, consistently introducing fresh ideas to stabilize retention and unlock future growth opportunities.

Perks and Advantages

• Day off on your birthday
• Enhanced Benefits with Health and Dental Coverage
• We offer a Registered Retirement Savings Plan (RRSP) Matching Program
• Downtown Location
• Vacation Days increase after 2 and 5 years’ service