Manager, Client Services

FNF Canada, a division of Fidelity National Financial, is one of the country’s largest providers of title insurance and ancillary services is a leading service provider to financial institutions around mortgage processing, tax and appraisal services. We pride ourselves on our relentless focus on enhancing the value of our services to our clients through continuous improvement and innovation.
Reporting to AVP, Client Services, the ideal candidate will be a client focused, highly professional self-starter with extensive experience in Customer Service, Operations and People Management within the real estate and mortgage industries.
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, teamwork 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
We may use
AI‑assisted tools
to help screen or assess applications;
however, all hiring decisions include
human review.
FNF Canada offers a competitive compensation and benefits package along with career growth opportunities with a Fortune 500 Company. We thank all candidates for their interest but only those selected for an interview will be contacted.
Total compensation package $77,000 to $110,000 inclusive of performance-based bonus.
Compensation will be commensurate with experience, relevant skills, and qualifications.Disclaimer:FNF Canada is an equal opportunity employer. Accessibility accommodations for candidates with disabilities participating in our selection process are available upon request.
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