The Client Service Manager will lead business process improvement and operational excellence initiatives that drive efficient, effective day-to-day operations within the Contact Centre. This role plays a key part in transforming client interactions into exceptional service experiences through data-driven decision-making, customer experience analytics, and cross-functional collaboration. The ideal candidate is client-focused, technologically adept, and brings deep expertise in service delivery, survey methodology (CSAT, CES, NPS), and interpreting client feedback across multiple channels to inform strategic enhancements within a fast-paced financial services environment.
Key Responsibilities
• Manage overall service delivery to achieve agreed performance targets, uphold service level agreements (SLAs), and contribute to the broader business goals of CI Investments and Assante Wealth Management.
• Lead and execute initiatives to improve Contact Centre processes, enhance operational efficiency, and deliver excellent client service experiences.
• Map and evaluate key service processes to identify inefficiencies, risks, and improvement opportunities that support long-term operational and client-centric goals.
• Ensure strong controls and monitoring mechanisms are in place to proactively identify and mitigate potential financial and reputational risks.
• Leverage data and analytics to gain insights into client interactions, informing service enhancements and decision-making.
• Develop, track, and report on the status of service improvement projects and operational initiatives, ensuring timelines, scope, and deliverables are consistently met.
• Collaborate closely with internal stakeholders including Client Services, CX, Online Services, Back Office, and other functional teams to resolve issues, align objectives, and maintain a culture of continuous improvement.
• Support the Director, Service Enablement, in developing and implementing business strategies and service enhancements that align with evolving client expectations and organizational goals.
Minimum 5 years of experience in financial services, including at least 2–3 years in client services, contact centres, wealth management, investment or banking environments.
• Contact Centre leadership experience is required, including strong knowledge of workforce management, quality assurance, performance coaching, and knowledge management.
• Experience in service delivery management, with a proven track record of meeting performance targets and managing KPIs and SLAs.
• Demonstrated ability to work with raw data sets to develop tracking and reporting frameworks, with expert-level Microsoft Excel skills.
• Hands-on experience working with delivery partners to implement and configure Salesforce or similar platforms, ensuring business requirements are met and user experience is optimized.
• Experience implementing and supporting client service technologies, including omnichannel platforms and CRM systems.
• Strong knowledge of investment products, financial planning, regulatory compliance, and risk management.
• A passion for leveraging technology solutions to drive operational efficiency and deliver exceptional performance.
• Proven ability to implement and manage KPIs, SLAs, and other performance indicators that support business outcomes and prevent financial loss, collaborating effectively across different stakeholders and partners
• Strong communication skills, verbal, written, and presentation, capable of engaging stakeholders at all levels.
• Strong organizational skills with a sense of urgency and attention to detail in fast-paced performance-based environments.
• Highly innovative, analytic thinker with a curiosity-driven approach to data, capable of turning data into strategic actions.
• Collaborative leadership style with the ability to work cross-functionally and drive change through influence and teamwork.
• Proficient in Customer Experience (CX) analytics and survey methodologies (CSAT, CES, NPS), with expertise in multi-channel deployment (email, SMS, in-app, IVR, chatbot), timing strategies, and interpreting client feedback to identify pain points, improve satisfaction, and drive strategic, data-informed service enhancements.
Together, as owners, let’s turn meaningful insights into action.
Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…
You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.
Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.
You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our team—one of the largest IT and business consulting services firms in the world.