Lead strategic client operations as a Client Solutions Manager in Downtown Toronto. Oversee onboarding, retention, and cross-functional team performance to reach ambitious service standards.
This full-time office role focuses on managing high-performing teams to deliver a best-in-class client experience. You will drive retention management strategies, ensuring seamless operations across Credit, Onboarding, and Client Solutions. Your mission includes enhancing client satisfaction through First Call Resolution initiatives.
Key Responsibilities:
• Coach and mentor teams to improve client journeys
• Manage retention strategies directly with clients
• Direct daily operations and performance reporting
• Champion First Call Resolution across communication channels
• Execute team performance reviews and skill gap assessments
Requirements:
• Minimum 5 years in high-volume call center environments
• At least 5 years of people management experience
• Proven cross-...