Position Summary
The Manager, Client Services leads the administrative team and owns the day-to-day delivery of administrative work supporting our clients. This is a hands-on leadership role: the Manager sets expectations, manages workload and performance, and ensures client deliverables are accurate, timely and consistent. Working closely with the Director of Corporate Group Benefits, the Manager keeps administrative support aligned with Account Management priorities, manages handoffs with other departments, and continuously improves how the team works.
Key Responsibilities
Client Service & Workflow Management
- Oversee administrative workflows so client deliverables, reports and briefs are accurate and completed within established timelines.
- Maintain visibility of incoming new business and coordinate administrative support through implementation, including handoffs with other departments.
- Partner with the Director to align administrative support with Account Management priorities and upcoming client deliverables.
- Monitor client service activities against established standards, including reviews and renewals; address administrative gaps and escalate Account Management gaps to the Director.
- Resolve administrative workflow issues and coordinate with other departments where their action is required.
- Maintain client service templates, tools and administrative resources.
- Build strong working relationships across the administrative team, Account Managers and GRS to support a consistent and seamless client service experience.
Performance & Continuous Improvement
- Track and report on departmental KPIs set with the Director, including productivity, turnaround times and capacity.
- Keep the Director informed of service risks, recurring issues and capacity constraints, and take action to address them.
- Ensure policies, procedures and service standards are consistently followed by the team.
- Own and improve administrative workflows within Client Services, with changes approved by the Director.
- Review proposed changes affecting systems, other departments or company policies with the Manager of People & Operations before implementation.
- Lead the team through approved changes, including training and communication.
Team Leadership & People Management
- Lead the administrative team, setting clear expectations, priorities and accountability.
- Hold regular one on ones and conduct annual performance reviews, providing ongoing coaching, feedback and development.
- Manage day to day performance, attendance and conduct, partnering with the Manager of People & Operations on formal matters such as written warnings, performance improvement plans, investigations and terminations.
- Deliver role specific training and cross training to build capability, coverage and continuity.
- Allocate workload based on capacity and priorities.
- Identify staffing needs, recommend resourcing to the Director, and participate in recruitment and selection for the team.
What you Bring
- Minimum five years of group benefits experience, preferably within an insurance brokerage or consulting firm.
- At least two years of people-management experience, with demonstrated success coaching, developing and holding employees accountable.
- Strong understanding of group benefits administration, client service delivery and related workflows.
- Experience conducting performance reviews and addressing employee performance concerns.
- Ability to manage competing priorities, allocate workloads and monitor service standards and team performance.
- Strong communication, organizational, attention to detail and problem-solving skills, with the ability to work effectively across departments.
- Proficiency with CRM systems and Microsoft Office.
- Must have a valid driver’s licence and access to a car.
Nice to Have
- GBA or CEBS designation
- Life Licence (LLQP), or willingness to obtain within 6 months of hire.
Why This Role Stands Out
- Hybrid work flexibility (2x/week in office)
- Paid time off between Christmas and New Year’s
- Employer‑paid benefits and RRSP matching
- Mental health programs
- Quarterly fun social events
- Ongoing professional development and growth support
- A collaborative consulting environment with exposure to a diverse client portfolio
This position is net new within our Client Services department.
Salary: $90k - $120k
Who We Are?
PACE is one of the largest independent benefits and insurance brokers in Canada, providing industry‑leading group benefits, group retirement, voluntary benefits, and individual insurance solutions. Since 1993, we’ve delivered trusted consulting and brokerage services to organizations across the country. With access to all major insurance carriers and a reputation built on integrity, innovation, and client‑focused service, we help employers design benefit programs that truly make a difference.
PACE Consulting Benefits & Pensions Ltd. welcomes and encourages applications from people with disabilities and is committed to creating a diverse workplace. We are an equal opportunity employer. Accommodations are available upon request for candidates participating in all aspects of the selection process.
For accommodation requests, please contact hr@paceconsulting.com
