Client Services Manager

First Nations Capital; Saskatoon; On-site; CAD 70,000 - 90,000; Full time

Job summary

A community-focused non-profit organization seeks a Client Services Manager in Saskatoon, SK. The ideal candidate will lead the Client Services Team to provide high-quality support for Saskatchewan First Nations communities, leveraging their expertise in Indigenous culture and governance. This permanent, full-time position requires significant leadership experience, excellent analytical skills, and a passion for community engagement.

Qualifications

• 5+ years in a leadership role overseeing client services or engagement programs.
• Deep understanding of Indigenous culture and governance in Canada.
• Experience improving housing and infrastructure outcomes on reserve lands.

Responsibilities

• Oversee and execute all aspects of the Client Services Team.
• Serve as the primary contact for First Nations.
• Manage communication strategy with Member Nations.

Skills

Leadership skills

Analytical skills

Problem-solving skills

Relationship-building skills

Education

Bachelor's degree in Indigenous Studies, Business Administration, or related field

Tools

Microsoft Office Suite

Job description

About FNCIAS

First Nations Capital and Infrastructure Agency of Saskatchewan is a non-profit organization that exists exclusively to support Saskatchewan First Nation communities to plan, procure, own, and manage their infrastructure assets on their lands. Our vision is “Empowered, connected, and thriving First Nations built on sustainable infrastructure and healthy homes for present and future generations” and with that vision in mind we recognize the considerable importance of our most important resource, our employees.

Position Description

Title: Client Services Manager

Reports To: VP Corporate Services and Business Development

Location: Saskatoon, SK

Position Type: Permanent Full-time

Position Summary

Reporting to the VP, Corporate Services and Business Development, the Manager of Client Services will oversee and execute all aspects of the Client Services Team within FNCIAS. This pivotal role is central to the FNCIAS business case and is responsible for achieving the Client Services Goals. The Manager will lead the team in providing high-quality, culturally-grounded service to Saskatchewan First Nations communities.

The ideal candidate is an empathetic, experienced leader with a deep and demonstrable understanding of Indigenous culture, governance, and history in Canada. The role requires meticulous attention to detail, careful and measured action, and the ability to manage multiple priorities and meet deadlines effectively.

Key Responsibilities and Accountabilities

The Manager of Client Services is responsible for leading the day-to-day engagement, communication, and capacity development initiatives for Member Nations.

Member Nation Relationship Management

• Serve as the primary point of contact for First Nations, fostering strong, trusted, and reciprocal relationships.
• Oversee ongoing membership development and engagement as a core foundation of the FNCIAS service model.
• Act as a key liaison between Member Nations, the consulting industry, and government (as needed) during scope development, procurement, and project execution.
• Gather input from Member Nations on high-risk or high-value procurements to ensure alignment with community values, needs, and priorities.

Capacity Development & Technical Support

• Support member First Nations' self-determined delivery of housing and infrastructure by providing templates for job descriptions, employment contracts, and human resource management policies.
• Provide ongoing training and support for the utilization of digital platforms and tools, such as the GIS First Nation Portal and Asset Management Software, by First Nations members and their staff.
• Facilitate centralized workforce planning supports for Member Nations around priority infrastructure and housing job areas.
• Provide technical guidance to Member Nations in various processes, including asset management planning, project management training, and housing construction support.

Communications, Reporting, and Public Relations

• Manage the FNCIAS communication strategy with Member Nations, ensuring clear, culturally-appropriate notices and plain-language information.
• Collaborate with communities to co-develop and showcase success stories and community-led visibility through FNCIAS digital channels, publications, and events.
• Offer templates, advisory services, and coaching to support Member Nations in managing housing or infrastructure-related issues and protecting trust/reputation.
• Provide support for centralized reporting to ensure access to data aligned with Nation needs and to simplify processes for Band office staff.

Qualifications and Experience

Essential Requirements

• Bachelor's degree in Indigenous Studies, Business Administration, Communications, or a related field (or equivalent experience).
  
• Previous experience in aleadership role overseeing and executing client services or engagement programs (e.g., Client Services, Account Management, or Member Relations). A minimum of 5 years of progressive management experience is preferred.
• Demonstrated experience in a role requiring a deep and demonstrable understanding of Indigenous culture, governance, and history in Canada.
• Experience in, or knowledge of, improving housing and infrastructure outcomes on reserve lands is mandatory.
• Exceptional leadership skills with the ability to lead, motivate, and mentor a team.
• Strong analytical, problem-solving, and conflict-resolution skills.

Desirable Experience and Qualities

• Strong facilitation, communication, and relationship-building skills.
• Demonstrated knowledge of First Nations cultural values, traditions, governance structures, and community priorities in Saskatchewan.
• Ability to work collaboratively and maintain a high level of integrity and ethics.
• Ability to work independently and prioritize tasks effectively.
• Ability to travel within Saskatchewan and occasionally work evenings or weekends to accommodate community schedules.
• Proficiency in Microsoft Office Suite.

Employment Equity

As an Indigenous-owned organization, FNCIAS strives to create a welcoming environment for all, and to continue creating opportunities for Indigenous persons within its industries. Preference may be given to qualified Indigenous (First Nations, Inuit, Métis) candidates.