Manager, Client Services

Fidelity National Financial, Inc.; Mississauga; On-site; CAD 77,000 - 110,000; Full time

Job summary

FNF Canada is seeking an experienced leader to manage the Client Services team, driving accuracy in processing for lender programs and delivering operational excellence. You will collaborate with customers, IT and internal stakeholders to identify efficiency opportunities and oversee reporting and training initiatives.

Reporting to the AVP, Client Services, you will recruit, coach and develop staff, set goals, monitor performance and lead the team through changes while ensuring high service

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.
• Strong working knowledge of the Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, Project and Visio).
• Excellent written and oral presentation skills.
• Conflict resolution and negotiation skills.
• Ability to adapt to change and work with cross-functional partners to deliver outcomes.

Responsibilities

• Oversee day-to-day operation and management of the Client Services team.
• Identify and resolve errors in processing for all lender programs.
• Collaborate with Customers, IT and stakeholders to improve efficiency.
• Lead key projects with operational deliverables and reporting.
• Coordinate changes based on process analysis and communicate risks.
• Mentor staff and manage recruitment, performance and coaching.
• Provide leadership during periods of change and ensure team engagement.

Skills

Team leadership

Customer focus

Cross-functional collaboration

Communication skills

Change management

Training coaching

Presentation skills

Conflict resolution

Tools

Word

Outlook

Excel

PowerPoint

Project

Visio

Job description

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.