Manager, Client Services

Fairstone; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Fairstone Financial is seeking a Manager, Client Services to lead their internal team and oversee vendor performance in delivering exceptional customer service across Canada. The ideal candidate will possess strong leadership skills and a passion for enhancing customer satisfaction through strategic insights and operational excellence.

Benefits

Work-Life Balance: 37.5-hour workweek

Wellness: 24/7 solutions

15 paid vacations and 6 wellness days

Paid Volunteer Day

Retirement Planning: pension contributions

Access to Fairstone Academy for training

Discount access to various products and services

Qualifications

• 5+ years of experience in customer service leadership required.
• Bilingual in English and French necessary.
• Tech-savvy and comfortable with analytical tools.

Responsibilities

• Lead a high-performing internal customer service team.
• Manage relationships with outsourced vendors.
• Oversee customer service across multiple channels.

Skills

Leadership

Customer Satisfaction

Analytical Skills

Bilingual Communication

Team Engagement

Education

Bachelor’s degree

Tools

Microsoft Office Suite

Contact Center Platforms

Job description

WHO WE ARE:

Eden Park Inc. (“EdenPark”) is a dynamic automobile finance brand committed to enabling our dealer partners to sell more cars. Since 2012, EdenPark has serviced a wide network of automobile dealers and tens of thousands of consumers from coast to coast. EdenPark is a wholly owned subsidiary of Fairstone Financial Inc., which is a subsidiary of Fairstone Bank of Canada (“Fairstone Bank”). Learn more at EdenParkCanada.com.

Come join Fairstone Financial as a Manager, Client Services.

As a Manager, Client Services, you lead our internal servicing team and oversee the performance of our outsourced vendor partner. In this high-impact role, you will be responsible for delivering exceptional service to our customers nationally.

The ideal candidate is a strategic thinker with strong leadership skills, a passion for customer satisfaction, and a proven ability to drive performance across both in-house and third-party service operations.

Be part of Canada’s leading provider of responsible lending solutions to serve Canadians.

At Fairstone we invest in our teams. We offer a broad training program where you will be supported with professional development and encouraged to further build an exciting career with us!

WHAT WE OFFER?

• Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
• Wellness: Tailored well-being solutions available 24/7.
• Time Off: Minimum 15 paid vacations, 6 wellness days, with federal holidays.
• Community Support: Paid Volunteer Day to give back to your community.
• Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan
• Development: Access to Fairstone Academy for comprehensive training and skill development.
• Discounts: Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more.

A regular day for a Manger, Client Services will include:

Leadership & Team Development

• Build, lead, and coach a high-performing internal customer service team.
• Manage and nurture the relationship with our outsourced vendor partner, ensuring alignment with brand standards, KPIs, and service-level agreements.
• Oversee performance management, coaching, training, and career development initiatives for direct and indirect reports.
• Establish clear performance metrics and regularly evaluate both team and vendor outcomes.

Customer Experience Management

• Oversee the end-to-end servicing experience across multiple channels—phone, chat, and email—for both English and French-speaking customers.
• Resolve complex escalations and implement long-term solutions that enhance customer satisfaction and reduce friction.
• Leverage insights and analytics to identify customer pain points and design service enhancements.

Operational Excellence

• Lead workforce planning, staffing, and scheduling to ensure optimal coverage and service delivery.
• Introduce and refine customer service workflows, knowledge bases, and support tools to improve efficiency and resolution time.
• Create and execute tactical plans aligned with broader organizational goals.
• Maintain accurate staffing models and lead hiring initiatives to support operational growth.
• Collaborate cross-functionally to align customer service with other business units.

Must haves!

• Bachelor’s degree preferred; equivalent work experience accepted.
• 5+ years of experience in customer service leadership, with proven expertise managing both internal teams and third-party vendors.
• Bilingual required to communicate with our clients across Canada.
• Experience in financial services, auto lending, or collections is a strong asset.
• Demonstrated success driving team engagement, operational KPIs, and customer satisfaction outcomes.
• Tech-savvy and data-driven; comfortable leveraging analytics and digital tools to optimize service delivery.
• Proficient in Microsoft Office Suite and contact center platforms.

WE ARE PROUD TO BE: Montreal's Top Employers 2025 by Canada’s Top 100 Employers!

Learn more: https://www.fairstone.ca/en/about/canadian-lender

Follow us on LinkedIn: https://www.linkedin.com/company/fairstone/mycompany/

If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.

Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.

Time Type:

Full time Job Type:Permanent