Manager, Client Services

Company Description FNF Canada is a trusted transaction management service provider with over 20 years of experience supporting large and small Canadian lenders. The company specializes in managing all aspects of mortgage transactions, including title insurance, document processing, property tax management, and appraisal management services. FNF Canada focuses on delivering comprehensive, innovative solutions that help financial institutions streamline processes and reduce risk. Team members join a collaborative environment that values accuracy, efficiency, and strong client relationships. The organization offers opportunities to contribute meaningfully to the Canadian lending and mortgage ecosystem.

Role Description The Manager, Client Services is a full-time, hybrid role based in Mississauga, ON, with flexibility for some work from home. This role is responsible for overseeing daily client service operations, ensuring service levels and quality standards are consistently met. The manager will lead and coach a client services team, monitor performance metrics, and implement process improvements to enhance customer satisfaction and operational efficiency. Day-to-day tasks include managing key client relationships, handling escalations, coordinating with internal departments, and providing clear, timely communication to stakeholders. The role also involves analyzing service trends, preparing reports, supporting new initiatives, and driving a client-focused culture aligned with FNF Canada’s business objectives.

Qualifications

• Strong client-facing experience, including Client Services and Customer Service skills to manage relationships and resolve issues effectively.
• Demonstrated ability to drive Customer Satisfaction through proactive service management and continuous improvement initiatives.
• Well-developed Communication skills, including clear verbal and written communication for clients, team members, and leadership.
• Solid Analytical Skills to interpret data, identify trends, and make informed decisions on process improvements and resource planning.
• Experience managing or supervising service teams in financial services, mortgage, or related industries.
• Proven ability to lead, coach, and develop team members in a fast-paced, service-driven environment.
• Strong organizational and time management skills, with attention to detail and ability to prioritize multiple responsibilities.
• Proficiency with standard office software and customer relationship management or case management tools.
• Post-secondary education in business, finance, or a related field, or equivalent combination of education and experience.