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Residential Counsellor
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PACE Consulting Benefits & Pensions LTD.

Client Services Manager

Toronto, ON, Canada

Salary: $90k - $120k · Full-time

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Job details

Pay: Salary: $90k - $120k
Job type: Full-time
Apply by: Dec 13, 2026
Posting language: English
Posted: Nov 13, 2026

Original job description

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

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More about this job

Responsibilities

Lead the administrative team and oversee client service workflows, ensuring deliverables are accurate, timely, and aligned with Account Management priorities. Manage team performance and capacity, track service KPIs, resolve workflow issues, and improve processes in coordination with relevant leaders and departments.

Requirements

Requires at least five years of group benefits experience and two years of people-management experience, with strong knowledge of benefits administration and client service workflows. Candidates should have experience coaching employees and managing performance, strong organizational and communication skills, CRM and Microsoft Office proficiency, and a valid driver's licence with access to a car.

Skills

Group Benefits Administration
Client Service Delivery
Workflow Management
People Management
Coaching and Employee Development
Performance Management
Workload Allocation
KPI Tracking and Reporting
Process Improvement
Communication
Organization
Attention to Detail
Problem-Solving
CRM Systems
Microsoft Office

Benefits

Hybrid Work Flexibility
Paid Time Off Between Christmas and New Year's
Employer-Paid Benefits
RRSP Matching
Mental Health Programs
Quarterly Social Events
Professional Development
Career Growth Support

Visa sponsorship

Not detected in the job text

Keywords

Group Benefits
Insurance Brokerage
Benefits Administration
Client Services
Account Management
Administrative Workflows
Client Deliverables
New Business Implementation
Reviews and Renewals
Departmental KPIs
Productivity
Turnaround Times
Capacity Planning
Service Standards
Process Improvement
Team Leadership
Performance Reviews
Employee Coaching
Recruitment and Selection
Cross-Training
CRM Systems
Microsoft Office
GBA
CEBS
LLQP
Group Retirement
Voluntary Benefits
Individual Insurance

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Work requirements

Jobs in Canada