Senior Manager, Client Services

Position Summary

The Senior Manager, Client Services is responsible for providing strategic leadership and operational oversight for the Client Services function. This role leads multiple teams and/or people leaders while establishing long-term service delivery strategies that enhance customer satisfaction, operational effectiveness, employee engagement, and organizational performance. The ideal candidate brings extensive experience leading high-performing teams in a high demand call centre or virtual contact centre environment, with a demonstrated ability to develop leaders, drive accountability, and maintain service excellence.

The successful candidate is a highly collaborative leader with exceptional communication, stakeholder management, business acumen, and change leadership capabilities. The Senior Manager partners closely with executive leadership and cross-functional stakeholders to drive continuous improvement initiatives, optimize service delivery models, and ensure alignment with organizational objectives.

This role is accountable for achieving departmental goals, managing budgets and resources, developing future leaders, and fostering a culture of excellence, innovation, accountability, and customer-centric service delivery.

Competencies Critical for Success

• Strategic planning and execution.
• Executive-level communication and stakeholder management.
• Strong influencing and relationship management skills.
• Consensus building across diverse stakeholder groups.
• Data-driven decision making and analytical problem solving.
• Financial management and budget accountability.
• Organizational change leadership.
• Customer experience strategy and service excellence.
• Talent development, succession planning, and leadership coaching.
• Continuous improvement and operational effectiveness.
• Results-oriented leadership with accountability and organizational alignment.

Primary Responsibilities

• Develop and execute short and long-term Client Services strategies aligned with organizational objectives.
• Partner with senior leadership to establish departmental goals, priorities, and performance measures.
• Lead, coach, mentor, and develop managers, supervisors, and team leaders.
• Create and maintain a high-performance culture through goal setting, coaching, performance reviews, and succession planning.
• Oversee day-to-day Client Services operations to ensure service levels are achieved and exceeded.
• Establish service standards, governance frameworks, and operational processes.
• Monitor and analyze key performance indicators to identify risks, opportunities, and improvement initiatives.
• Lead workforce planning, capacity management, and resource allocation strategies.
• Develop and manage departmental budgets and resource plans.
• Partner with Product, Operations, Implementations, Sales, Technology, and Customer Success teams to improve customer outcomes.
• Identify and implement process improvement initiatives that enhance customer experience and operational effectiveness.
• Lead transformational projects involving people, processes, technology, and service delivery models.

Additional Duties and Expectations

• Promote and embody organizational values and culture.
• Contribute to the organization's positive image internally and externally.
• Support enterprise-wide initiatives and strategic priorities.
• Perform other duties as assigned by executive leadership.

Qualifications, Education and Experience Requirements

• Minimum 7-10 years of progressive leadership experience within client services, customer support, contact centre operations, healthcare technology, or related environments.
• Minimum 3-5 years of experience leading managers, supervisors, or large multifunctional teams.
• Demonstrated success developing and executing strategic operational initiatives.
• Proven experience leading organizational change and business transformation projects.
• Experience managing departmental budgets, forecasting, and workforce planning activities.
• Strong understanding of customer experience best practices and service delivery frameworks.
• Experience with contact centre technologies, analytics platforms, automation tools, CRM systems, and workforce management solutions.
• Exceptional interpersonal, communication, presentation, and stakeholder management skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• Post-secondary education in Business Administration, Organizational Leadership, Healthcare Administration, or a related discipline.
• MBA or equivalent leadership education is considered an asset.
• Knowledge of privacy, security, and regulatory compliance requirements.
• Clinical healthcare and/or Accuro experience is considered an asset.

Compensation and Logistics

• Competitive base salary.
• Leadership bonus and incentive programs.
• Comprehensive benefits package.
• Full-time, permanent position.
• Remote work environment.
• Limited travel as required for leadership meetings, planning activities, or organizational initiatives.

About QHR

QHR is a dynamic Canadian healthcare technology company and division of Loblaw Companies Limited. Our mission is to connect Canadian healthcare providers and their patients through innovative technology solutions that improve access to information, streamline workflows, and enhance the delivery of care.