As the Client Solutions Manager, you will serve as a strategic leader overseeing the comprehensive end-to-end client lifecycle. You will direct high-performing teams across Onboarding, Credit Operations, Retention, and Client Solutions to uphold a "best-in-class" service standard.

Your core mission is to instill a culture of First Call Resolution (FCR), expertly balancing peak operational efficiency with ambitious revenue growth and retention targets. This role demands a data-centric leader who is as comfortable navigating technical workflows as they are managing high-stakes client relationships.

You will be working full-time in office, in Downtown Toronto off of King and Union Station

Monday-Friday: 9:00-5:30pm; however some flexibility may be required**

Primary Responsibilities

- Performance Coaching & Mentorship :Dedicate the majority of your time to hands-on coaching, driving improvements in the client journey and overall KPI attainment.

- Operational Management :Direct the daily operations and reporting for the Onboarding, Credit, and Solutions teams to ensure a frictionless transition from the point of sale to active client status.

- FCR Strategy :Champion a First Call Resolution framework across all communication channels to reduce client effort and maximize satisfaction scores.

- Quality & Development :Execute structured individual coaching and team performance reviews. Identify skills gaps with a focus on Quality Assurance (QA), Customer Satisfaction (CSAT), and long-term professional growth.





- Workforce Oversight :Monitor live telephony metrics-including On-Queue adherence and Average Handle Time (AHT)-to ensure consistent compliance with Service Level Agreements (SLAs).

- Churn Mitigation :Analyze patterns in cancellations or account inactivity to design and deploy proactive "save" strategies and continuous service enhancements.

- Executive Reporting :Curate detailed performance dashboards for the SVP of Client Solutions and the Senior Leadership team, providing visibility into retention rates, revenue generation, collections, and departmental health.

- Root Cause Analysis :Investigate client interaction trends to ensure all touchpoints are handled with professional courtesy, accuracy, and speed.

- Escalation Management :Act as the final internal point of contact for complex client issues, resolving grievances through superior experience design . :

- Reputation Management :Directly address and resolve high-visibility negative experiences, including those originating from Social Media platforms.

- Front-line Engagement :Lead from the front by taking live calls regularly, ensuring you remain proficient in internal systems and connected to current client sentiment.

Required Experience





- Industry Expertise :A minimum of 5+ years of experience within a high-volume Call Centre or Contact Centre environment.

- Leadership Track Record :5+ years of direct people management experience, specifically leading skilled-level teams.

- Cross-Functional Leadership :Proven success collaborating with senior executives and inter-departmental teams to optimize operational metrics and retention.

- Team Development :A demonstrated ability to mentor and manage diverse functions, including Onboarding specialists, Retention experts, and Credit Operations staff.

- Data Storytelling :A robust analytical background with the ability to translate complex data sets into clear, actionable narratives for stakeholders.

- Agility: A resilient, "can-do" mindset with the capacity to thrive in a high-growth, rapidly evolving environment. :

- Communication Excellence :Exceptional time management skills and the ability to distill complex information into concise, persuasive presentations.

- Innovation :A forward-thinking approach to problem-solving, consistently introducing fresh ideas to stabilize retention and unlock future growth opportunities.

Perks and Benefits

- Day off on your birthday
- Enhanced Benefits with Health and Dental Coverage
- We offer a Registered Retirement Savings Plan (RRSP) Matching Program
- Downtown Location
- Vacation Days increase after 2 and 5 years' service

51459CN

INDCAN

- Portfolio are acting on behalf of our client in recruiting for this position. To the best of our knowledge, this vacancy is for a new or existing role within their organization._

📌 Client Solutions Team Manager (Toronto)
🏢 The Portfolio Group
📍 Toronto