Client Care Operations Manager

Overview

In this role you will lead and optimize client experience and operational performance in a high-volume environment. You’ll collaborate with senior leadership to drive service transformations and enhance client engagement across offerings. You will track metrics, identify gaps, and implement improvements to reduce attrition and complaints. This position combines analytics, process optimization, and cross-functional leadership to deliver a consistently excellent client journey.

Responsibilities

• Monitor core client experience metrics across service implementation, follow-up, support, queries, dissatisfaction, and cancellations to ensure positive outcomes
• Identify non-usage trends and implement processes to increase product/service usage
• Review and improve client experience and digital engagement offerings
• Monitor client dissatisfaction and implement efficient service improvements
• Produce daily and weekly reports for the Director of Care and Retention
• Provide root cause analysis and actionable insights to improve client experience and engagement

Key requirements

• Experience in a high-volume Insurance/Law/Shared Services environment
• Proven track record in managing large-scale service transformation projects
• Ability to report to and influence senior leadership teams
• Strong stakeholder management and cross-functional collaboration
• Project management and data-driven decision making

• stakeholder management
• analytical thinking
• effective communication
• metrics and dashboard reporting
• data analysis
• root cause analysis

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