Traffic signal and roadway lighting manager leading Ontario transportation design, operations, and engineering deliverables. Managing projects, technical teams, utility coordination, and regulatory compliance for Arcadis.
About the role
- National client operations leader scaling service delivery, retention, and growth for People Corporation’s benefits, retirement, wellness, and HR solutions. Leading geographically dispersed teams across Canada.
Responsibilities
- Provide national leadership and oversight for Client Operations
- Align regional organizational structures, governance, decision rights, leadership practices, and execution rhythms with the national operating model and COPC strategic priorities
- Lead development, implementation, measurement, and continuous improvement of national operating standards, SOPs, SLAs, RACIs, handoff models, and service delivery practices
- Establish and oversee operational governance, reporting, and performance management frameworks
- Own KPI development, dashboards, systems adoption, capacity metrics, client sentiment measures, SOP/SLA adherence, revenue/FTE productivity, and executive reporting
- Drive client retention, client growth, and revenue-risk management strategies
- Oversee Business at Risk processes, strategic account planning, renewal-risk visibility, client save initiatives, executive sponsor engagement, account health monitoring, and relationship expansion
- Partner with regional Client Management leadership, RVP Business Development, Enablement, Finance, Product Centre, and Centres of Excellence
- Lead organizational readiness and continuous improvement initiatives, including integration readiness, data governance, service model enhancements, resource management, capacity planning, workforce analytics, career progression, succession planning, leadership capability, talent development, and workforce optimization
- Champion client experience and sustainable growth initiatives, including cross-sell, wallet share expansion, Advisor Service Model enhancements, large market readiness, growth workflows, regional business planning, Product Centre collaboration, and operational programs
- Improve client sentiment, satisfaction, advisor productivity, retention, and organic growth through governance, performance management, and resource planning
Requirements
- Bachelor's degree in Business Administration, Commerce, Finance, Human Resources, Operations Management, or a related discipline
- 10+ years of progressive industry experience in client operations, client management, account management, service delivery, consulting, or business operations
- Significant experience leading leaders across multiple regions
- Experience designing, implementing, and scaling national operating models, service delivery frameworks, and operational governance structures
- Experience leading large, geographically dispersed teams through organizational growth, transformation, integration, and change management initiatives
- Experience developing and executing client retention, revenue protection, and client growth strategies
- Experience establishing and managing performance measurement frameworks, KPI development, executive dashboards, operational reporting, workforce analytics, and capacity planning
- Experience implementing standardized processes, SOPs, SLAs, service governance, and continuous improvement methodologies
- Strategic planning and execution experience
- Ability to build partnerships with executive stakeholders, sales leadership, finance, product teams, and cross-functional centres of excellence
- Strong financial and business acumen, including experience managing budgets, resource allocation, productivity metrics, and margin improvement initiatives
- Experience overseeing business risk management processes, client retention planning, account health monitoring, renewal risk mitigation, and escalation management
- Experience leveraging data, analytics, and client insights for decision-making and performance improvement
- Leadership, coaching, and talent development experience, including high-performing leadership teams, succession plans, and career development frameworks
- Strong communication, presentation, and executive influencing skills
- Lean Six Sigma, PMP, Prosci, COPC, or other operational excellence and change management certifications are an asset
- Experience with enterprise CRM, workforce planning, business intelligence, and reporting platforms
- Exposure to acquisition integration, M&A operations, or rapid-growth environments
- Experience supporting advisor, producer, or sales-driven business models
- Experience leading complex integration initiatives, organizational readiness programs, or large-scale business transformation projects is an asset
- Experience within professional services, employee benefits, insurance brokerage, consulting, financial services, or other client-centric service organizations is preferred
Benefits
- Extended health care and dental benefits
- A retirement savings plan with company contributions
- A suite of Health & Wellness offerings
- Mental Health programs and support for you and your family
- Competitive compensation
- Competitive base salary
- Performance-based bonus opportunity
- Comprehensive benefits
- Learn by working alongside our experts
Job title
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Experience level
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