Fintel Connect is making waves as the leading growth marketing solution built for the financial industry. Our mission is to support the banking and financial ecosystem with tools and insights that will allow them to better reach future customers and deliver the right products to the right audiences in a compliant and cost-effective way. Fintel proudly serves 80+ leading financial brands like Royal Bank of Canada, Tangerine, Ramp, and Neo Financial to name a few.
Who We're Looking For:As the Senior Client Service Manager within our Client Services team, you will play a pivotal role in driving client success and revenue growth through your deep expertise in affiliate marketing and strategic implementation. In this leadership capacity, you will manage a team of Enterprise/Account Managers, and Client Service Managers and their pods, acting as the primary strategic liaison for both your team and our clients. Your responsibilities will include offering guidance, resolving complex challenges, and nurturing internal and external relationships while spearheading client management initiatives.You will work closely with the Client Services leadership team to enhance both client and team engagement and satisfaction, directly contributing to our overall business strategy and objectives.
Your focus will encompass resource allocation, planning, and team leadership, fostering a collaborative and high-performing work environment. You will prioritize mentorship, conduct performance reviews, oversee progression plans, and establish strategic goals aligned with business objectives using the OKR framework. Additionally, your commitment to leadership development and team upskilling will be vital in promoting continuous growth within your team.Core Responsibilities:
Team Leadership & Development
- Create a collaborative, trust-driven environment where team members thrive and excel.
- Mentor and guide team members, ensuring consistent professional development and knowledge-sharing across the group.
- Drive leadership development and skill enhancement to prepare team members for future growth opportunities.
- Effectively allocate resources and manage time-off approvals to optimize team performance.
- Conduct regular performance reviews, manage KPIs, and align on goals (OKRs) to drive team success.
- Ensure the quality and timely delivery of work by the implementation team, leading by example to cultivate an inclusive and high-performing team culture.
- Nurture and harness our most valuable resource – our people – to draw out their fullest potential and optimize your pod’s effectiveness.
Client Strategy & Management
- Develop and implement strategic plans that align with client objectives and revenue targets.
- Maintain strong senior-level relationships with key client stakeholders, positioning yourself as a trusted advisor.
- Oversee client escalations, churn management, and navigate challenging situations, including proactive measures for client retention.
- Manage technical optimizations, disruptions, and cross-departmental initiatives to ensure client satisfaction and maximize our reputation in the industry.
- Oversee the onboarding process for efficiencies and effectiveness improvements.
- Identify and capitalize on upselling opportunities for Fintel Connect products and services within client portfolios.
Operational Excellence
- Demonstrate deep technical expertise in tracking systems and product functionality, ensuring timely resolution of issues such as data integration and performance tracking.
- Maintain a thorough understanding of Fintel Connect’s business needs and client objectives to continuously drive results.
- Collaborate with other departments to support marketing, sales, and technical needs as required.
- Review and manage stakeholder terms and conditions processes to ensure compliance with company standards and new partnerships. Support legal efforts as needed.
- Stay informed about all Fintel Connect products, including newly launched offerings, to provide top-tier service to clients and ensure accurate communication across teams.
- Provide timely reporting on overall team performance metrics per client, ensuring accuracy in monitoring results.
Qualifications:
- Bachelor’s degree in Marketing, Business, Commerce, Public Relations, or a related field.
- Over 7 years of experience managing multi-disciplinary teams and client portfolios, in affiliate marketing, with a proven ability to drive results and maximize client revenue.
- Skilled in developing and executing innovative strategies that align client needs with business objectives.
- Proven track record of inspiring teams, building long-term relationships with clients and stakeholders, and managing expectations.
- Strong analytical mindset focused on data-driven decision-making, with exceptional attention to detail in writing, data analysis, and reporting.
- Experience with tracking systems, affiliate platforms, reporting tools, and proficiency in MS Word, Excel, Outlook, PowerPoint, and WordPress.
- Knowledge of SEO, PPC, and email marketing is an asset.
- Adaptable team player thriving in high-pressure environments, with a passion for continuous learning and professional growth.
- Effective written and spoken communication in English.
- Legal ability to work in Canada.
What We Offer:
- Competitive base salary
- A rapidly growing organization with opportunities for career advancement
- Comprehensive health and wellness benefits
- Demonstrated work/life balance
- 5 Paid personal days
- Paid volunteer hours
- Team events & activities
At Fintel Connect, we are committed to fostering a diverse and inclusive workplace as an equal-opportunity employer. We embrace individuals of all backgrounds, ensuring that everyone has the opportunity to thrive and succeed. Join us and be part of a team shaping the future of growth in the financial sector. For more about us, visit our website: Fintel Connect
