NVP, Client Operations

The NVP, Client Operations will:

• Provide national leadership and oversight for Client Operations, ensuring regional organizational structures, governance, decision rights, leadership practices, and execution rhythms are aligned to the national operating model and COPC strategic priorities.

• Lead the development, implementation, measurement, and continuous improvement of national operating standards, SOPs, SLAs, RACIs, handoff models, and service delivery practices to drive consistency, efficiency, role clarity, quality governance, and service excellence across regions and client segments.

• Establish and oversee operational governance, reporting, and performance management frameworks, including KPI development, dashboard ownership, systems adoption and discipline, capacity metrics, client sentiment measures, SOP/SLA adherence, revenue/FTE productivity, and executive reporting to support informed, responsible, and strategic decision-making and accountability.

• Drive client retention, client growth, and revenue-risk management strategies, including oversight of Business at Risk processes, strategic account planning discipline, renewal-risk visibility, client save initiatives, executive sponsor engagement, account health monitoring, and targeted actions to protect, expand, and strengthen client relationships.

• Enable partnerships with regional Client Management leadership, RVP Business Development, Enablement, Finance, Product Centre, and Centres of Excellence to align strategic priorities, clarify sales-to-client-management rules of engagement, improve operational effectiveness, and execute key national mandates through regional leadership teams.

• Lead organizational readiness and continuous improvement initiatives, including integration readiness, data governance, service model enhancements, resource management and capacity planning, workforce analytics, career progression, succession planning, leadership capability, talent development, and workforce optimization to strengthen execution and reduce operational risk.
• Champion client experience and sustainable growth initiatives, including cross-sell and wallet share expansion, Advisor Service Model enhancements, large market readiness, priority growth vector workflows, regional business planning, Product Centre collaboration, and operational programs that improve client sentiment, client satisfaction, advisor productivity, retention, and organic growth.

To be successful as a National Vice President, Client Operations, you will need:

• Bachelor's degree in Business Administration, Commerce, Finance, Human Resources, Operations Management, or a related discipline. MBA or other advanced business designation will be considered a strong asset.
• 10+ years of progressive industry experience in client operations, client management, account management, service delivery, consulting, or business operations, including significant experience leading leaders across multiple regions.
• Proven experience designing, implementing, and scaling national operating models, service delivery frameworks, and operational governance structures.
• Demonstrated success leading large, geographically dispersed teams through organizational growth, transformation, integration, and change management initiatives.
• A strong background in developing and executing client retention, revenue protection, and client growth strategies, with a track record of improving client satisfaction and business performance.
• Experience establishing and managing performance measurement frameworks, including KPI development, executive dashboards, operational reporting, workforce analytics, and capacity planning.
• Proven ability to drive operational excellence through the implementation of standardized processes, SOPs, SLAs, service governance, and continuous improvement methodologies.
• Exceptional strategic planning and execution capabilities, with experience translating enterprise priorities into measurable operational outcomes.
• Demonstrated ability to build effective 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, including client retention planning, account health monitoring, renewal risk mitigation, and escalation management.
• Proven success leveraging data, analytics, and client insights to inform decision-making and improve operational and commercial performance.
• Exceptional leadership, coaching, and talent development skills, with experience building high-performing leadership teams, succession plans, and career development frameworks.
• Strong communication, presentation, and executive influencing skills, with the ability to engage stakeholders at all levels of the organization.
• Experience leading complex integration initiatives, organizational readiness programs, or large-scale business transformation projects is considered an asset.
• Experience within professional services, employee benefits, insurance brokerage, consulting, financial services, or other client-centric service organizations is preferred.

All star candidates will have:

• Lean Six Sigma, PMP, Prosci, COPC, or other operational excellence and change management certifications.
• Experience working 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.

What's in it for you:

• Learn by working alongside our experts
• 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
  
  

At People Corporation we are committed to helping businesses succeed. We are a national provider of benefits, retirement, wealth, wellness, and human resource solutions. Our experts and solutions serve over 20,000 clients representing nearly 3 million Canadians. We offer customized solutions designed to fit the unique needs of businesses and their employees, members and stakeholders.

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we're committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. If you require an accommodation or an alternative format of any posting please reach out to careers@peoplecorporation.com.

The successful candidate will be offered a competitive compensation package that includes a competitive base salary, performance-based bonus opportunity, and comprehensive benefits.