Director, Client Services

KUBRA is in growth mode and currently seeking a Director, Client Services to join our dedicated Support Teams!

As a Director, Client Services, you will be responsible for leading the development and execution of strategies to enhance our client service operations and elevate our overall customer experience. This role involves overseeing the delivery of excellent service, managing client relationships, and driving continuous improvement in service quality and efficiency. 

This is a hybrid role based out of our office in Mississauga. 

What you get to do every day

• Strategically and tactically lead, enhance, and strengthen the overall relationship with clients and customers across all interaction touchpoints.
• Champion Client Services team initiatives, including Client Support, Quality Assurance, and Critical Incident and Problem Management.
• Lead initiatives for continuous improvement of stability, reliability, efficiency, and security through governance, audit, and certification.
• Drive the transformation of client support operations by implementing innovative technologies, processes, and best practices to streamline operations and improve efficiency.
• Provide strong leadership and mentorship, fostering a culture of excellence, collaboration, and continuous learning.
• Implement processes for gathering, analyzing, and acting on customer feedback to drive improvement and innovation in products/services, processes, and policies.
• Define and track key performance indicators (KPIs) for incident and problem management and Client Support, and report performance to senior leadership and clients.
• Prepare and present regular reports on incident and problem management performance to senior leadership and clients.
• Analyze performance data to identify trends, issues, and areas for improvement, ensuring proactive measures are taken to prevent recurrence of incidents.
• Build a self-help driven support team to efficiently handle a growing and engaged client and customer base, utilizing data analytics and customer feedback insights.
• Maintain professional and technical knowledge by attending management-focused training sessions and educational workshops; reviewing professional publications; establishing networks; and benchmarking best practices.
• Act as an escalation point for client support teams and manage a team of dynamic pool support managers, ensuring effective resolution of client issues and concerns.

What kind of person should you be?

• Proven track record of success in leading client support initiatives within a fast-paced, customer-centric organization.
• Solid understanding of customer relationship management principles, customer experience best practices, and emerging trends in the field.
• Strong strategic thinking and analytical skills, with the ability to translate customer insights into actionable strategies and initiatives.
• Excellent leadership and interpersonal skills, with the ability to inspire and motivate cross-functional teams to achieve common goals.
• Ability to work with stakeholders to understand their need and build trusted relationships
• Ability to work collaboratively with internal and external teams
• Perform well under pressure and with defined timelines and milestones
• Can manage multiple priorities, and assess and adjust quickly to changing priorities
• Advanced verbal communication skills; ability to articulate your thoughts, ideas, and develop a point of view about your work
• Generating clear process documentation
• Willingness to travel as needed
• Problem-solving and analytical skills

What skills do you need?

• Minimum of 12-15 years of total experience with at least 5-8 years overseeing tiered support over enterprise applications (hybrid cloud infrastructure and solutions)
• Extensive experience supporting large teams (60+ team members)
• 5+ years of experience orchestrating ITIL foundations
• Experience interfacing with clients and customers in a support capacity
• Experience managing C-level and Client facing escalation situations
• Bachelor’s degree in Information Technology, Business Administration, or a related field
• ITIL Certification and/ or Six Sigma Certification
• Related Computer Information Systems or Technical Certification considered an asset

What can you expect from us?

• Award-winning culture that fosters growth, diversity and inclusion for all
• Paid day off for your birthday
• Access to LinkedIn learning courses
• Annual performance-based bonus
• Continued education with our education reimbursement program
• Flexible schedules
• Free unlimited access to our refreshment stations (fully stocked with tea, coffee and other beverages)
• Two paid days for volunteer opportunities
• A free premium membership for ‘Headspace’; an app geared towards mental health and wellbeing
• Access to Perkopolis retail discounts
• Generous benefit coverage with low premiums (+ a Health Care Spending Account)
• RRSP Matching

KUBRA is an equal opportunity employer dedicated to building an inclusive and diverse workforce. We will provide accommodations during the recruitment process upon request. Information received relating to accommodation will be addressed confidentially. We thank all applicants for their interest; however, only candidates under consideration will be contacted.

While we value the skills and experiences listed in our job requirements, we also recognize that talent comes in many forms, and welcome applications from candidates who meet most but not all specified requirements. If you possess a strong desire to learn and grow in a dynamic work environment, apply now!

KUBRA is a fast-growing company that delivers customer communications solutions to some of the largest utility, insurance, and government entities across North America. KUBRA offers billing and payments, mapping, mobile apps, proactive communications, and artificial intelligence solutions for customers. With more than 1.5 billion customer interactions annually, KUBRA services reach over 40% of households in the U.S. and Canada. KUBRA is an operating subsidiary of Hearst.

Our office is small enough to allow creative individuals to flourish, yet large enough to provide long-term stability. We place a tremendous amount of responsibility on our team members to be productive, focused and self-motivated. We offer a casual work environment, competitive compensation and a stellar benefits program. 

KUBRA does not typically provide immigration-related assistance, including employment-based work visa (e.g. H-1B) sponsorship, work permit applications and extensions, permanent residence (green card) sponsorship, LMIA applications or permanent residency nominations. Candidates must ensure they have legal authorization to work in the U.S/ Canada. All sponsorship determinations are case by case based on business need.