Regional Client Delivery Manager

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Summary

The Regional Client Relations Manager is responsible for client relationship management, operational leadership, people leadership, business development and financial responsibility for the business operations teams. The role has overall responsibility for delivering stellar service and driving client satisfaction and retention within a high-growth business. Manage a team comprised of up to 100 employees across one or more client sites. The Regional Client Relations Manager will bring experience and expertise in delivering compelling solutions for existing clients. Additionally, you will provide thought leadership on a variety of topics including strategy, trends, and best practices. This person will understand and run the day-to-day functions of the client focus area against targets and metrics, including revenue, profitability, and compliance with corporate policy and procedures. The Regional Client Relations Manager lives, supports, and champions our core values. This role reports to the Client Relations Director or the Vice President of Client Relations.

Role & Responsibilities

• Serve as the primary point of contact for clients, building and maintaining strong, long-term relationships that drive satisfaction and retention. 
• Understand client needs, goals, and operational challenges to deliver tailored service solutions and exceed expectations. 
• Proactively communicate with clients to address concerns, ensure alignment, and identify opportunities for service expansion and improvement. 
• Lead and manage on-site operational teams of up to 50 employees to ensure efficient service delivery and adherence to SLAs. 
• Oversee daily operational activities, including client requests, issue resolution, and workforce coordination. 
• Ensure site readiness, including proper communication tools, signage, and operational organization. 
• Define, implement, and maintain operational processes, procedures, and service standards in collaboration with clients. 
• Identify and monitor key performance indicators (KPIs) to ensure compliance with service-level agreements and business objectives. 
• Lead continuous process improvement initiatives to enhance service efficiency, quality, and consistency. 
• Execute business development strategies by identifying growth opportunities within existing accounts and supporting expansion efforts. 
• Provide input into client proposals, service solutions, and strategic account planning. 
• Conduct client satisfaction assessments and implement action plans to improve service delivery and retention. 
• Drive financial performance by managing budgets, monitoring revenue, controlling costs, and ensuring accurate billing and invoicing. 
• Ensure compliance with contractual obligations, including staffing levels, pricing agreements, and renewal requirements. 
• Recruit, develop, and manage high-performing teams, including performance management, coaching, and career development. 
• Collaborate with Human Resources on employee relations, staffing needs, and organizational development initiatives. 
• Support DEI initiatives and foster an inclusive, high-performance work environment. 

KNOWLEDGE, SKILLS & ATTRIBUTES: 

• Strong expertise in client relationship management, operations leadership, and service delivery in high-volume environments. 
• Demonstrated ability to lead multi-site teams and manage large operational workforces. 
• Strong financial acumen including budgeting, forecasting, and profitability management. 
• Excellent communication, presentation, and interpersonal skills with the ability to influence clients and internal stakeholders. 
• Strong problem-solving, strategic thinking, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced, high-growth environment. 
• Strong leadership skills with proven ability to develop, coach, and retain talent. 
• Proficiency in Microsoft Office Suite and operational reporting tools. 
• Strong attention to detail with the ability to maintain accuracy under pressure. 
• Ability to maintain confidentiality and professionalism in client-facing environments. 

Qualifications

Education: Bachelor’s degree required; 

Experience:

• Minimum of 3+ years of experience in service operations management, client relations, account management, or similar leadership roles in a high-performance, client-facing environment.
•  Demonstrated success managing teams and driving measurable operational improvements required. 

Technical Skills: 

• Proficiency in Microsoft Office Suite required.
• Experience with reporting systems, dashboards, and workforce management tools preferred.
• Ability to analyze operational and financial performance data required. 

The Compensation range for this role is 90,000.00 to 110,000 USD per year and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients. 

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation. 

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation. 

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.