Director, Client Services


Competition Number: LAA-21-54

Job Type: Full-Time, Permanent

Location: Edmonton, AB

Posting: External

Competition Ends: October 8, 2021

Who We Are

As a publicly funded, non-profit organization, Legal Aid Alberta provides affordable legal services in family law, domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide, with 300 staff and 1,200 private practice lawyers helping people overcome their legal challenges in more than 75 communities across the province.

Who You Are

We need your help to shape and lead a best in class integrated, modernized, and sophisticated client experience where team members are empowered and fully engaged. The client contact center is uniquely positioned as our first connection with Albertans needing our assistance, therefore, an extremely critical and busy area of Legal Aid. The Client Services team has many experienced team members and is in the process of on-boarding many new energetic individuals that care about people and empathize with their personal situation at one of the most difficult times in their lives. You will be expected to identify and design improvement opportunities to maximize client, staff, and roster support services related to the intake, certificate & tariff, and recoveries processes. The Director Client Services will utilize training, analytics, and trending data to drive client centric activities that improve the overall client experience outcomes.

You have excellent communication skills especially in complex situations. You’re a strategic thinker who thrives in applying judgment, tact and discretion to achieve success in providing quality client service. You play a key role in the formulation, alignment and implementation of the strategic initiatives and managing people and processes to achieve an excellent service delivery. In addition, you are tech-savvy, organized and love building up teams and leaders, and seeing them thrive. Fast-paced work environments give you a rush and you’re always up for a challenge. You enjoy learning new things, solving problems, and can adapt to change quickly. You care deeply about the success of our clients, our team, and our organization.

Job Description

Reporting to the VP, Justice Services, some of the key responsibilities include:

  • Set the strategy for the contact center, staying abreast of best practices and technologies, ensuring that we gain and maintain recognition for quality client service.
  • Oversee the analysis of the business unit’s operation and historical performance to ensure improvement of KPIs and closure of identified gaps.
  • Direct the management of effective workforce planning to build high performance teams, improve operational efficiencies, and meet anticipated need for future resources.
  • Evaluate the quality of the Client Services team’s performance against LAA-defined goals; provide feedback and coaching to leaders on strengths and areas for improvement to support leaders’ growth and personal development.
  • Responsible for business continuity execution and acting as an Ambassador and spokesperson for Client Services.
  • Work in conjunction with Business Intelligence to develop and produce effective, results-driven reports to analyze business’s regular deliverables and metrics at required levels and time intervals
  • Design and execute a framework for assessing, designing, and deploying measurements and other metrics to enable decision making across Client Services to support the strategic plan
  • Determine Client Services operation strategies by conducting needs assessments, benchmarking, and focus groups.
  • Demonstrate an exceptional ability to collaborate with executive leadership, Senior Managers, and key internal stakeholders to ensure their needs are being met and issues are proactively addressed.


Education and Experience:

  • Post-secondary diploma or degree in Business Management or a related field is required.
  • An MBA will be preferred.
  • Minimum of 5 years experience working with diverse high needs clientele.
  • Minimum of 10 years experience leading a service driven contact center operations with in-depth experience managing teams through periods of significant growth or change.
  • Demonstrated experience leading in a unionized environment.

Knowledge and Skills:

  • Knowledge of civil law, family law, criminal justice system, and tribunal processes an asset.
  • Strong knowledge of Client Contact Centre Services processes and techniques.
  • Computer system and Microsoft Office proficiency.
  • Excellent communication and strong conflict resolution skills.
  • Strong leadership, motivation, and analytical skills.
  • Strong organizational and time management skills.
  • Financial Acumen.
  • Excellent interpersonal skills to work and relate with people from diverse backgrounds in different situations.

What We Offer

Perks of working with us

  • Competitive salary
  • RRSP with 9% employer contribution
  • Health and dental benefits
  • Health and wellness accounts
  • Employee assistance program
  • Flexible work arrangement
  • Team environment
  • Weekends off
  • Christmas closure (paid time off)

How To Apply

Please send your resume and cover letter to [email protected]. Reference competition number [LAA-21-54]. Only those selected for an interview will be contacted.

  • Successful candidate will be required to provide security clearance

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