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Job Title: Asst. Manager, Membership Services ( ID: O4363 )
Career Category: Legal, Management, Regulatory, Regulatory
Posted Date: 2017-05-29
Location: Toronto, Ontario
This is an excellent opportunity for an Assistant Manager, Membership Services at a leading organization that offers great work life balance.

The Assistant Manager, Membership Services is a newly created role and reports to the Manager, Member Services. The Assistant Manager manages, coordinates and supervises a support team within the Membership Services Department. As a member of the management team, the Assistant Manager assists with the overall administration of the department's operations and projects and is responsible for the delivery of services to clients, providing responses to both routine and more complex inquiries within Membership Services in a timely and efficient manner. The Assistant Manager oversees the delegation of work and monitors the workflow of daily correspondence and supervises the work and performance of direct reports. Responsibilities also include call monitoring and statistical reporting, administrative suspension processing and supervision of department training.


• Works closely with the Manager to ensure the orderly provision of client service delivery in the areas of Membership Services to other departments and to the public.

• In conjunction with the Manager, Membership Services, establishes policies and procedures, and monitors the performance of staff and systems related to the areas of responsibility of the department, and ensures that results are timely and consistent with established service standards and benchmarks.

• Hires, trains, develops and evaluates employees accountable to the Assistant Manager, Membership Services in accordance with the policies of the organization and best human resources practices. Identifies technical and training needs of administrative support in order to achieve departmental and divisional goals.

• Assists the Manager in developing and monitoring the Membership Services budget related to common expense items, as well as identified specific programs.

• Meets established individual service level targets, including quality and time standards, and ensures that staff reporting to the Assistant Manager understand and comply with quality and time standards. Engages in continuous performance improvement of work processes within the Client Service Centre to optimize both individual and team performance.

• In conjunction with the Manager, assesses policies and procedures relating to administration of compliance based activities as well as a resolution of policy issues and procedural gaps. Participates in the development of departmental or divisional policies and procedures.

• The Assistant Manager provides leadership to all Membership Services staff through guidance, training, and problem solving in order to provide accurate and timely information to clients accessing the Client Service Centre.



• An LLB or JD degree.

• A minimum of 7 to 10 years of legal or regulatory experience, including practical legal experience and a level of knowledge of legal practice.

• Up to 5 years of experience should be in a leadership role, providing guidance and mentorship and contributing to human resources decisions regarding professional and support staff. Customer service experience is preferred.

• Excellent grasp of delivering superior client service; strong people management skills.

• Solid understanding of the organization, including organizational structure, services, mandate, rules and regulations.

• Knowledge of other legal resources and community‑based organizations.

• Clear, concise and articulate communication skills to effectively respond to members= and clients’ inquiries and requests

• Ability to work in a team environment.

• An attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.

• Strong problem solving skills and the ability to make decisions in the best interests of the organization as a whole.

• Ability to embrace change in the workplace.

• Ability to work in a fast paced environment.

This is an amazing opportunity to work as an Assistant Manager, Member Services with a dynamic and collaborative team at a leading organization.

For more information about this exciting position, please send us your details.

We thank all applicants, however, only those selected for an interview will be contacted.



Atlantic Canada (Halifax)
1959 Upper Water Street, Suite 1301
Purdy’s Wharf, Tower 1 Halifax, NS B3J 3N2
T: 866-227-1444 | F: 416-789-4114
Marine Building, 355 Burrard Street,
Suite 1000, Vancouver, B.C. V6C 2G8
T: 866-227-1444 | F: 416-789-4114
1000 de la Gauchetière Street West, Suite 2400, Montréal Québec H3B 4W5
T: 866-227-1444 | F: 416-789-4114
1920 Yonge Street
Suite 200, Toronto, Ontario M4S 3E2
T: 416-789-1444 | F: 416-789-4114
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