Manager – Client Services

Our Client is a unique Toronto-based company where the hospitality and legal industry intersect. With the high stress of legal proceedings, our client goes the extra mile to arrange facilities and holistic services to help take the edge off the experience. Working with legal staff, our client successfully delivers a unique experience to the mediation and arbitration processes. With rapid expansion in their site, our client is looking for an Operational leader who can be the eyes and ears between the stakeholders, the clients, and the operational staff team.

The role of the Manager – Client Services will play a critical role in ensuring the onsite and virtual operations team delivers an amazing client experience while managing and ensuring all proceeding logistics. Your enthusiasm for exceeding client expectations will reinforce the exceptional reputation of Arbitration Place as a world-class Arbitration Centre where hospitality, technology, and legal expertise meet. You will be responsible for hiring, leading, managing, and maintaining a professional operations team to effectively manage workload and volume to successfully deliver in-person, hybrid, and virtual proceedings. You will consistently monitor, analyze, and report on the operational budget, staff utilization, resourcing, and cost of sales results. You will be working in a fast-paced environment where you will be entrusted with multi-tasking with your team to prioritize tasks.

This unique position requires someone forward-thinking and has a strong desire to constantly exceed client expectations while juggling multiple priorities.

As Manager – Client Services you will lead supplier negotiations, budgeting, purchasing, and putting efficient workflows in place to maximize a company’s productivity and performance. You will develop long-term operational strategies, working closely with senior management to meet company objectives. Managing a team of 6-10 staff, the Manager role is for someone who knows how to roll up their sleeves to bridge front-office experience with back-office efficiency. Working with vendors & negotiating with suppliers you will be able to manage relationships but be firm to deliverables. You will be responsible for appropriate resourcing and managing bookings with external vendors and third-party contractors including AV suppliers, court reporters, transcriptionists, interpreters, and videographers. You will lean on your broad experience in logistics to assure that every last detail of multiple, concurrent proceedings are thoroughly planned, resourced, and executed. You will have sound experience running the operations of an office team and facility and you will showcase your food costing experience in leading the in-house catering program for our clients. Your technological acumen will successfully manager the day-to-day relationship with our information technology provider to appropriately support company operations. Your modeling and mentoring will foster and grow a highly positive, professional, respectful, and mature team culture ensuring our clients’ experience is exceptional.

The Ideal Candidate will bring an amazing background in logistics in a professional services delivery environment or complex, concurrent event planning. Coming from a hospitality or business program would be fantastic and you will have an opportunity to showcase your strong communication skills and relationship-building competencies. You will bring 5+ years of experience, demonstrating progressive growth to leading and managing a team and coordinating office operations. Experience multiple concurrent, high-stakes events while bringing client service expertise is highly desirable. If you have worked as a concierge, a facility or event manager with a hospitality background (specifically working with food & beverage vendors.) and want to take your skills to a different type of role, we want to hear from you. Utmost professionalism and multi-tasking skills, along with creativity to think outside the box is needed.

What will make you stand out:

• 5-10 years of combined experience in logistics and/or complex concurrent event management and/or management of a professional service delivery team for high-value guests
• Background in high-paced, high-volume operations logistics preferably with experience in information technology (IT) or audio-visual in a legal or professional services business or a similar field
• Proven experience delivering an exceptional client experience internally and externally
• Stellar communication and professionalism required
• Must be willing to work on-site as this position requires extensive coordination and management
• Savvy at meeting tight deadlines while pulling together resources and holding people accountable to deliverables and timelines

If you are in the downtown Toronto area and looking for a role that will bring you back on-site and working with a team, we have an awesome organization for you. Contact us at to discuss how you can join this fantastic group.