Team Lead – Client Relations

Position Description:

CGI’s Payroll Services Center (PSC) offers comprehensive cloud-based solutions that simplify payroll and human capital management. We take pride in our strong client relationships, reflected in our exceptionally high satisfaction rates.
Every day, our professionals help hundreds of clients process payroll for their employees across various industries. In this role, you will contribute to the success of local businesses within a dynamic team of over professionals serving more than 62, clients.
We are looking for a reliable and motivated individual. Are you ready to play a key role?
What we offer:

Continuous learning: we provide comprehensive and ongoing paid training in Canadian payroll
Daytime weekday schedule, promoting work-life balance
A work environment recognized as one of the best in Canada (Best Workplaces certification)
Employee assistance program, health and wellness programs, comprehensive insurance coverage, and financial support for job-related studies
Career development supported by a professional growth plan
Access to share purchase plans and profit-sharing from day one
Flexible benefits tailored to your needs: insurance plans, telemedicine, and much more

Reporting to the Director of Client Relations, the Team Lead – Client Relations plays a key role in ensuring client satisfaction and retention, particularly by managing and resolving client issues or events. The role also provides essential support to the team through strong technical knowledge of payroll management.
This position offers strong visibility with senior management, including opportunities to present various cases and actively contribute to their resolution.

Your future duties and responsibilities:

-Coordinate the activities of the Client Relations (CR) teams
-Support team members in analyzing client situations, validate conclusions, and, when necessary, actively participate in second-level handling of cases (analysis, client calls, etc.)
-Provide daily support and guidance to team members by answering questions (operational support) and sharing relevant information
-Perform technical payroll analysis to identify the root causes of client dissatisfaction, review communications, establish a timeline of events, and collaborate with other departments (support, technical team, team leads, managers, etc.)
-Act as the main point of contact with clients throughout the process, explaining ongoing actions, providing clear and reassuring responses, and presenting analysis findings
-Based on the conclusions, define the resolution strategy and, when appropriate, propose and negotiate compensation
-Draft, review, and approve client communications related to specific cases
-Collaborate closely with operational stakeholders (feedback, technical issues, etc.) and represent the team in weekly operational alignment meetings
-Ensure compliance with established service levels and manage relationships with partners
-Participate in various operational meetings and contribute to company projects
-Follow up on cases and make recommendations for improvements and optimizations
-Support the manager in recruitment, hiring, and onboarding of team members

Required qualifications to be successful in this role:

-Hold a Bachelor's degree in Administration, Accounting, Industrial Relations, or a related field (or an equivalent combination of education and experience)
-4 to 6 years of relevant experience, including 3+ years in Canadian payroll management (full cycle), B2B customer service, and complex case management
-Hold the Payroll Compliance Practitioner (PCP) certification or the Accredited Payroll Leader (APL) designation from the National Payroll Institute (an asset)
-Knowledge of OPERA, SAO, and client applications
-Strong analytical skills: ability to assess situations from multiple perspectives, anticipate issues, and ask the right questions
-Excellent communication, customer service, and negotiation skills
-High level of accuracy, discretion, and organizational skills
-Ability to manage multiple files simultaneously and collaborate with various internal stakeholders (excellent time and priority management)
-Demonstrate attention to detail, rigor, and accountability
-Bilingualism (French and English)


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CGI provides a reasonable estimate of the salary range for this position. This range is determined based on various factors, including skill level, geographic market, experience, education, as well as licenses and certifications. Compensation decisions depend on the facts and circumstances of each individual case. A reasonable estimate of the current range is $60, – $,.

Skills:

• English
• French
• Analytical Thinking
• Canadian Payr.Legisl. (Quebec)
• Communication
• Customer Service & Support
• Problem Solving