JOB TITLE: Manager Client Experience & Reconciliation

EMPLOYMENT TYPE: Full-time, Permanent, Hybrid

ABOUT THIS OPPORTUNITY

The Manager, Client Experience & Reconciliation supports the effective handling of escalations and reconciliation activities across multiple Accerta programs. This role combines operational oversight with direct engagement, working closely with clients, families, and service providers to understand concerns, communicate updates, and guide timely resolution. The Manager oversees the intake, triage, investigation, and documentation of complex issues while ensuring that reconciliations of funding allocations, claims, disbursements, and reimbursements are accurate and aligned with internal systems and reporting requirements. Operating in a high-volume, detail-oriented environment, the Manager helps maintain strong internal controls, supports audit readiness, and contributes to transparent, reliable processes that uphold Accerta's service and compliance standards.

Aligned with Accerta's commitment as a certified B Corporation, this role supports Accerta's social purpose by strengthening the reliability and transparency of escalation and reconciliation processes that enable equitable access to publicly funded services. The Manager reinforces B Corp principles of accountability, transparency, equity, and social purpose through strong documentation practices, accurate data stewardship, clear communication, and outcomes that are respectful and fair for participants, stakeholders, and partner organizations.

ACCOUNTABILITIES

• Lead, develop, and manage a team, overseeing hiring, onboarding, coaching, workload management, and performance management to ensure consistent, timely, and high-quality outcomes.
• Engage directly with clients, families, and providers to understand concerns, communicate updates, and support resolution of escalated or reconciliation-related issues with professionalism and clarity.
• Lead the escalation function: intake, triage, investigation, documentation, and resolution of complex cases and exceptions; ensure consistent outcomes, clear decision records, and adherence to applicable policies and standards.
• Establish and maintain escalation workflows, resolution standards, and documentation requirements; identify recurring drivers and implement prevention strategies to reduce repeat escalations.
• Perform or oversee daily/weekly/monthly reconciliations of funding allocations, claims, disbursements, and reimbursements; ensure alignment across internal systems, required reporting, and banking/payment records.
• Investigate discrepancies, variances, and errors; conduct root cause analysis and coordinate resolution with Finance, Operations, Technology, and partner organizations as required.
• Strengthen internal controls and data quality by implementing corrective and preventive actions; maintain audit-ready documentation and strong audit trails for reconciliation and escalation outcomes.
• Develop and monitor operational measures (e.g., volume, aging, turnaround time, error rates, rework, recurring drivers); prepare and deliver regular reporting to leadership on trends, risks, and improvement actions.
• Support audits, compliance reviews, and system testing (UAT) related to reconciliation and escalation processes; validate outcomes and ensure follow-up actions are completed.
• Contribute to continuous improvement initiatives (process mapping, SOPs/job aids, automation opportunities) to improve efficiency, reliability, and transparency across escalation and reconciliation workflows.
• Embed Certified B Corp principles in day-to-day leadership by promoting accountability, transparency, equity, and social purpose; model Accerta values in communication, collaboration, and decision-making.
• Other duties as assigned.

QUALIFICATIONS

• 3+ years of people-leadership experience with demonstrated success coaching and developing teams in a high-volume, deadline-driven environment.
• Experience leading escalations, complex case resolution, or exceptions management in a regulated operational setting.
• Strong reconciliation/financial operations capability including variance analysis, data validation, and internal controls; ability to identify discrepancies and implement practical solutions.
• Excellent analytical, problem-solving, and decision-making skills with high attention to detail.
• Strong written and verbal communication skills; able to explain technical/financial issues in plain language and maintain clear, transparent documentation.
• Proficiency with Microsoft 365 (especially Excel) and experience with CRM/case management and financial/ERP systems; automation tools are an asset.
• Skilled at handling multiple priorities simultaneously and maintaining composure in high-pressure situations demonstrates strong abilities in planning, prioritizing, and coordinating with stakeholders.

Education:

• Post-secondary education in Business Administration, Operations, Finance, or an equivalent combination of education and relevant experience.

ANNUAL SALARY: $70,000 to $100,000

PERFORMANCE BONUS: Up to 10% of annual salary

WHAT WE OFFER

• Group Benefits: Coverage begins on the employee's first day and includes a Health Care Spending Account and Personal Spending Account (depending on allocation).
• Pension Plan: Eligibility starts on the employee's first day, and a 5% employee contribution is matched by a 5% employer contribution.
• Performance-based incentive programs: Opportunities to increase your earnings.
• Growth Opportunities: in a company that promotes from within.
• Volunteering: Time off to volunteer within our community
• Hybrid Work Environment: working environment with a laptop and two monitors.
• Home Office Stipend: A one-time payment of $750 included in the employee's first paycheck.
• Mental Health Support: Access to Mental Health on Demand for employees and their dependents.
• Member Assistance Program: Includes Employee Assistance Program services.
• Community Volunteering: Up to 8 hours of paid time off annually to volunteer in your community.
• Financial Wellness: Opportunities to contribute to non-matching GRRSPs, TFSAs, and FHSAs, along with financial information sessions.
• Education Reimbursement: Tuition reimbursement for post-graduate courses, upon prior approval.
• Employee Referral Reward: Employees can earn a $1,500 reward for successful referrals of other employees.

FLEXIBLE WORK ARRANGEMENT:

Employees are expected to work on-site at least once per month at our Toronto office (4 New Street., Toronto, ON), with additional in-office days as required based on business needs. Hybrid schedules are determined collaboratively between employees, managers, and teams.

HOW TO APPLY

We accept applications submitted via our Dayforce Portal - Click this link to apply. Please note that we use AI tools to support and enhance our recruitment process, including scribing tools during interviews. Artificial intelligence (AI), however, is not used to screen candidates.

Rest assured that your application will be reviewed thoroughly by our hiring team.

We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

Final candidates for this position may be required to undergo a security screening, including criminal records check, judicial matters check, vulnerable sector screening and employment reference check.

To learn more about us please go to: www.accerta.ca