Client Relationship Specialist - Implementation

Clear Destination Inc.; Southwestern Ontario; Hybrid; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Incentive pay

Annual salary reviews

Benefits and pension matching

Job summary

Equitable is seeking a Client Relationship Specialist - Implementation to join our Group Benefits team. You will deliver a best-in-class onboarding experience, translating client requirements into Equitable’s systems and guiding plan setup through go-live.

This role emphasizes stakeholder collaboration, risk management, and timely, accurate installations. You will work remotely from a home office, with potential in-person requirements in Waterloo, ON or nearby locations.

Qualifications

• 3-5+ years of Group Benefits experience, including implementation and onboarding.
• Strong understanding of plan design, installation processes, and underwriting implications.
• Excellent organizational, time management and communication skills.

Responsibilities

• Serve as the primary contact for Advisors and clients during onboarding and implementation.
• Ingest client requirements and translate them into internal systems for accurate plan installation.
• Guide clients through plan setup with complete and timely documentation.
• Manage end-to-end implementation lifecycle from sale to go-live.
• Develop and manage implementation timelines, milestones, and mitigate risks.
• Coordinate with underwriting, administration, claims, IT and other teams for successful installation.
• Perform risk assessment and make case-specific decisions on exceptions.
• Support complex or non-standard implementations and adapt to changing priorities.
• Participate in finalist presentations to explain timelines and onboarding requirements.
• Collaborate with Advisors and GAEs to resolve issues and ensure a coordinated onboarding experience.
• Ensure documentation meets accuracy and compliance standards.
• Contribute to process improvements and checklists for implementation.
• Meet established performance metrics for turnaround times, quality and reporting.

Skills

Group Benefits

Implementation

Onboarding

Communication

Microsoft Office

Bilingual EN/FR

CEBS/GBA asset

Tools

Microsoft Office

Job description

The Opportunity:

At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

We are seeking a Client Relationship Specialist - Implementation to join our Group Benefits team. As a key member of our Head Office Group Benefits team, you will play a critical role in delivering a best-in-class onboarding experience and serving as the face of Equitable during the implementation phase.

In this role, you will be responsible for translating client Group Benefits requirements into Equitable’s internal systems and processes, ensuring accurate and timely plan installation from initial sale through implementation and into early stabilization. You will combine technical expertise, strong relationship management, and process discipline to deliver a seamless onboarding experience that builds client confidence and trust.

Join one of the region’s top employers and be part of something that truly makes a difference.

Work Arrangements:

You will work from your home office 100% of the time. You may be required to be in-person at our office in Waterloo, ON or another assigned location within the Waterloo Region, on an as needed basis. Sales related roles may be required to travel based on the assignment.

What you’ll do:

• Serve as the primary point of contact for Advisors and new clients throughout the onboarding and implementation process
• Ingest client Group Benefits requirements and translate them into Equitable’s internal systems and processes for accurate plan installation
• Guide clients through plan setup, ensuring all documentation, enrollment data, and requirements are complete, accurate, and delivered within established timelines
• Manage the end-to-end implementation lifecycle, from initial sale through to successful plan installation and transition at go-live
• Develop and manage implementation timelines, track milestones, and proactively identify and mitigate risks or delays
• Coordinate with internal teams (Underwriting, Group Benefits Administration, Claims, IT, and other operational partners) to ensure all components are aligned for successful installation
• Perform risk assessment and analysis related to plan design, setup requirements, and implementation exceptions
• Make case‑specific decisions on administrative and implementation exceptions within established guidelines
• Support and manage complex or non‑standard group implementations, adapting approaches to meet unique client requirements
• Participate in finalist presentations with prospective clients, providing expertise on implementation timelines, onboarding requirements, and the end-to-end implementation process to support a successful transition to our Group Benefits plans. This role may require occasional travel to attend in person.
• Collaborate with Advisors, Group Account Executives (GAEs), and internal stakeholders to resolve implementation issues and ensure a coordinated onboarding experience
• Ensure all documentation meets high standards of accuracy, completeness, and compliance to support efficient installation
• Contribute to the development, standardization, and improvement of implementation processes, documentation, and checklists
• Meet established implementation performance metrics, including turnaround times, quality standards, and reporting requirements

What you’ll bring:

• 3-5+ years of Group Benefits experience, including strong experience in implementation and onboarding
• Solid understanding of Group Benefits products, plan design, and installation processes
• Demonstrated ability to analyze complex requirements, assess risk, and make sound decisions within defined guidelines
• Strong understanding of how Underwriting, Claims, Administration, and other group functions contribute to implementation outcomes
• Excellent organizational, time management, and problem‑solving skills with the ability to manage multiple implementations in a fast‑paced environment
• High level of accuracy and attention to detail, particularly in documentation and data management
• Exceptional communication skills (verbal and written), with the ability to clearly guide clients and advisors through implementation processes
• Strong presentation and training skills, with the ability to deliver effective onboarding sessions
• Ability to adapt to complex or non‑standard implementations and shifting priorities
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and ability to quickly learn new systems
• Knowledge of provincial health plans and relevant federal/provincial legislation is an asset
• Certified Employee Benefit Specialist (CEBS/GBA) designation is an asset
• Bilingual (English/French) is an asset

What’s in it for you:

• Career Growth: Regular learning sessions and developmentopportunities
• Total Rewards: Incentive pay, annual salary reviews, employer-paid benefits and pensionmatching
• Time Away: Competitive vacation plus one paid volunteer day each year
• Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a "dress for your day" approach

At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at [e-mail]. We’re happy to help.

Your base pay will be based on your skills, qualifications, experience and education. In addition to your salary, this role is eligible for a discretionary annual incentive award tied to business performance, plus a wide range of competitive benefits. If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included.

Reports To: Manager, Client Experience
Department: Group
Term: Permanent Full-Time
Location: Newfoundland and Labrador