Director, Client Experience & Growth

TechAlliance of Southwestern Ontario, London Economic Development Corporation; London; Hybrid; CAD 114,000 - 164,000; Full time

Benefits offered by this job

Career Development

Health & Wellness Benefits

Time Off & Volunteer Day

Pension & Share Ownership Programs

Rewards & Recognition

Employee ERGs & Mentorship

Job summary

Canada Life, located in London, Ontario, seeks a Director, Client Experience and Operations to lead the Financial Solutions Centre, aligning client experience and operations with sales, service, and compliance goals. You will coach leaders, drive growth, and oversee budgeting, technology, and quality programs in a hybrid environment.

The role requires strategic thinking, strong communication, and experience in wealth management or financial services, with licenses such as IFIC, CSC, or LLQP

Qualifications

• Proven leadership in wealth management or related field.
• Licensing such as IFIC, CSC, LLQP is asset.
• University degree in Business or related discipline.
• Strong business acumen with experience managing sales, budgets and initiatives.
• Ability to build partnerships and influence across functions.
• Experience leading large teams in fast-paced, client-focused environment.
• Strategic thinking, problem-solving, decision-making and ability to navigate complexity.
• Excellent communication and relationship management across levels.
• Knowledge of investments, insurance, retirement, wealth products and regulatory requirements is asset.

Responsibilities

• Lead strategy, performance, and operations of the FSC to meet sales, service, financial, and compliance goals.
• Coach and develop people leaders across client experience, sales support, and operations.
• Develop and execute business plans aligned with organizational goals.
• Oversee budgeting, forecasting, tech implementation, quality, compliance, and customer satisfaction initiatives.
• Drive continuous improvement of processes and client experiences.
• Partner with leaders across Dealer Ops, Wealth Delivery, Canada Ops, Finance, and Client Advisory to support initiatives.
• Set performance standards and accountability for exceptional client service and growth.
• Resolve complex client, operational, and regulatory issues in line with policies.

Skills

Strategic leadership

People leadership

Wealth management knowledge

Regulatory compliance

Stakeholder management

Communication

Change management

Licensing awareness

Education

University degree in Business or related discipline

Job description

Select how often (in days) to receive an alert:

The Director, Client Experience and Operations leads the Financial Solutions Centre (FSC), a dynamic growth business within Client Advisory Services that delivers advice and service through a virtual model. The role is accountable for the overall client experience, business performance, operational effectiveness, regulatory compliance, and talent strategy of the FSC. Working through a team of leaders, the Director drives sales growth, enhances client outcomes, and ensures the delivery of exceptional advice and service while supporting the organization's long-term growth objectives.

As a strategic leader, the Director oversees both client-facing and operational teams, develops business plans, and partners across the organization to drive continuous improvement, innovation, and scalable growth. The role serves as a key liaison with internal business partners and operational teams to ensure efficient execution and alignment to strategic priorities.

What You Will Do

• Lead the overall strategy, performance, and operations of the Financial Solutions Centre, ensuring achievement of sales, service, financial, and compliance objectives
• Coach, develop, and support people leaders responsible for client experience, sales support, and operations teams, fostering a high-performance and client-centric culture
• Develop and execute business plans that align with organizational goals and support continued growth of the virtual advice business
• Oversee operational infrastructure, including budgeting, forecasting, technology implementation, quality assurance, compliance, and customer satisfaction initiatives
• Drive continuous improvement by identifying opportunities to enhance processes, client experiences, and operational efficiency
• Partner with business leaders across Dealer Operations, Wealth Delivery, Canada Operations, Finance, and Client Advisory Services to support strategic initiatives and business outcomes
• Establish performance standards and accountability measures that promote exceptional client service, advice quality, and business growth
• Lead the resolution of complex client, operational, and regulatory issues while ensuring adherence to corporate policies and industry requirements.

What You Will Bring

• Proven leadership experience in wealth management, financial services, sales operations, client service, or a related business environment
• Industry licensing or certifications, such as IFIC, CSC, or LLQP, are considered an asset
• University degree in Business or a related discipline.
• Strong business acumen with demonstrated success managing sales, operational performance, budgets, and strategic initiatives
• Exceptional ability to build partnerships and influence stakeholders across multiple business functions
• Experience leading and developing leaders and large teams within a fast-paced, client-focused environment
• Strong strategic thinking, problem-solving, and decision-making capabilities, with the ability to navigate complexity and drive results
• Excellent communication and relationship management skills, with the ability to engage effectively at all levels of the organization
• Knowledge of investment, insurance, retirement, and wealth management products and associated regulatory requirements is considered an asset

-

The base salary for this position is between $114,200 - $164,200 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life

We’reunited by a shared purpose: to improve the financial,physicaland mental well-beingof Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’relooking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers,communitiesand each other.Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annuallytowardseducation reimbursement.
• Health & Wellness:Flexible health and dental benefits,plus a $5,000 mental health benefit to support your well-being.
• Time Off:In addition to regular vacation andpersonal days,we support communityinvolvement with avolunteer day.
• Financial Security:Company-matching pension plan,share ownership program andadditionalinvestment options.
• Rewards and Recognition:Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis onCommunity:We provide aworkplace whereemployeesfeel connected and supported throughEmployee Resource Groups (ERGs),mentorshipprograms,socialclubsandevents.

We’recommitted to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail]. All information provided will be handledin accordance withapplicable laws and Canada Life policies.

Canada Lifewould like to thank all applicants, however only those who qualify for an interview will be contacted.

#LI-Hybrid

Requisition ID: 7014

Category: Sales and Business Development

Location:
London, ON, CA Toronto, ON, CA Montreal, Quebec, CA Winnipeg, MB, CA

Date: Sep 14, 2026