Director, Client Experience & Growth

Canada Life; Winnipeg; On-site; CAD 114,000 - 164,000; Full time

Benefits offered by this job

Career development

Health & Wellness

Time off

Financial security

Rewards & Recognition

Community & ERGs

Job summary

Canada Life in Winnipeg seeks a Director, Client Experience and Operations to lead the Financial Solutions Centre, driving client experience, service quality, and growth in a virtual advisory model.

You will oversee leaders across client experience, sales support, and operations, shaping business plans, budgets, and strategic initiatives while ensuring regulatory compliance and collaboration across the organization.

Qualifications

• 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 assets.
• University degree in Business or related discipline.
• Strong business acumen with success in sales, operations, budgets, and strategic initiatives.
• Excellent relationship management and stakeholder influence across functions.
• Experience leading and developing large teams in fast-paced environments.
• Strategic thinking, problem-solving, and the ability to navigate complexity.
• Strong communication skills across all organizational levels.
• Knowledge of investment, insurance, retirement, and wealth management products is an asset.

Responsibilities

• 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.
• Develop and execute business plans that align with organizational goals and growth of the virtual advice business.
• Oversee budgeting, forecasting, technology implementation, quality assurance, compliance, and customer satisfaction initiatives.
• Drive continuous improvement by enhancing processes, client experiences, and operational efficiency.
• Partner with business leaders to support strategic initiatives and business outcomes.
• Establish performance standards and accountability for client service and growth.
• Lead the resolution of complex client, operational, and regulatory issues in line with policies.

Skills

Leadership

Wealth management

Licenses

Stakeholder management

Strategic thinking

Communication

Team development

Regulatory knowledge

Education

University degree in Business

Job description

Permanent Full Time

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’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and 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:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annually towards education 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 and personal days, we support community involvement with a volunteer day.
• Financial Security:Company-matching pension plan,share ownership program and additionalinvestment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

Learn more about Canada Life.

We’re committed 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 handled in accordance with applicable laws and Canada Life policies.

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