Manager, Client Relations and Support

Manulife John Hancock; Southwestern Ontario; On-site; CAD 120,000 - 170,000; Full time

Job summary

Manulife John Hancock seeks a Manager, Client Relations and Support to lead a national team across Canada, directing client relationship management, market source support, and service delivery within the Canada Retirement business.

The role focuses on building a high-performing team that delivers exceptional client and advisor experiences, supports retention and growth objectives, and ensures service excellence across all areas of responsibility.

Qualifications

• 5-7 years of experience in retirement, financial services, client service, relationship management, or related field.
• Experience leading or coaching client-facing and operational support teams.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong communication, coaching, problem-solving, and relationship-building skills.
• Experience identifying and implementing process improvements.
• Strong analytical and organizational skills.
• Advanced proficiency with Microsoft Office applications, including Copilot Premium.

Responsibilities

• Lead a national team supporting retirement clients, advisors, and market sources across Canada.
• Coach and develop team members to foster retention, growth, and satisfaction objectives.
• Participate in client and advisor meetings and escalate complex relationship, service, and operational issues.
• Partner with Distribution, Operations, and Product teams to support business development and engagement initiatives.
• Lead Small Business Relationship Managers focused on advisor engagement, onboarding support, and adoption of retirement solutions for small businesses.
• Monitor sales activity, pipeline management, and growth initiatives to support business objectives.
• Provide coaching on consultative relationship management and onboarding practices.
• Oversee Pension Service Coordinator and Sales Support Analyst teams to achieve service, quality, productivity, and turnaround objectives.
• Monitor service standards and operational performance while identifying opportunities to improve efficiency, client outcomes, and workflow effectiveness.
• Oversee shared mailbox management, workflow distribution, and timely delivery of service requests, reporting, and client deliverables.
• Recruit, onboard, coach, and develop team members with clear performance expectations and career growth.

Job description

The Manager, Client Relations and Support is responsible for leading a national team of Client Relationship Specialists, Small Business Relationship Managers, Pension Service Coordinators, and Sales Support Analysts within the Canada Retirement business.

This role oversees client relationship management, small business activities, client and market source support and service delivery.

The successful candidate will build and develop a high-performing team focused on delivering exceptional client and advisor experiences, supporting retention and growth objectives, and ensuring service excellence across all areas of responsibility.

Position Responsibilities:

Client Relationship Management & Market Source Support

Lead and coach a national team supporting retirement clients, advisors, and market sources across Canada.

Support team members in fostering strong relationships with clients, advisors, internal partners, and key stakeholders to support retention, growth, and satisfaction objectives.

Participate in client and advisor meetings and act as an escalation point for complex relationship, service, and operational issues.

Partner with Distribution, Operations, and Product teams to support business development, client retention, and market source engagement initiatives.

Small Business Support

Lead a team of Small Business Relationship Managers focused on advisor engagement, onboarding support, and adoption of retirement solutions for small businesses.

Monitor sales activity, pipeline management, and growth initiatives to support business objectives.

Provide coaching and guidance on consultative relationship management and onboarding practices.

Service & Support Management

Lead Pension Service Coordinator and Sales Support Analyst teams to achieve service, quality, productivity, and turnaround objectives.

Monitor service standards and operational performance while identifying opportunities to improve efficiency, client outcomes, and workflow effectiveness.

Oversee shared mailbox management, workflow distribution, and the timely delivery of service support requests, reporting, and client deliverables.

Leadership & Team Development

Recruit, onboard, coach, and develop team members while establishing clear performance expectations and supporting career growth.

Foster a collaborative, inclusive, and accountable culture that promotes employee engagement, knowledge sharing, and continuous learning.

Support succession planning and help team members navigate evolving business priorities and organizational change.

Continuous Improvement & Operational Excellence

Drive continuous improvement initiatives that enhance service quality, operational efficiency, and client outcomes.

Champion the effective use of AI, automation, and digital tools to streamline work, reduce manual activities, and enable the team to focus on higher-value activities.

Leverage performance metrics, service trends, and client feedback to identify opportunities for process improvement and resource optimization.

Support change management initiatives and maintain quality standards, procedures, and training resources.

Risk Management & Compliance

Ensure adherence to company policies, service standards, and regulatory requirements.

Support audit, compliance, governance, and risk mitigation activities, escalating issues as appropriate.

Promote a culture of accountability, accuracy, and risk awareness across the team.

Required Qualifications:

5-7 years of experience in retirement, financial services, client service, relationship management, or a related field.

Experience in leading or coaching client-facing and operational support teams.

Demonstrated ability to manage multiple priorities in a fast-paced environment.

Strong communication, coaching, problem-solving, and relationship-building skills.

Experience identifying and implementing process improvements.

Strong analytical and organizational skills.

Advanced proficiency with Microsoft Office applications, including Copilot Premium.

Preferred Qualifications:

Bachelor's degree in Business, Finance, Commerce, or a related field.

Industry designations such as CEBS, RPA, CSC or equivalent. Completing the RPA designation within 3 years will be a requirement for the selected candidate.

When you join our team:

We'll empower you to learn and grow the career you want.

We'll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

As part of our global team, we'll support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop a