National Manager, Client Relationship Centre

Jobtailor; Southwestern Ontario; On-site; CAD 95,000 - 130,000; Full time

Job summary

Jobtailor in Canada seeks a senior leader to head the Client Relationship Centre, delivering top-tier service to retirement clients across Montreal, Toronto, Waterloo, Calgary and Vancouver.

You will establish annual objectives, monitor quality, streamline processes and drive continuous improvement while collaborating with internal and external partners to enhance customer experience.

Qualifications

• University degree (or equivalent work experience) with emphasis in finance or business administration.
• 8–10 years in financial services, especially group retirement services.
• Strong knowledge of compliance and legislation in the group retirement industry.
• Management experience and ability to coach a high-performing team.
• Excellent client relationship management with internal and external partners.
• Willingness to travel to regional operations across multiple cities.

Responsibilities

• Lead a team of Client Relationship Centre Representatives delivering relationship support.
• Set and monitor annual team objectives, quality standards, turnaround times and best practices.
• Ensure high-quality service delivery across Montreal, Toronto, Waterloo, Calgary and Vancouver.
• Participate in optimizing the Client Relationship Centre service delivery model.
• Support change management and continuous improvement initiatives.
• Direct and support service for plan sponsor requests, plan design changes and resolutions.
• Develop team competencies by leveraging individual strengths.
• Track and report team metrics for efficient execution.

Skills

Client Relationship Management

Team Leadership

Financial Services Knowledge

Compliance and Legislation Expertise

Bilingualism in French and English

Education

University degree (or equivalent)

Job description

• Lead a team of Client Relationship Centre Representatives providing relationship support to Responsive and Conserve segment clients
• Establish and monitor annual individual and team objectives, including quality standards, turnaround times, speed of answer, and implementation of best practices
• Ensure consistent, high-quality service delivery virtually and across regional locations in Montreal, Toronto, Waterloo, Calgary, and Vancouver
• Participate in optimizing the Client Relationship Centre service delivery model
• Support change management and champion continuous improvement and innovation
• Ensure quality execution and adoption of change initiatives are sustainable
• Direct and support service delivery for plan sponsor requests, plan design changes, and problem resolutions
• Develop team competencies by leveraging individual strengths and talents
• Track, report, and monitor team metrics to ensure efficient and accurate execution of client requests

Requirements

• University degree (or equivalent work experience), preferably with emphasis in finance or business administration
• Minimum 8–10 years of work experience with knowledge of the financial services industry, specifically group retirement services
• Strong knowledge of compliance and legislation in the group retirement industry
• Management experience
• Ability to build, coach, and support a high-performing team
• Strong client relationship management skills with external and internal partners
• Focus on exceptional customer experience and continuous enhancement
• Strong knowledge of operational practices, processes, technologies, and financial management
• Strong negotiating and influencing skills
• Strong organizational and time management skills
• Excellent oral and written communication, facilitation, and presentation skills
• Bilingualism in French and English, orally and in writing, required for Quebec only
• Ability to travel to regional operations in Montreal, Toronto, Waterloo, Calgary, and Vancouver
• RPA or CEBS designation is an asset
• IFIC or CSC designation is an asset
• Group annuity plans advisor license with the Autorité des marchés financiers (AMF) is an asset

Core Competencies

Demonstrates strong leadership in managing client relationship teams, ensuring high-quality service delivery and continuous improvement in the financial services sector. Possesses expertise in compliance, operational practices, and client relationship management, with a focus on enhancing customer experience.

Highest-signal resume keywords

• Client Relationship Management
• Team Leadership
• Financial Services Knowledge
• Compliance and Legislation Expertise
• Bilingualism in French and English

ATS Optimization Keywords

Hard Skills

• Operational Practices
• Financial Management
• Change Management
• Quality Standards Monitoring
• Metrics Tracking

Soft Skills

• Negotiating Skills
• Influencing Skills
• Organizational Skills
• Time Management Skills
• Communication Skills

Certifications & Qualifications

• RPA Designation
• CEBS Designation
• IFIC Designation
• CSC Designation
• Group Annuity Plans Advisor License

Industry Keywords

• Group Retirement Services
• Client Relationship Centre
• Service Delivery Model
• Continuous Improvement
• Customer Experience