Regional director, client relations - canada retirement

Société Financière Manuvie; Toronto; Hybrid; CAD 125,000 - 175,000; Full time

Job summary

Société Financière Manuvie is seeking a Regional Director, Client Relations to lead the Ontario CRM team, support National and Corporate Accounts, and drive retention and growth in Canada Retirement.

You will partner with Advisors and internal stakeholders to align client needs with organizational capabilities, shaping future service models and strategies. Hybrid work in Toronto is offered.

Qualifications

• 10+ years of experience in client relationship management, retirement, wealth management or related area.
• Proven track record leading high-performing client-facing teams.
• Experience engaging senior client stakeholders, advisors, and executives.
• Ability to balance strategic thinking with execution in a matrixed organization.
• Strong understanding of retirement plan design and client relationship practices.

Responsibilities

• Lead the Ontario CRM team supporting Corporate and Key Accounts and advisors.
• Build trusted relationships with senior client stakeholders and understand business objectives.
• Act as strategic advisor aligning client goals with capabilities across functions.
• Collaborate with Operations, Product, Distribution, Risk to ensure service delivery.
• Represent Canada Retirement in governance meetings and strategic planning.
• Identify opportunities to enhance client satisfaction, loyalty and growth.

Skills

Leadership

Stakeholder management

Strategic thinking

Client relationship management

Retirement industry knowledge

Analytical skills

Negotiation

Influencing

CRM technologies

Microsoft Office

Education

Bachelor's degree in Business/Finance or related field

Advanced industry designations (CEBS, CFA, or equivalent)

Tools

CRM software

Job description

The Regional Director, Client Relations is responsible for leading the Ontario Client Relationship Management (CRM) team focused on supporting National and Corporate Accounts, advisor relationships, and retirement plans within the Canada Retirement business. This role leads the development and execution of client relationship strategies that strengthen retention, drive growth, and deliver exceptional client and advisor experiences.

As a key member of the Client Relations leadership team, the Regional Director serves as a strategic partner to clients, advisors, and internal stakeholders. The role works closely with leaders across Operations, Product, Distribution, and other business functions to influence strategic decisions, resolve complex client challenges, and align client needs with organizational capabilities.

The successful candidate will lead a high-performing team, contribute to the evolution of the client and advisor experience, influence enterprise initiatives, and help shape the future direction of the Canada Retirement business.

Position Responsibilities:

Client Relationship Management & Business Partnership

• Lead the Client Relationship Managers (CRM) team in Ontario supporting Corporate and Key Accounts, advisors, plan sponsors, and other strategic intermediaries.
• Build and maintain trusted relationships with senior client stakeholders to understand their business objectives, challenges, and evolving needs.
• Act as a strategic advisor, providing insights and solutions that align client goals with organizational capabilities.
• Collaborate with Operations, Product, Distribution, Risk, and fellow Client Relations leaders to ensure seamless service delivery and resolution of complex client issues.
• Represent Canada Retirement in client governance meetings, advisor meetings, quarterly business reviews, and strategic planning discussions.
• Anticipate emerging client needs and identify opportunities to enhance client satisfaction, loyalty, and advocacy.

Strategic Growth & Retention

• Lead and support the CRM team in driving client satisfaction, retention, asset growth, and strategic relationship expansion.
• Develop and execute regional client strategies that support long-term growth, advisor engagement, and retention objectives.
• Identify emerging market trends, industry developments, and client needs to proactively position retirement solutions and services.
• Partner with Distribution and Product teams to support new business opportunities, respond to RFPs, participate in finalist presentations, and contribute to strategic growth initiatives.
• Provide client and advisor insights that help inform business priorities, product enhancements, and service experience improvements.

Service Delivery Oversight

• Ensure service standards and contractual obligations are met across assigned client relationships.
• Monitor key performance indicators, client satisfaction measures, and operational outcomes; proactively address service gaps and elevate issues as required.
• Collaborate with Operations leadership to identify opportunities to improve processes, strengthen service delivery, and enhance the client experience.
• Lead service recovery efforts for complex client situations and advocate for solutions that balance customer needs and business objectives.

Risk Management & Governance

• Maintain a strong awareness of operational, regulatory, and reputational risks impacting client relationships.
• Ensure compliance with internal policies and external regulatory requirements.
• Participate in client governance reviews, audits, and riskmanagement activities as required.
• Support business continuity planning and risk mitigation strategies for strategic client relationships.

Leadership & Collaboration

• Lead, coach, and develop a high-performing team of Client Relationship Managers through active coaching, performance management, and career development.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Build leadership capability and support succession planning across the Client Relations organization.
• Lead through change by helping team members adapt to evolving client expectations, business priorities, and organizational transformation initiatives.
• Support employee engagement and create an inclusive environment where diverse perspectives are valued and team members can thrive.
• Collaborate effectively with leaders across Canada Retirement to advance strategic priorities and deliver exceptional client and advisor outcomes.
• Actively contribute as a member of the Client Relations leadership team, helping shape future service models, relationship management strategies, and organizational priorities.

Required Qualifications:

• 10+ years of experience in client relationship management, retirement, wealth management, financial services, or a related industry.
• Demonstrated experience leading and developing high-performing client-facing teams.
• Proven track record of building strong client relationships and delivering exceptional service outcomes.
• Experience influencing outcomes and driving change within a matrixed organization.
• Strong understanding of retirement plan design, retirement industry trends, and client relationship management practices.
• Experience engaging senior client stakeholders, advisors, consultants, and executive decision-makers.
• Demonstrated ability to balance strategic thinking with execution and operational excellence.
• Strong analytical, problem-solving, negotiation, and influencing skills.
• Proficiency with Microsoft Office applications and CRM technologies.
• Experience leading organizational transformation initiatives, service model changes, or large-scale client transitions is considered an asset.

Preferred Qualifications:

• Bachelor's degree in Business, Finance, or a related field. Advanced industry designations (for example, CEBS, CFA, or equivalent) are considered an asset.

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.

Le poste annoncé correspond à une vacance existante.

À propos de Manuvie et de John Hancock

La Société Financière Manuvie est un chef de file mondial des services financiers qui aide les gens à prendre leurs décisions plus facilement et à vivre mieux. Pour en apprendre plus à notre sujet, rendez vous à l’adresse www.manuvie.com.

Manuvie est un employeur qui souscrit au principe de l’égalité d’accès à l’emploi

Chez Manulife/John Hancock nous valorisons notre diversité. Nous nous efforçons d’attirer, de perfectionner et de maintenir une main d'oeuvre qui est aussi diversifiée que nos clients, et de favoriser la création d’un milieu de travail inclusif qui met à profit la diversité de nos employés et les compétences de chacun. Nous nous engageons à assurer un recrutement, une fidélisation, une promotion et une rémunération équitables, et nous administrons toutes nos pratiques et tous nos programmes sans discrimination en raison de la race, de l’ascendance, du lieu d’origine, de la couleur, de l’origine ethnique, de la citoyenneté, de la religion ou des croyances ou des convictions religieuses, du genre (y compris grossesse et affection liée à une grossesse), de l’orientation sexuelle, des caractéristiques génétiques, du statut d’ancien combattant, de l’identité de genre, de l’expression de genre, de l’âge, de l’état matrimonial, de la situation de famille, d’une invalidité ou de tout autre motif protégé par la loi applicable.

Nous nous sommes donné comme priorité d’éliminer les obstacles à l’accès égalitaire à l’emploi. C’est pourquoi un représentant des Ressources humaines collaborera avec les candidats qui demandent accommodement raisonnable pendant le recrutement. Tous les renseignements communiqués pendant le processus de demande d’accommodement seront stockés et utilisés conformément aux lois et aux politiques applicables de Manuvie. Pour demander une mesure d’accommodement raisonnable dans le cadre du recrutement, écrivez à [e-mail].

Région de référence du salaire

Toronto, Ontario

Modalités de travail

Hybride

L’échelle salariale devrait se situer entre

$125,100.00 CAD - $175,100.00 CAD

Les employés ont également la possibilité de participer à des programmes incitatifs et de recevoir une rémunération liée à la performance de l’entreprise et des individus. Le salaire réel variera selon les conditions du marché local, la région géographique et les facteurs propres au poste, tels que les connaissances, les compétences, les qualifications, l’expérience et la formation. Si vous postulez à ce poste en dehors de votre lieu principal, veuillez contacter [e-mail] pour connaître la fourchette salariale applicable à votre région.

Manuvie offre aux employés admissibles une vaste gamme d’avantages sociaux personnalisables, notamment une assurance soins médicaux, soins dentaires, santé mentale, soins de la vue, invalidité de courte et de longue durée, assurance vie et assurance DMA, assurance adoption, de maternité de substitution et de soins médicaux non urgents ainsi que des programmes d’aide aux employés et leur famille. Nous proposons également aux employés admissibles différents régimes d’épargne-retraite (y compris des régimes de rente et un programme international d’actionnariat assortie de cotisations patronales de contrepartie) ainsi que des ressources en matière d’éducation et de conseils financiers. Notre généreux programme de congés rémunérés au Canada comprend les jours fériés, les congés annuels, les congés personnels et les congés de maladie, et nous offrons toute la gamme des congés autorisés prévus par la loi. Si vous posez votre candidature à ce poste aux États-Unis, veuillez écrire à [e-mail] pour obtenir de plus amples renseignements sur les dispositions relatives aux congés rémunérés spécifiques aux États-Unis.

Nous utilisons des technologies de données et d’analytique, telles que l’intelligence artificielle (IA), ainsi que des outils de traitement automatisé pour analyser et traiter les renseignements que vous nous fournissez ou que des tiers nous transmettent dans le cadre du processus de demande. Pour en savoir plus, veuillez consulter notre énoncé sur la collecte de renseignements personnels.