Regional Director, Client Relations - Canada Retirement

Manulife Financial; Toronto; Hybrid; CAD 125,000 - 175,000; Full time

Benefits offered by this job

Health benefits

Pension plan

Incentive programs

Job summary

Manulife Financial is seeking a Regional Director, Client Relations in Ontario to lead the CRM team for National and Corporate Accounts, supporting advisors and retirement plans within Canada Retirement. You will shape client relationship strategies to strengthen retention and drive growth, collaborating across Operations, Product, and Distribution to deliver exceptional experiences.

The role emphasizes leadership of a high-performing team, governance of client relationships, and active

Qualifications

• 10+ years of experience in client relationship management or related financial services.
• Experience leading client-facing teams and delivering service excellence.
• Proven ability to influence outcomes in a matrix organization.
• Strong understanding of retirement plan design and industry trends.
• Experience engaging senior stakeholders and executives.
• Proficiency with Microsoft Office and CRM technologies.

Responsibilities

• Lead the Ontario CRM team serving corporate and key accounts and advisors.
• Build trusted relationships with senior client stakeholders and understand objectives.
• Act as strategic advisor aligning client goals with capabilities.
• Collaborate to ensure seamless service delivery and resolve complex issues.
• Lead growth, retention, and client satisfaction initiatives regionally.
• Monitor performance metrics and address service gaps proactively.

Skills

Client relationship management

Leadership

Retirement expertise

Strategic advising

Stakeholder engagement

CRM technologies

Microsoft Office

Education

Bachelor's degree

Tools

CRM systems

Data analysis

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 risk-management 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.

The role being advertised is an existing vacancy.

マニュライフとジョン・ハンコックについて

マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/lをご覧ください。

マニュライフは機会均等を是とする雇用主です

マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊娠関連の状態を含む）、性的指向、遺伝的特徴、退役軍人としての地位、性自認、性に関する表明、年齢、婚姻状況、家族状況、障害、または適用法で保護されるその他の要因に対する一切の差別を行うことなく管理されます。

雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、[e-mail]までご連絡をお願いします。

Referenced Salary Location

Toronto, Ontario

Working Arrangement

ハイブリッド勤務

Salary range is expected to be between

$125,100.00 CAD - $175,100.00 CAD

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact [e-mail] for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holiday, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact [e-mail] for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more data, please refer to personal information collection statement.