Senior Manager, Client Relations & Retirement 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

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.