Manager, Client Relations and Support

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:

• 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.

Client Relationship Management & Market Source 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.

Acerca de Manulife y John Hancock

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En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.

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Referenced Salary Location

Waterloo, Ontario

Modalidades de Trabajo

Híbrido

Salary range is expected to be between

$85,300.00 CAD - $135,300.00 CAD

Los empleados también tienen la oportunidad de participar en programas de incentivos y recibir una compensación vinculada al rendimiento empresarial e individual. El salario real variará según las condiciones del mercado local, la geografía y factores relacionados con el puesto como conocimientos, habilidades, requerimientos, experiencia y educación/formación. Si solicitas este puesto fuera de tu ubicación principal, por favor escríbenos a View email address on apply.j-vers.com para conocer el rango salarial correspondiente a tu ubicación.

Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con View email address on apply.j-vers.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.

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