National Client Support Operations Manager

Shape client support operations at Manulife, combining service excellence, process improvement, and AI-enabled efficiency in hybrid Waterloo, Ontario.As Manager, Client Relations and Support, you will coordinate national teams across client relations, small business support, pension services, and sales support. You will strengthen workflows, service quality, operational performance, and client outcomes while partnering with Distribution, Operations, and Product. The role also carries leadership, compliance, and change management responsibilities.Key Responsibilities:
Partner with business teams on retention and growth initiativesImprove workflow effectiveness, efficiency, and client outcomesChampion AI, automation, and digital toolsMaintain quality standards, procedures, and training resourcesPromote accountability, accuracy, and risk awarenessRequirements:
Five to seven years in financial services or relationship managementProven client-facing and operational support leadership experienceStrong problem-solving, analytical, and organizational skillsDemonstrated process improvement implementation experienceAdvanced Microsoft Office skills, including Copilot PremiumUse operational leadership, process improvement, and service expertise to advance Manulife’s client support experience across Canada.
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