- Lead a team of Client Relationship Centre Representatives providing relationship support to Responsive and Conserve segment clients

- Establish and monitor annual individual and team objectives, including quality standards, turnaround times, speed of answer, and implementation of best practices

- Ensure consistent, high-quality service delivery virtually and across regional locations in Montreal, Toronto, Waterloo, Calgary, and Vancouver

- Participate in optimizing the Client Relationship Centre service delivery model

- Support change management and champion continuous improvement and innovation

- Ensure quality execution and adoption of change initiatives are sustainable

- Direct and support service delivery for plan sponsor requests, plan design changes, and problem resolutions

- Develop team competencies by leveraging individual strengths and talents

- Track, report, and monitor team metrics to ensure effective and accurate execution of client requests

Requirements

- University degree (or equivalent work experience), preferably with emphasis in finance or business administration

- Minimum 8–10 years of work experience with knowledge of the financial services industry, specifically group retirement services

- Strong knowledge of compliance and legislation in the group retirement industry

- Management experience

- Ability to build, coach, and support a high-performing team

- Strong client relationship management skills with external and internal partners

- Focus on exceptional customer experience and continuous enhancement

- Strong knowledge of operational practices, processes, technologies, and financial management





- Strong negotiating and influencing skills

- Strong organizational and time management skills

- Excellent oral and written communication, facilitation, and presentation skills

- Bilingualism in French and English, orally and in writing, required for Quebec only

- Ability to travel to regional operations in Montreal, Toronto, Waterloo, Calgary, and Vancouver

- RPA or CEBS designation is an asset

- IFIC or CSC designation is an asset

- Group annuity plans advisor license with the Autorité des marchés financiers (AMF) is an asset

Core Competencies

Demonstrates strong leadership in managing client relationship teams, ensuring high-quality service delivery and continuous improvement in the financial services sector. Possesses expertise in compliance, operational practices, and client relationship management, with a focus on enhancing customer experience.

Highest-signal resume keywords

- Client Relationship Management

- Team Leadership

- Financial Services Knowledge

- Compliance and Legislation Expertise

- Bilingualism in French and English

ATS Optimization Keywords

Hard Skills

- Operational Practices

- Financial Management

- Change Management

- Quality Standards Monitoring

- Metrics Tracking

Soft Skills

- Negotiating Skills

- Influencing Skills

- Organizational Skills

- Time Management Skills

- Communication Skills

Certifications & Qualifications

- RPA Designation

- CEBS Designation

- IFIC Designation

- CSC Designation

- Group Annuity Plans Advisor License

Industry Keywords

- Group Retirement Services

- Client Relationship Centre

- Service Delivery Model

- Continuous Improvement

- Customer Experience

📌 National Manager, Client Relationship Centre (London)
🏢 Jobtailor
📍 London