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.

Robust 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.
Acerca de Manulife y John Hancock Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .
Manulife es un empleador que ofrece igualdad de oportunidades 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.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a [email protected] .
Referenced Salary Location Toronto, Ontario
Modalidades de Trabajo Híbrido
Salary range is expected to be between $125,100.00 CAD - $175,100.00 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 [email protected] 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 ofrece la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto del [email protected] para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.
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 information, please refer to our personal information collection statement (https://careers.manulife.com/global/en/talentacquisitionprivacystatement) .

#J-18808-Ljbffr

📌 Regional Director, Client Relations (Ontario)
🏢 Manulife
📍 Ontario