The Manager, Client Solutions CoE (Escalations) leads a team of Triage Analysts and Solutions Coordinators responsible for the intake, prioritization, coordination, and resolution of complex client issues across our Group Annuity (GA), Open Architecture (OA), and Member Pension Solutions (MPS) businesses. This role serves as the operational leader for escalation management, driving end-to-end ownership, reducing resolution timelines, and improving the client experience through effective coordination across multiple business units. The successful candidate will have the prospect to lead a high-visibility team that partners closely with Operations, Relationship Management, Product, Compliance, and other stakeholders to resolve complex issues and identify root causes.

In this role, they will influence operational strategy, develop future leaders, and help shape the continued evolution of the Client Solutions Centre of Excellence. Oversee the end-to-end escalation management process, ensuring timely resolution, adherence to service level commitments, and consistent communication with stakeholders and business partners. Partner with operational leaders, Relationship Management, Member Processing, Sponsor Services, Compliance, and other business units to coordinate the resolution of complex client issues.

Monitor performance metrics, identify trends and root causes, and implement process improvements that reduce escalations, improve turnaround times, and enhance the client experience. Drive accountability, resource planning, governance, reporting, and continuous improvement initiatives while supporting the ongoing evolution of the Client Solutions Centre of Excellence. 5+ years of leadership experience in retirement operations, client services, escalation management, or a related financial services environment. ~3+ years of experience leading teams responsible for complex case management, issue resolution, or operational service delivery.



~ Strong knowledge of retirement products, operational processes, and client servicing within GA, OA, MPS, or similar retirement/pension environments. ~ Demonstrated experience using operational reporting, dashboards, and case management systems to manage performance and drive results. ~ Post-secondary degree in Business, Finance, Commerce, or a related field, or equivalent work experience. Strong stakeholder management skills with experience partnering with senior leaders and influencing outcomes across multiple business areas.

Experience managing complex escalations involving multiple operational teams, vendors, or external partners. 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.

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. 92,900.00 CAD - $142,900.00 CAD 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. 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 ( . #

📌 Client Solutions CoE Manager (Ontario)
🏢 Manulife
📍 Ontario