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: Client Relationship Management & Market Source Support - 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.
Small Business
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.
Referenced Salary Location
Waterloo, Ontario Working Arrangement ハイブリッド勤務 Salary range is expected to be between $85,300.00 CAD - $135,300.00 CAD マニュライフとジョン・ハンコックについて マニュライフ・ファイナンシャル・コーポレーションは、「あなたの未来に、わかりやすさを」を提供する、国際的な大手金融サービスプロバイダーです。当社について詳しくは、 https://www.manulife.co.jp/をご覧ください。 マニュライフは機会均等を是とする雇用主です マニュライフ/ジョン・ハンコックでは、多様性を受け入れます。私たちは、サービス提供先であるお客さまと同様に、多様な人材を引きつけ、育成し、定着させ、文化や個人の力を受け入れる包括的な職場環境を促進するよう努めています。当社は公正な採用、定着、昇進、報酬に努めています。当社のすべての慣行およびプログラムは、人種、祖先、出身地、肌の色、民族的出自、市民権、宗教または宗教的信念、信条、性別（妊娠および妊 雇用への平等なアクセスを提供するために、障壁を取り除くことが当社の優先事項です。人事担当者は、応募者が応募プロセス中に合理的配慮を要求する場合に協力します。配慮要求のプロセス中に共有されるすべての情報は、適用される法律およびマニュライフ/ジョン・ハンコックのポリシーに準拠した方法で保存および使用されます。申請プロセスにおいて合理的配慮を要求するには、
[email protected] までご連絡をお願いします。 Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. If you are applying for this role outside of the primary location, please contact
[email protected] for the salary range for your location.
Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D; insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence.
If you are applying for this role in the U.S., please contact
[email protected] for more information about U.S.-specific paid time off provisions. 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 .
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We believe that embracing inclusion is the key to creating a stronger, more resilient organization. It's not just a value - it's a strategic advantage that sets us apart.
📌 Manager, Client Relations and Support (London)
🏢 Manulife
📍 London