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.

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 robust 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.

Recruit, onboard, coach, and develop team members while establishing clear performance expectations and supporting career growth.





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.

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.
- Advanced proficiency with Microsoft Office applications, including Copilot Premium.

Bachelor's degree in Business, Finance, Commerce, or a related field.

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.

85,300.00 CAD - $135,300.00 CAD





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. com 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. 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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📌 Manager Support Client & Services (H/F) (Ontario)
🏢 Manulife
📍 Ontario