Manulife
Financial Services
RegionalDirector,ClientRelations
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“Regional Director, Client Relations at Manulife. Skills: Client Relations, Retirement Solutions, Sales Growth. Lead CRM team. Drive client satisfaction”
What You'll Achieve.
Drive client satisfaction; Drive retention; Drive growth opportunities
Industry & Context.
Analytical; Problem-solving
What They're Looking For.
Must Have
10+ years client relationship management, Proven track record managing client relationships, Proven track record delivering exceptional service, Understanding of Canada Retirement products, Understanding of plan design, Understanding of industry trends, Excellent interpersonal skills, Excellent negotiation skills, Excellent influencing skills, Ability to engage senior stakeholders, Demonstrated ability to manage multiple priorities, Analytical and problem-solving ability, Proficiency in Microsoft Office Suite, Familiarity with CRM tools
Nice to Have
Bachelor's degree in Business, Bachelor's degree in Finance, Advanced designation considered an asset, CFA designation, CEBS designation
What You'll Do.
Drive client satisfaction
Drive growth opportunities
Identify cross-selling opportunities
Identify upselling opportunities
Partner with Distribution teams
Partner with Product teams
Support new business initiatives
Participate in finalist presentations
Ensure service standards are met
Ensure contractual obligations are met
Monitor key performance indicators
Address service gaps proactively
Escalate issues as needed
Collaborate with Operations leadership
Influence process improvements
Enhance client experience
Maintain awareness of operational risks
Maintain awareness of regulatory risks
Ensure compliance with internal policies
Ensure compliance with external policies
Participate in audits
Participate in governance reviews
Support business continuity planning
Support risk mitigation strategies
Mentor Client Relationship Managers
Develop Client Relationship Managers
Foster a culture of collaboration
Foster a culture of innovation
Foster a culture of accountability
How You'll Work.
Team & Collaboration
Internal stakeholders; Operations leadership; Product teams; Distribution teams
Communication Scope
Negotiation; Influencing
Full Job Description
The Regional Director, Client Relations will be responsible for leading the Client Relationship Managers (CRM) team in Ontario focused on managing and deepening relationships with National/Corporate Accounts (advisor relationships) and retirement plans within the Canada Retirement segment. This role will serve as a strategic partner to clients and advisors, ensuring exceptional service delivery, driving retention and growth, and aligning client needs with organizational capabilities. The Regional Director will collaborate closely with internal stakeholders, for example, across Operations, Product, and Distribution to deliver a superior client and advisor experience and support the segment’s strategic objectives. The Regional Director will report directly to the VP, Client Relations. **Position Responsibilities:** **Client Relationship Management & Business Partnership ** **Strategic Growth & Retention ** * Lead and support the CRM team to drive client satisfaction, retention, and growth opportunities. * Identify and pursue opportunities for cross-selling and upselling products and services within the retirement solutions portfolio. * Partner with Distribution and Product teams to support new business initiatives, respond to RFPs, and participate in finalist presentations as needed. **Service Delivery Oversight** * Ensure service standards and contractual obligations are met for all assigned accounts. * Monitor key performance indicators (KPIs and OKRs) and client satisfaction metrics; proactively address service gaps and escalate issues as needed. * Collaborate with Operations leadership to influence process improvements and enhance client experience. **Risk Management & Governance ** * Maintain strong awareness of operational and regulatory risks impacting client accounts. * Ensure compliance with internal policies and external regulations; participate in audits and governance reviews as required. * Support business continuity planning and risk mitigation strategie
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