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Added 1 min ago
C
Associate Financial Advisor
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- Full-time
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Added 56 mins ago
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Senior Project Management Specialist
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Added 58 mins ago
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Added 58 mins ago
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Director, Western Canada - TD Asset Management
TD
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Added 58 mins ago
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Added 58 mins ago
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Principal Technical Consultant, Geochemistry (Casual)
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Added 1 hour ago
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Sector Director - Healthcare
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Toronto, ON · Ottawa, ON · Mississauga, ON · Vancouver, BC · Calgary, AB · GTA, ON
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Added 1 hour ago
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Sr Principal Consultant-Advanced Customer Support / Managed Services, Oracle | NetSuite – Products
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Added 1 hour ago
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Associate Director, Compliance
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Added 1 hour ago
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Client Relationship Management - Manager
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Added 1 hour ago
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Added 1 hour ago
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Environmental Health Safety Specialist
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Added 1 hour ago
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Added 1 hour ago
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Banking Advisor Intern
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This unique position calls on your client-focused sales expertise and natural problem-solving skills to maximize each client interaction. Specifically, you help clients with their everyday…
Added 1 hour ago
C
Associate Financial Advisor
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Added 1 hour ago
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Manulife

Manager, Client Relations and Support

Toronto, ON, Canada
Waterloo, ON, Canada
Montreal, QC, Canada

$85,300.00 CAD - $135,300.00 CAD · Full-time

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Applications open in a new tab.

Job details

Pay: $85,300.00 CAD - $135,300.00 CAD
Job type: Full-time
Apply by: Nov 6, 2026
Experience: 5-7 years of experience in retirement, financial services, client service, relationship management, or a related field.
Posting language: English
Posted: Oct 21, 2026

Original job description

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.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.

Referenced Salary Location

Waterloo, Ontario

Working Arrangement

Hybrid

Salary range is expected to be between

$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. If you are applying for this role outside of the primary location, please contact hr@manulife.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. If you are applying for this role in the U.S., please contact hr@manulife.com 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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More about this job

Responsibilities

The Manager, Client Relations and Support leads a national team to deliver exceptional client and advisor experiences while overseeing service delivery and operational performance. This role drives continuous improvement, manages team development, and ensures compliance with regulatory standards across the Canada Retirement business.

Requirements

Candidates must have 5-7 years of experience in retirement or financial services with a proven track record in leading client-facing and operational teams. Strong analytical, communication, and coaching skills are required, along with proficiency in Microsoft Office applications.

Skills

Team leadership
Coaching
Strategic planning
Performance management
Operational excellence
Process improvement
Stakeholder management
Financial services
Retirement planning
Change management
Risk management
Data analysis
Communication
Problem-solving
Microsoft Office

Benefits

Health insurance
Dental insurance
Mental health support
Vision insurance
Short-term disability
Long-term disability
Life insurance
AD&D insurance
Adoption/surrogacy benefits
Wellness benefits
Employee/family assistance plans
Retirement savings plans
Pension plan
Global share ownership plan
Paid time off
Holidays
Vacation
Personal days
Sick days

Visa sponsorship

Not detected in the job text

Keywords

Client Relations
Retirement Services
Financial Services
Team Management
Operations Management
Relationship Management
Small Business Support
Pension Services
Sales Support
Process Improvement
Operational Excellence
Risk Management
Compliance
Change Management
AI
Automation
Digital Tools
Performance Metrics
CEBS
RPA
CSC
Microsoft Office
Copilot Premium
Stakeholder Engagement
Business Development
Client Retention
Succession Planning
Employee Engagement
Accountability
Data Analytics

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