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 strategies for critical accounts.
Leadership & Collaboration
Mentor and develop Client Relationship Managers, providing leadership and support across the Client Relations team and the broader Canada Retirement business.
Foster a culture of collaboration, innovation, and accountability across teams.
Champion diversity and inclusion in all aspects of client engagement and team development.
Required Qualifications:
10+ years of experience in client relationship management within retirement, wealth management, or financial services.
Proven track record of managing client relationships and delivering exceptional service.
Strong understanding of Canada Retirement products, plan design, and industry trends.
Excellent interpersonal, negotiation, and influencing skills with the ability to engage senior stakeholders.
Demonstrated ability to manage multiple priorities in a fast-paced, matrixed environment.
Strong analytical and problem-solving skills; ability to anticipate issues and develop proactive solutions.
Proficiency in Microsoft Office Suite (Teams, Outlook, Excel, PowerPoint) and familiarity with CRM tools.
Preferred Qualifications:
Bachelor’s degree in Business, Finance, or related field; advanced designation (e.g., CFA, CEBS) considered an asset.
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 [email protected] .
Referenced Salary Location
Toronto, Ontario
Hybrid
Salary range is expected to be between
$145,130.00 CAD - $195,130.00 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 [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 .
