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About the Role

The Regional Director, Client Relations leads the Ontario Client Relationship Management (CRM) team, focusing on National and Corporate Accounts, advisor relationships, and retirement plans within the Canada Retirement business. This role drives client retention, growth, and exceptional client and advisor experiences through strategic relationship management.

Responsibilities

Lead the Client Relationship Managers (CRM) team in Ontario supporting Corporate and Key Accounts, advisors, plan sponsors, and other strategic intermediaries.
Build and maintain trusted relationships with senior client stakeholders to understand their business objectives, challenges, and evolving needs.
Act as a strategic advisor, providing insights and solutions that align client goals with organizational capabilities.
Collaborate with Operations, Product, Distribution, Risk, and fellow Client Relations leaders to ensure seamless service delivery and resolution of complex client issues.
Represent Canada Retirement in client governance meetings, advisor meetings, quarterly business reviews, and strategic planning discussions.
Anticipate emerging client needs and identify opportunities to enhance client satisfaction, loyalty, and advocacy.
Lead and support the CRM team in driving client satisfaction, retention, asset growth, and strategic relationship expansion.
Develop and execute regional client strategies that support long-term growth, advisor engagement, and retention objectives.
Identify emerging market trends, industry developments, and client needs to proactively position retirement solutions and services.
Partner with Distribution and Product teams to support new business opportunities, respond to RFPs, participate in finalist presentations, and contribute to strategic growth initiatives.
Provide client and advisor insights that help inform business priorities, product enhancements, and service experience improvements.
Ensure service standards and contractual obligations are met across assigned client relationships.
Monitor key performance indicators, client satisfaction measures, and operational outcomes; proactively address service gaps and escalate issues as required.
Collaborate with Operations leadership to identify opportunities to improve processes, strengthen service delivery, and enhance the client experience.
Lead service recovery efforts for complex client situations and advocate for solutions that balance customer needs and business objectives.
Maintain a strong awareness of operational, regulatory, and reputational risks impacting client relationships.
Ensure compliance with internal policies and external regulatory requirements.
Participate in client governance reviews, audits, and risk-management activities as required.
Support business continuity planning and risk mitigation strategies for strategic client relationships.
Lead, coach, and develop a high-performing team of Client Relationship Managers through active coaching, performance management, and career development.
Foster a culture of accountability, collaboration, innovation, and continuous improvement.
Build leadership capability and support succession planning across the Client Relations organization.
Lead through change by helping team members adapt to evolving client expectations, business priorities, and organizational transformation initiatives.
Support employee engagement and create an inclusive environment where diverse perspectives are valued and team members can thrive.
Collaborate effectively with leaders across Canada Retirement to advance strategic priorities and deliver exceptional client and advisor outcomes.
Actively contribute as a member of the Client Relations leadership team, helping shape future service models, relationship management strategies, and organizational priorities.

Requirements

10+ years of experience in client relationship management, retirement, wealth management, financial services, or a related industry.
Demonstrated experience leading and developing high-performing client-facing teams.
Proven track record of building strong client relationships and delivering exceptional service outcomes.
Experience influencing outcomes and driving change within a matrixed organization.
Strong understanding of retirement plan design, retirement industry trends, and client relationship management practices.
Experience engaging senior client stakeholders, advisors, consultants, and executive decision-makers.
Demonstrated ability to balance strategic thinking with execution and operational excellence.
Strong analytical, problem-solving, negotiation, and influencing skills.
Proficiency with Microsoft Office applications and CRM technologies.
Experience leading organizational transformation initiatives, service model changes, or large-scale client transitions is considered an asset.

Skills

Client Relationship Management
Retirement Plans
Financial Services
Leadership
Strategic Planning
Business Development
Team Development
Client Engagement
Risk Management
Microsoft Office
CRM Technologies

Location

Toronto, Ontario

Work Type

Hybrid

Experience Level

10+ years

Education Level

Bachelor's degree in Business, Finance, or a related field.
Advanced industry designations (for example, CEBS, CFA, or equivalent) are considered an asset.

Salary/Compensations

$125,100.00 CAD - $175,100.00 CAD

Benefits

Opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.
Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage.
Adoption/surrogacy and wellness benefits.
Employee/family assistance plans.
Retirement savings plans (including pension and a global share ownership plan with employer matching contributions).
Financial education and counseling resources.
Generous paid time off program including holidays, vacation, personal, and sick days.
Full range of statutory leaves of absence.

About the Company

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better.

Equal Opportunity

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.