Regional Director, Client Relations - Canada Retirement

Job summary

The Regional Director leads the Ontario Client Relationship Management team to drive client retention, asset growth, and strategic relationship expansion. They act as a strategic partner to clients and advisors while collaborating with internal stakeholders to ensure seamless service delivery and operational excellence.

Job details

The Regional Director, Client Relations is responsible for leading the Ontario Client Relationship Management (CRM) team focused on supporting National and Corporate Accounts, advisor relationships, and retirement plans within the Canada Retirement business. This role leads the development and execution of client relationship strategies that strengthen retention, drive growth, and deliver exceptional client and advisor experiences. As a key member of the Client Relations leadership team, the Regional Director serves as a strategic partner to clients, advisors, and internal stakeholders. The role works closely with leaders across Operations, Product, Distribution, and other business functions to influence strategic decisions, resolve complex client challenges, and align client needs with organizational capabilities. The successful candidate will lead a high-performing team, contribute to the evolution of the client and advisor experience, influence enterprise initiatives, and help shape the future direction of the Canada Retirement business. Position Responsibilities: Client Relationship Management & Business Partnership 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. Strategic Growth & Retention 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. Service Delivery Oversight 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. Risk Management & Governance 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. Leadership & Collaboration 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. Required Qualifications: 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. Preferred Qualifications: Bachelor's degree in Business, Finance, or a related field. Advanced industry designations (for example, CEBS, CFA, or equivalent) are 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 hr@manulife.com. Referenced Salary Location Toronto, Ontario Working Arrangement Hybrid Salary range is expected to be between $125,100.00 CAD - $175,100.00 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.

What you’ll do

The Regional Director leads the Ontario Client Relationship Management team to drive client retention, asset growth, and strategic relationship expansion. They act as a strategic partner to clients and advisors while collaborating with internal stakeholders to ensure seamless service delivery and operational excellence.

Requirements

Candidates must have 10+ years of experience in client relationship management, retirement, or financial services with a proven track record of leading high-performing teams. A bachelor's degree in Business or Finance is preferred, along with strong analytical, negotiation, and influencing skills.

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 assistance plan • Retirement savings plans • Pension plan • Global share ownership plan • Financial education and counseling • Paid time off • Statutory leaves of absence

Listed skills

• Change Management · Preferred
• Problem solving · Preferred
• Operational Excellence · Preferred
• Risk Management · Preferred
• Negotiation · Preferred
• Coaching · Preferred
• Team Leadership · Preferred
• Client Relationship Management · Preferred
• Stakeholder Management · Preferred
• Business development · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Client relationship management
• Strategic planning
• Team leadership
• Retirement plan design
• Financial services
• Stakeholder management
• Business development
• Risk management
• Operational excellence
• Problem-solving
• Negotiation
• Influencing
• Performance management
• Coaching
• Change management
• CRM technologies
• Process Improvement
• Presentations
• Key Performance Indicators (KPIs)
• Governance
• Operations
• Problem Solving
• Operational Excellence
• Risk Management
• Influencing Skills
• Influencing Without Authority
• Strategic Thinking
• Risk Mitigation
• Leadership
• Innovation
• Continuous Improvement Process
• Financial Services
• Artificial Intelligence
• Microsoft Office
• Strategic Partnership
• Customer Relationship Management
• Accountability
• Auditing
• Request For Proposal
• Business Objectives
• Business Continuity Planning
• Market Trend
• Strategic Planning
• International Finance
• Advocacy
• Chartered Financial Analyst
• Wealth Management
• Business Priorities
• Strategic Decision Making
• Time Off Management

Job areas

• Management & Leadership
• Finance & Accounting
• Customer Service & Support
• Consulting
• Director of Client Relations
• Client Relationship Manager
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products