Client Relations Support Manager
Manulife • waterloo, region of waterloo, Canada
6 hours ago
Job description
Lead national client relations teams at Manulife in a hybrid Waterloo role, using coaching and relationship management to support retirement clients.
As Manager, Client Relations and Support, you will lead Client Relationship Specialists, Small Business Relationship Managers, Pension Service Coordinators, and Sales Support Analysts. Your work will support client retention, growth, service excellence, and market source engagement across Canada. The role combines team leadership, operational oversight, service delivery, and continuous improvement.
Key Responsibilities:
- Lead and coach national client-facing and operational support teams
- Manage complex relationship, service, and operational escalations
- Monitor sales activity, pipelines, service standards, and performance
- Drive process improvements using AI, automation, and digital tools
- Support compliance, audits, governance, and risk mitigation activities
Requirements:
- Five to seven years in retirement or financial services
- Experience leading or coaching client-facing support teams
- Strong communication, coaching, problem-solving, and relationship-building skills
- Experience identifying and implementing process improvements
- Advanced Microsoft Office proficiency, including Copilot Premium
Bring retirement services leadership, coaching, and operational expertise to Manulife’s national client relations and support organization.
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