**The Opportunity:** The AVP, Client Relations will be responsible leading the Client Relationship Managers (CRM) / Executives (CRE) team that focuses on managing and deepening relationships with National/Corporate Accounts and large/jumbo retirement plans within the Canada Retirement segment. This role will serve as a strategic partner to clients, ensuring exceptional service delivery, driving retention and growth, and aligning client needs with organizational capabilities. The AVP will collaborate closely with internal stakeholders across Operations, Product, and Distribution to deliver a superior client experience and support the segment’s strategic objectives. The AVP will report directly to the VP, Client Relations. **Responsibilities:** **Client Relationship Management & Business Partnership** + Serve as the leader of the Client Relationship Managers/Client Relationship Executive teams focusing on National/Corporate Accounts and large/jumbo plan sponsors, consultants, and key intermediaries. + Build and maintain strong, trusted partnerships with senior client stakeholders to understand their business objectives, challenges, and evolving needs. + Act as a strategic advisor, providing insights and solutions that align with client goals and organizational capabilities. + Collaborate with internal teams (Operations, Product, Distribution, Risk) to ensure seamless service delivery and resolution of complex issues. + Represent Canada Retirement in client governance meetings, quarterly business reviews, and strategic planning sessions. **Strategic Growth & Retention** + Develop and execute account strategies to drive client satisfaction, retention, and growth opportunities. + Within the team, Identify and pursue opportunities for cross-selling and upselling products and services within the retirement solutions portfolio. + Partner and support Distribution and Product teams to support new business initiatives and respond to RFPs for large plan opportunities and participate in Shortlists. **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 / Executives to provide support across the Client Relations teams and Canada Retirement. + Foster a culture of collaboration, innovation, and accountability across teams. + Champion diversity and inclusion in all aspects of client engagement and team development. **Preferred Qualifications:** + **Client Focus:** Demonstrates a deep commitment to understanding and meeting client needs, ensuring exceptional service delivery. + **Strategic Thinking:** Ability to develop and execute strategies that align with business objectives and drive growth. + **Influencing & Negotiation:** Skilled at building consensus, influencing stakeholders, and negotiating outcomes that benefit both clients and the organization. + **Collaboration:** Works effectively across functions and geographies, fostering teamwork and shared success. + **Problem Solving & Innovation:** Anticipates challenges, develops creative solutions, and drives continuous improvement. + **Leadership:** Inspires and mentors team members, promotes accountability, and champions diversity and inclusion. + **Communication:** Exceptional verbal and written communication skills; able to present complex ideas clearly and persuasively. + **Risk Awareness:** Maintains strong understanding of operational and regulatory risks, ensuring compliance and proactive mitigation. **Qualifications:** + 10+ years of experience in client relationship management within retirement, wealth management, or financial services. + Proven track record of managing large, complex 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. + 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. **Acerca de Manulife y John Hancock** Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com . **Manulife es un empleador que ofrece igualdad de oportunidades** En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente. Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a recruitment@manulife.com . **Referenced Salary Location** Toronto, Ontario **Modalidades de Trabajo** Híbrido **Salary range is expected to be between** $129,800.00 CAD - $241,200.00 CAD Si se está postulando para este puesto fuera de la ubicación principal, póngase en contacto con recruitment@manulife.com para conocer el rango salarial de su ubicación. El salario real variará según las condiciones locales del mercado, la geografía y los factores relacionados con el trabajo pertinentes, como conocimiento, habilidades, calificaciones, experiencia y educación/capacitación. Los empleados también tienen la oportunidad de participar en programas de incentivos y obtener una compensación de incentivos vinculada al desempeño comercial e individual. Manulife ofrece a los empleados aptos una amplia variedad de beneficios personalizables, entre ellos, beneficios de salud, odontológicos, de salud mental, oftalmológicos, por discapacidad a corto y a largo plazo, cobertura de seguro de vida y por muerte accidental y desmembramiento, adopción/subrogación y bienestar, y planes de asistencia al empleado/familiar. También ofrecemos a los empleados admisibles varios planes de ahorro para la jubilación (incluidos planes de pensiones y un plan mundial de propiedad de acciones con contribuciones equivalentes del empleador) y recursos de asesoramiento y educación financiera. Nuestro generoso programa de tiempo libre remunerado en Canadá incluye feriados, vacaciones, días personales y días por enfermedad, y ofrecemos la gama completa de ausencia laboral reglamentaria. Si se está postulando para este puesto en los EE. UU., póngase en contacto con recruitment@manulife.com para obtener más información sobre las disposiciones relativas al tiempo libre remunerado específicas de EE. UU.