AVP, Relationship Management

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.

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 recruitment@manulife.com.

Referenced Salary Location

Salary range is expected to be between

If you are applying for this role outside of the primary location, please contact recruitment@manulife.com for the salary range for your location. 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. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

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 recruitment@manulife.com for more information about U.S.-specific paid time off provisions.