Client Lead managing multidisciplinary delivery for Storyteller, a B2B SaaS Stories platform. Leading operations, people, analytics, integrations and AI - enabled services for a major US sports client.
About the role
- Manager leading national client relations, small-business, pension service, and sales support teams. Improving retirement client experiences and operational performance for Manulife, an international financial services provider.
Responsibilities
- Lead a national team of Client Relationship Specialists, Small Business Relationship Managers, Pension Service Coordinators, and Sales Support Analysts
- Oversee client relationship management, small business activities, client and market source support, and service delivery
- Coach teams supporting retirement clients, advisors, and market sources across Canada
- Participate in client and advisor meetings and act as an escalation point for complex issues
- Partner with Distribution, Operations, and Product teams on business development, retention, and engagement initiatives
- Lead small business support teams focused on advisor engagement, onboarding, and retirement-solution adoption
- Monitor sales activity, pipeline management, growth initiatives, service standards, and operational performance
- Oversee shared mailboxes, workflow distribution, service requests, reporting, and client deliverables
- Recruit, onboard, coach, and develop team members
- Foster a collaborative, inclusive, accountable culture and support succession planning
- Drive continuous improvement and use AI, automation, and digital tools to improve efficiency
- Use performance metrics, service trends, and client feedback to improve processes and resource allocation
- Support change management, quality standards, procedures, training resources, audits, compliance, governance, and risk mitigation
Requirements
- 5–7 years of experience in retirement, financial services, client service, relationship management, or a related field
- Experience leading or coaching client-facing and operational support teams
- Ability to manage multiple priorities in a fast-paced environment
- Strong communication, coaching, problem-solving, and relationship-building skills
- Experience identifying and implementing process improvements
- Strong analytical and organizational skills
- Advanced proficiency with Microsoft Office applications, including Copilot Premium
- RPA designation must be completed within 3 years for the selected candidate
Benefits
- Flexible work environment
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance
- Learning and career growth support
- Inclusive work environment
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Degree requirement
No Education Requirement
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