Client Success Partner helping Fenergo’s fintech clients achieve adoption, retention, and growth. Owning post - sale relationships, ROI, churn prevention, renewals, and expansion across Toronto - based accounts.
About the role
- National manager leading Sun Life’s Client Relationship Centre for group retirement clients. Coaching teams and optimizing service delivery across Canadian regional operations.
Responsibilities
- Lead a team of Client Relationship Centre Representatives supporting Responsive and Conserve segment clients
- Establish and monitor annual individual and team objectives, including quality standards, turnaround times, speed of answer and service delivery practices
- Ensure consistent, quality virtual service delivery across regional locations in line with best practices and the Business Development model
- Participate in optimizing the Client Relationship Centre service delivery model
- Support change management and champion continuous improvement and innovation
- Ensure execution and adoption of change initiatives and sustainability of change and quality
- Lead and support direct reports in delivering plan sponsor requests, plan design changes and problem resolutions
- Develop team competencies and leverage individual strengths and talents
- Track, report and monitor team metrics for efficient and accurate execution of client requests
Requirements
- University degree (or equivalent work experience), preferably with emphasis in finance or business administration
- Minimum 8–10 years work experience with knowledge of the financial services industry, specifically group retirement services
- Strong knowledge of compliance and legislation in the group retirement industry
- Management experience
- Ability to build, coach and support a high-performing team
- Strong client relationship management skills
- Strong knowledge of operational practices, processes, technologies and financial management
- Strong negotiating and influencing skills
- Strong organizational and time management skills
- Excellent oral and written communication, facilitation and presentation skills
- French and English bilingualism, both oral and written, required for Quebec only
- Ability to travel to regional operations in Montreal, Toronto, Waterloo, Calgary and Vancouver
- RPA or CEBS designation, IFIC or CSC designation, and Group annuity plans advisor licence with the AMF listed as assets
Benefits
- Ongoing learning, training, and coaching as you grow your career
- A friendly, collaborative, and interactive team environment
- Hybrid work arrangement with the choice and flexibility to work from both the office and virtually
- Incentive plans for eligible employees, subject to individual and company performance
- Supportive, flexible, and inclusive work environment
- Application accommodations for persons with disabilities
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