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About the role
- AVP, Client Relations responsible for managing National/Corporate Accounts within Canada Retirement segment. Focused on client relationship management, strategic growth, and operational leadership.
Responsibilities
- 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
- Develop and execute account strategies to drive client satisfaction, retention, and growth opportunities
- Identify and pursue opportunities for cross-selling and upselling products and services within the retirement solutions portfolio
- 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
- 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
- Mentor and develop Client Relationship Managers / Executives to provide support across the Client Relations teams and Canada Retirement
Requirements
- 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
Benefits
- Health insurance
- Dental
- Mental health support
- Vision coverage
- Short- and long-term disability
- Life and AD&D insurance
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Retirement savings plans including pension and global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Generous paid time off including holidays, vacation, personal, and sick days
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