Regional Director, Client Relations
About The Position
The Regional Director, Client Relations will be responsible for leading the Client Relationship Managers (CRM) team in Ontario focused on managing and deepening relationships with National/Corporate Accounts (advisor relationships) and retirement plans within the Canada Retirement segment. This role will serve as a strategic partner to clients and advisors, ensuring exceptional service delivery, driving retention and growth, and aligning client needs with organizational capabilities. The Regional Director will collaborate closely with internal stakeholders, for example, across Operations, Product, and Distribution to deliver a superior client and advisor experience and support the segment’s strategic objectives. The Regional Director will report directly to the VP, Client Relations.
Requirements
- 10+ years of experience in client relationship management within retirement, wealth management, or financial services.
- Proven track record of managing 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.
Nice To Haves
- Bachelor’s degree in Business, Finance, or related field; advanced designation (e.g., CFA, CEBS) considered an asset.
Responsibilities
- Client Relationship Management & Business Partnership
- Strategic Growth & Retention
- Lead and support the CRM team 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.
- Partner with Distribution and Product teams to support new business initiatives, respond to RFPs, and participate in finalist presentations as needed.
- 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, providing leadership and support across the Client Relations team and the broader Canada Retirement business.
- Foster a culture of collaboration, innovation, and accountability across teams.
- Champion diversity and inclusion in all aspects of client engagement and team development.
Benefits
- 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.
- various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
