Client Retention Service Advisor Jobs in Toronto, ON

The Head of Sales & Service, Advisor Market is responsible for leading and growing Manulife's advisor distribution channel within Canada Retirement. The role has end-to-end accountability for advisor-facing sales, relationship management, service delivery, retention, strategic account management, and market development.

This role is responsible for driving sustainable growth through our advisor relationships while ensuring an exceptional experience for advisors, plan sponsors, and plan members. The role oversees a national team responsible for new business acquisition, ongoing client management, strategic advisor partnerships, and channel development.

As a member of the Canada Retirement Leadership Team, this Executive plays a key role in shaping business strategy, influencing investment priorities, partnering with product and operations leaders, and ensuring the advisor channel remains a source of competitive differentiation and growth.

Key Responsibilities

Individual Accountabilities:

• Lead national advisor channel sales strategy and execution, delivering new business growth, sales targets, revenue objectives, and market share expansion across target segments, including the small business market.

• Own advisor and client retention outcomes, including retention strategies for key advisor firms and plan sponsors, relationship management, and escalation of significant advisor or client issues.

• Establish and lead the client and advisor service strategy, creating a consistent, scalable, differentiated experience. This role will also hold accountability for responsiveness, issue resolution, and client and advisor satisfaction.

• Provide executive sponsorship for key advisor firms, consolidators, and strategic distribution partners, and guide segmentation, coverage, partnership, and market development strategies.

• Act as a senior ambassador for Canada Retirement in the advisor marketplace, representing Manulife at industry events and using market insights to inform business strategy.

• Contribute to the Canada Retirement strategy and partner across Product, Member Outcomes, Operations, Technology, and Finance to improve business performance and align channel priorities to broader objectives.

Key Shared Accountabilities:

• Partner with Operations and Client Service teams to improve advisor, plan sponsor, and member outcomes.

• Influence product roadmap and investment priorities through advisor, client, and market insights.

• Support enterprise initiatives that enhance growth, retention, advisor experience, service quality, and member outcomes.

• Work with Finance and business partners to align sales, retention, revenue, and investment priorities.

• Collaborate with industry partners, consultants, and strategic distribution organizations to strengthen Manulife's position in the advisor marketplace.

• Ensure advisor and client feedback is incorporated into business priorities, process improvements, and service enhancements.

What You Will Bring

• Senior leadership experience in sales, distribution, relationship management, client service, or financial services leadership.

• Strong understanding of advisor distribution, retirement solutions, plan sponsor needs, and market dynamics in Canada.

• Demonstrated ability to deliver growth, retention, revenue outcomes, and service improvements on a scale.

• Experience leading national teams, managing strategic partnerships, and influencing senior stakeholders.

• Strong commercial, analytical, strategic planning, and execution capabilities.

• Post-secondary education required; advanced business or financial services education/designations considered an asset.

Key Leadership Behaviours:

• Lead change by creating energy, excitement, and momentum around New Ways of Working; building and sustaining a powerful sense of community.

• Reflects a resilient delivery mind-set with a strong execution focus.

• Embodies a customer-obsessed value system in all activities.

• Reflects company values in all interactions; promotes a trusting and trusted environment.

• Encourages and models kind, candid, and fact-based discussions that focus on problem resolution.

• Seeks diverse views while also empowering decision makers.

• Celebrates team success; empowers and motivates teams.

The role being advertised is an existing vacancy.

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 hr@manulife.com.

Hybrid

Salary & Benefits

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

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

We use data and analytics technologies, such as artificial intelligence (AI), and automated processing tools, to analyze and process the information you provide to us or third parties in the application process. For more information, please refer to our personal information collection statement.