Regional director, client relations retirement

The Regional Director, Client Relations is responsible for leading the Ontario Client Relationship Management (CRM) team focused on supporting National and Corporate Accounts, advisor relationships, and retirement plans within the Canada Retirement business. This role leads the development and execution of client relationship strategies that strengthen retention, drive growth, and deliver exceptional client and advisor experiences.

As a key member of the Client Relations leadership team, the Regional Director serves as a strategic partner to clients, advisors, and internal stakeholders. The role works closely with leaders across Operations, Product, Distribution, and other business functions to influence strategic decisions, resolve complex client challenges, and align client needs with organizational capabilities.

The successful candidate will lead a high-performing team, contribute to the evolution of the client and advisor experience, influence enterprise initiatives, and help shape the future direction of the Canada Retirement business.

• Lead the Client Relationship Managers (CRM) team in Ontario supporting Corporate and Key Accounts, advisors, plan sponsors, and other strategic intermediaries.
• Build and maintain trusted relationships with senior client stakeholders to understand their business objectives, challenges, and evolving needs.
• Act as a strategic advisor, providing insights and solutions that align client goals with organizational capabilities.
• Collaborate with Operations, Product, Distribution, Risk, and fellow Client Relations leaders to ensure seamless service delivery and resolution of complex client issues.
• Represent Canada Retirement in client governance meetings, advisor meetings, quarterly business reviews, and strategic planning discussions.
• Anticipate emerging client needs and identify opportunities to enhance client satisfaction, loyalty, and advocacy.

• Lead and support the CRM team in driving client satisfaction, retention, asset growth, and strategic relationship expansion.
• Develop and execute regional client strategies that support long-term growth, advisor engagement, and retention objectives.
• Identify emerging market trends, industry developments, and client needs to proactively position retirement solutions and services.
• Partner with Distribution and Product teams to support new business opportunities, respond to RFPs, participate in finalist presentations, and contribute to strategic growth initiatives.
• Provide client and advisor insights that help inform business priorities, product enhancements, and service experience improvements.

• Ensure service standards and contractual obligations are met across assigned client relationships.
• Monitor key performance indicators, client satisfaction measures, and operational outcomes; proactively address service gaps and elevate issues as required.
• Collaborate with Operations leadership to identify opportunities to improve processes, strengthen service delivery, and enhance the client experience.
• Lead service recovery efforts for complex client situations and advocate for solutions that balance customer needs and business objectives.

• Maintain a strong awareness of operational, regulatory, and reputational risks impacting client relationships.
• Ensure compliance with internal policies and external regulatory requirements.
• Participate in client governance reviews, audits, and risk management activities as required.
• Support business continuity planning and risk mitigation strategies for strategic client relationships.

• Lead, coach, and develop a high-performing team of Client Relationship Managers through active coaching, performance management, and career development.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Build leadership capability and support succession planning across the Client Relations organization.
• Lead through change by helping team members adapt to evolving client expectations, business priorities, and…