AVP, Relationship Management

The Opportunity
The AVP, Client Relations will be responsible leading the Client Relationship Managers (CRM) / Executives (CRE) team that focuses on managing and deepening relationships with National/Corporate Accounts and large/jumbo retirement plans within the Canada Retirement segment.

This role will serve as a strategic partner to clients, ensuring exceptional service delivery, driving retention and growth, and aligning client needs with organizational capabilities. The AVP will collaborate closely with internal stakeholders across Operations, Product, and Distribution to deliver a superior client experience and support the segment’s strategic objectives. The AVP will report directly to the VP, Client Relations.

Responsibilities
Client Relationship Management & Business Partnership

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.

Strategic Growth & Retention

Develop and execute account strategies to drive client satisfaction, retention, and growth opportunities.

Within the team, Identify and pursue opportunities for cross-selling and upselling products and services within the retirement solutions portfolio.

Partner and support Distribution and Product teams to support new business initiatives and respond to RFPs for large plan opportunities and participate in Shortlists.

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 escalates 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 / Executives to provide support across the Client Relations teams and Canada Retirement.

Foster a culture of collaboration, innovation, and accountability across teams.

Champion diversity and inclusion in all aspects of client engagement and team development.

Preferred Qualifications

Client Focus:
Demonstrates a deep commitment to understanding and meeting client needs, ensuring exceptional service delivery.

Strategic Thinking:
Ability to develop and execute strategies that align with business objectives and drive growth.

Influencing & Negotiation:
Skilled at building consensus, influencing stakeholders, and negotiating outcomes that benefit both clients and the organization.

Collaboration:

Works effectively across functions and geographies, fostering teamwork and shared success.

Problem Solving &

Innovation: Anticipates challenges, develops creative solutions, and drives continuous improvement.

Leadership:
Inspires and mentors team members, promotes accountability, and champions diversity and inclusion.

Communication:
Exceptional verbal and written communication skills; able to present complex ideas clearly and persuasively.

Risk Awareness:
Maintains strong understanding of operational and regulatory risks, ensuring compliance and proactive mitigation.

Qualifications

10+ years of experience in client relationship management within retirement, wealth management, or financial services.

Proven track record of…