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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in client relationship management and team leadership within the financial services sector, focusing on retirement solutions and operational efficiency. Proven ability to drive process improvements and foster a collaborative team culture while managing multiple priorities.
Highest-signal resume keywords
Client Relationship ManagementTeam LeadershipProcess ImprovementAnalytical SkillsMicrosoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Retirement SolutionsOperational Performance ManagementSales Activity MonitoringPipeline ManagementCoaching and Development
Soft Skills
Communication SkillsProblem-Solving SkillsRelationship-Building SkillsOrganizational Skills
Tools & Technologies
Microsoft Office ApplicationsAI ToolsAutomation ToolsDigital Tools
Certifications & Qualifications
RPA Designation
Industry Keywords
Financial ServicesClient ServiceRelationship ManagementChange ManagementQuality Standards
Tech Stack
Tools & technologiesRPA
About the role
Key responsibilities & impact- Lead a national team of Client Relationship Specialists, Small Business Relationship Managers, Pension Service Coordinators, and Sales Support Analysts
- Oversee client relationship management, small business activities, client and market source support, and service delivery
- Coach teams supporting retirement clients, advisors, and market sources across Canada
- Participate in client and advisor meetings and act as an escalation point for complex issues
- Partner with Distribution, Operations, and Product teams on business development, retention, and engagement initiatives
- Lead small business support teams focused on advisor engagement, onboarding, and retirement-solution adoption
- Monitor sales activity, pipeline management, growth initiatives, service standards, and operational performance
- Oversee shared mailboxes, workflow distribution, service requests, reporting, and client deliverables
- Recruit, onboard, coach, and develop team members
- Foster a collaborative, inclusive, accountable culture and support succession planning
- Drive continuous improvement and use AI, automation, and digital tools to improve efficiency
- Use performance metrics, service trends, and client feedback to improve processes and resource allocation
- Support change management, quality standards, procedures, training resources, audits, compliance, governance, and risk mitigation
Requirements
What you’ll need- 5–7 years of experience in retirement, financial services, client service, relationship management, or a related field
- Experience leading or coaching client-facing and operational support teams
- Ability to manage multiple priorities in a fast-paced environment
- Strong communication, coaching, problem-solving, and relationship-building skills
- Experience identifying and implementing process improvements
- Strong analytical and organizational skills
- Advanced proficiency with Microsoft Office applications, including Copilot Premium
- RPA designation must be completed within 3 years for the selected candidate
Benefits
Comp & perks- Flexible work environment
- Health insurance
- Dental insurance
- Mental health benefits
- Vision insurance
- Short- and long-term disability insurance
- Life and AD&D insurance coverage
- Adoption/surrogacy benefits
- Wellness benefits
- Employee/family assistance plans
- Retirement savings plans, including pension
- Global share ownership plan with employer matching contributions
- Financial education and counseling resources
- Paid holidays, vacation, personal, and sick days
- Statutory leaves of absence
- Incentive programs and incentive compensation tied to business and individual performance
- Learning and career growth support
- Inclusive work environment