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Kitchener, Ontario, Canada Equitable Full time
Manager, Advisor Care Waterloo, ON, Canada Req #2341 Wednesday, July 3, At Equitable, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and client-responsive staff. Join Equitable today.

Position Title: Manager, Advisor Care
Reports To: Director, Client and Advisor Care
Department: Client and Advisor Care
Term: Permanent Full-Time


Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: Equitable is growing We are looking for the Manager, Advisor Care to join our Individual Client and Advisor Care team

This role will lead our Producer Administration and Advanced Case Manager teams, responsible for contracting, licencing, commissions, and advanced case management support for our large cases and Prestige Advisors.

Now is an exciting time to join one of the Waterloo Area's and Southwestern Ontario's Top Employers for 2024


What you will be doing:

  • Producer Administration team
    • Responsible for daily management of all Producer Administration functions
    • Development of a team focused on providing superior service, quality production output and maximizing their capacity. Monitor staffing requirements and workload.
    • Addressing the quality and timeliness of service with a target of meeting or exceeding service standards to all individual Clients (Advisors, MGAs, National Accounts, Regional Staff, New Business).
    • Participation and/or management of Special Projects as needed
    • Continually improve processes and introduce efficiencies in the administration of new applications and policy contracts.
    • Develop and manage the implementation of new service strategies.
    • Own the relationship with our MGAs with respect to commissions, licensing and contracting - Proactively engage with MGAs for feedback, and opportunities to streamline processes. Be a valued extension of their team to identify and resolve issues quickly. Handle any major complaints/issues with MGA's, agents and regional staff to mitigate any negative effect on advisor contracting or updates
    • Own and report on results of key department metrics for use in capacity, staffing, workload and team performance.
    • Own and report all service standards as well as take corrective measures for anything that does not meet or exceed the team's set service standard.
  • Advanced Case Manager team
    • Identify, build and implement proactive communication to Prestige advisors and Advisors of large cases to ensure they are proactively kept in the loop in the manner they choose
    • Work with Product Manager, Product Owners and Sr. Systems Analyst Business Intelligence to implement change to systems or communication tools to aid in advisor and partner communications (with respect to large case and Prestige Advisors)
    • Work with Client and Advisor Experience team to identify norms, advancements, and opportunity in the industry around advisor experience to build the best outcomes for our advisors and their teams
    • Identify unique Advisor needs in order to provide superior service experience and win business
    • Build strong working relationships with internal and external partners, leaders and cross functional team members
    • Development of a team focused on providing service excellence to advisors, while developing a highly cohesive and motivated team
    • Focus on continual review of processes and implementing process improvements with measured advisor experience improvements, cost and time savings.
    • Introduce best practices for Advisor service/care and act as a coach to other areas looking to build that out.


What you will bring:

  • 5+ years of leadership experience
  • Passion for delivering superior advisor experience
  • Previous experience with reporting
  • Excellent organizational, communication, analytical, interpersonal skills
  • Producer Administration knowledge and experience an asset
  • Understanding of the large case and Prestige Advisor Markets an asset
  • Post secondary education is preferred
  • Sound understanding of the advisor contracting and service agreements is preferred not a must have
  • Exceptional client and advisor service skills especially with respect to expectations of higher net worth markets
  • Knowledge and understanding of all key systems (OnBase, FASAT, Kentico, APEXA, UWPro) is preferred not a must have
  • Ability to multi-task and handle multiple deadlines, tasks and projects effectively.
  • Excellent analytical, organizational, time-management, problem solving, negotiation and decision making skills
  • Ability to juggle multiple priorities and understand where to invest time and energy first when multiple priorities come to a head
  • Excellent interpersonal and relationship building skills
  • Creativity and critical thinking skills
  • Superior client service skills, ability to see challenges as opportunities and ensure successful outcomes
  • Reliable and self-directed
  • Highly service oriented, with a flexible approach to problem resolution
  • Ability to work with ambiguity and define future state of team where needed
  • The ability to build strong relationships and foster teamwork and collaboration
  • Strong people management abilities, skilled in mentoring and coaching staff
  • Demonstrated ability to think analytically, identifying, scrutinizing, improving, and streamlining processes

What's in it for you:

  • A healthy work-life balance with employee wellness top of mind
  • Annual bonus program, annual vacation allowance, and company-paid benefits program
  • An additional paid volunteer day each year so you can spend time giving back to the community
  • Immediate enrollment in the company's pension program with employer matching
  • Employee resource groups that support an inclusive work environment
  • Tuition support and specialized program assistance
  • An onsite, full-service cafeteria with a variety of daily options
  • Discounts on company products and services, and access to exclusive employee perks
  • Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

  • Provide two professional references (minimum one supervisor and above)

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

#LI-Hybrid

Other details
  • Job Family Management - People Managers
  • Pay Type Salary
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