Client Relationship Manager

3 weeks ago

Kitchener, Ontario, Canada Société Financière Manuvie Full time

About Us: We are a leading financial services provider dedicated to empowering our clients and colleagues globally, helping them make informed decisions and improve their lives. Our commitment to environmental initiatives and community investments reflects our core values, which guide all our operations. We believe in fostering a healthy, respectful, and valued workplace for our employees, enabling everyone to thrive.

Work Schedule: Compressed work week

Remote Work: Available

Job Overview

The Client Relationship Manager serves as the external representative for Société Financière Manuvie, engaging with both current and prospective corporate clients, including large and jumbo accounts, as well as key Advisor Firms and Partners. Collaborating closely with Account Executives, this role is pivotal in delivering exceptional service and value-added benefits to Plan Advisors/Consultants and Plan Sponsors. A high level of expertise in the corporate sector is essential to drive growth, fulfill necessary tasks, and maintain corporate client retention.

Key Responsibilities:
  • Support:
    • Assist distribution partners in securing new business opportunities; participate in finalist presentations and implementation meetings. Act as a liaison for internal partners in the acquisition of new business.
    • Address inquiries related to benefit plans and resolve complex issues from Plan Sponsors, Plan Advisors/Consultants, and internal departments.
    • Champion successful outcomes by resolving service escalations and advocating for favorable conclusions for all parties involved.
    • Initiate amendment requests, ensuring all information is complete and deadlines are met for plan changes.
    • Collaborate with Customer Experience and Operations teams to share information and identify key issues.
    • Participate in internal initiatives related to Group Benefits services and products.
    • Facilitate meetings with Plan Advisors/Consultants and Plan Sponsors, as well as internal teams.
    • Engage in special projects and research assignments tailored to corporate client needs.
  • Advise:
    • Build and nurture long-lasting relationships with existing and potential partners.
    • Comprehend the complexities of each Plan Sponsor's Group Benefits designs and the sophistication of Advisors/Consulting firms.
    • Prepare, analyze, and interpret client reports for review.
    • Utilize web analytics platforms to generate client reports, ensuring alignment with customer needs.
    • Provide expertise on digital experiences for group benefits clients and promote the adoption of these tools among plan members.
    • Deliver insights on digital usage to help clients understand plan health and identify educational opportunities.
    • Drive results by reviewing special requests and promoting products and services based on client needs.
    • Maintain client relationships by identifying current or potential needs and enhancing client retention.
    • Offer recommendations on plan design, service options, and technology solutions.
    • Apply knowledge of legislative and privacy guidelines during client meetings.
  • Educate:
    • Conduct presentations to employee groups to facilitate enrollment and introduce Group Benefits.
    • Train plan administrators on effective plan administration methods.
    • Lead workshops and training sessions on product updates and new features.
    • Maintain direct contact with clients/advisors, proactively planning meetings for regular engagement.
    • Become an expert in new services and products launched in Group Benefits, collaborating with Account Executives.
    • Utilize presentation tools to effectively deliver services to clients.
    • Support clients in managing new services and legislative initiatives.
    • Foster a coaching mindset to define solutions and achieve outcomes.
Qualifications:
  • Extensive knowledge and experience in Group Benefits.
  • In-depth understanding of Group Benefits products and services.
  • Proven ability to build and strengthen client and consultant/advisor relationships.
  • Strong self-management skills and integrity.
  • GBA designation or progress towards it.
  • Understanding of funding arrangements, underwriting concepts, and financial reporting.
  • Demonstrated analytical skills using Microsoft Office, Excel, and web analytics platforms.
  • Excellent presentation and communication skills.
  • Ability to work independently and collaboratively in a team environment.
  • Outstanding problem-solving and strategic thinking abilities.
  • Strong relationship management skills across various organizational levels.
  • Proficient in managing sensitive client needs and issues.
  • High proficiency in negotiation and retaining new business.
  • Ability to analyze data and recommend engagement opportunities for plan members.
  • Valid driver's license and personal automobile required.
Competencies:
  • Ability to prioritize business needs and manage high workloads.
  • Strong analytical, problem-solving, and organizational skills.
  • Negotiation and influencing skills are essential.
  • Attention to detail and commitment to superior service delivery.
  • Independent and self-motivated with the ability to manage multiple tasks.
  • Creative and strategic thinker focused on unique client needs.
  • Effective communicator with the ability to present information clearly.
  • Collaborative approach across multiple departments.
  • Leadership and presentation skills.
  • Flexibility and empathy in managing conflicts.
  • Proficient in modern technology.
Working Conditions:
  • Occasional travel within the region for client meetings and events.
  • May require working outside traditional hours to accommodate client needs.
  • Work Smart options available.

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