This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Defined Benefits Client Manager – Virtual based in Canada.
This role is a key client-facing position responsible for ensuring the smooth delivery of defined benefits administration services across assigned clients. You will act as the primary operational contact, overseeing day-to-day service execution while coordinating internal teams to ensure accuracy, responsiveness, and high-quality outcomes. The position requires a strong mix of analytical thinking, client management expertise, and operational oversight in a complex, data-driven environment. You will work closely with delivery teams, shared services, and support functions to resolve issues, manage escalations, and ensure service consistency. In addition, you will contribute to process improvements and efficiency initiatives that enhance client satisfaction and operational performance. This is a highly collaborative role where communication, attention to detail, and problem-solving are essential to success.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Defined Benefits Client Manager – Virtual based in Canada.
This role is a key client-facing position responsible for ensuring the smooth delivery of defined benefits administration services across assigned clients. You will act as the primary operational contact, overseeing day-to-day service execution while coordinating internal teams to ensure accuracy, responsiveness, and high-quality outcomes. The position requires a strong mix of analytical thinking, client management expertise, and operational oversight in a complex, data-driven environment. You will work closely with delivery teams, shared services, and support functions to resolve issues, manage escalations, and ensure service consistency. In addition, you will contribute to process improvements and efficiency initiatives that enhance client satisfaction and operational performance. This is a highly collaborative role where communication, attention to detail, and problem-solving are essential to success.
Accountabilities
- Serve as the primary point of contact for assigned clients regarding daily service delivery, escalations, and operational inquiries.
- Oversee operational teams to ensure accurate, timely, and consistent administration of defined benefits processes.
- Interpret complex client requirements and ensure appropriate execution of solutions across internal and external teams.
- Manage client-specific projects such as plan changes, freezes, acquisitions, and other special transactions.
- Analyze data and operational outputs (including iCAT results) to support decision-making and client reporting.
- Collaborate with shared services, customer care, and oversight teams to improve efficiency and reduce operational demand.
- Monitor service performance, identify risks or gaps, and implement corrective actions where needed.
- Maintain regular communication with client stakeholders to provide updates on delivery, performance, and ongoing initiatives.
- Experience in defined benefits administration, pensions, or similar financial services/HR operations environment.
- Strong client relationship management skills with experience handling escalations and service delivery discussions.
- Excellent analytical skills with the ability to interpret complex data and operational reports.
- Strong communication and influencing skills, both with internal teams and external stakeholders.
- Highly organized with strong project and operational management capabilities.
- Ability to adapt to changing priorities and manage multiple client demands simultaneously.
- Detail-oriented with a strong focus on accuracy and compliance in data handling and reporting.
- Solutions-driven mindset with the ability to identify issues and implement practical improvements.
- Competitive salary range of $58,000 – $70,000 CAD, depending on experience and qualifications.
- Comprehensive health, dental, and vision coverage starting from day one.
- Retirement savings plan with employer contribution matching.
- Flexible remote working arrangements across Canada.
- Generous paid time off and parental leave policies.
- Access to continuous learning, training, and professional development programs.
- Strong focus on inclusion, wellbeing, and employee support programs.
- Opportunity to work in a global organization with long-term career growth potential.
In this role, you will be responsible for overseeing client operations and ensuring high-quality delivery of defined benefits services.
Requirements
The ideal candidate brings strong client management experience, operational expertise, and the ability to work effectively with complex data in a regulated environment.