Position Summary
The Client Relationship Manager is responsible for delivering exceptional service to a portfolio of Group Retirement Services (GRS) clients and their plan members. Approximately 70% of the role focuses on client relationship management, plan governance and compliance, implementations, and ongoing service delivery.
The remaining 30% supports PACE’s Retirement and Financial Wellness initiative, delivering presentations, webinars, education sessions, and one on one member support. The ideal candidate pairs strong GRS knowledge and client service skills with a genuine talent for making retirement concepts clear and engaging.
Key Responsibilities
Client Service & Relationship Management
- Manage and service an assigned portfolio of GRS clients.
- Build strong relationships with plan sponsors and key client contacts.
- Coordinate plan reviews, investment updates, meetings, and ongoing service initiatives.
- Respond to sponsor inquiries and provide proactive, solutions-focused support.
- Identify opportunities to enhance the client experience, support retention and growth, in collaboration with the Vice President, GRS.
- Prepare and deliver client presentations and communications.
Governance, Compliance & Plan Support
- Monitor legislative and regulatory developments affecting retirement and savings programs.
- Prepare sponsor communications regarding legislative, regulatory, and governance updates.
- Develop and maintain plan governance documentation.
- Complete required regulatory filings and compliance requirements, including Form 7s, AIRs, and other legislative obligations.
- Support plan sponsors with governance, compliance, and plan-related questions.
Plan Implementations & Projects
- Coordinate new plan implementations with internal and external stakeholders.
- Support implementation projects from onboarding through launch.
- Review contracts, plan documentation, forms, and communications for accuracy and completeness.
- Provide input regarding plan structure and design.
- Contribute to process improvement and other team initiatives.
Retirement Education & Member Support
- Develop and deliver member education sessions, presentations, webinars, and communications covering retirement, savings, investments, and financial wellness.
- Customize educational materials to meet the needs of different plan sponsor and member audiences.
- Respond to member inquiries by phone, email, virtually, and in person.
- Assist members with enrolment, contributions, investment options, forms, tools, and general plan features.
- Help members better understand and navigate their workplace retirement and savings programs while remaining within applicable regulatory and advisory guidelines.
Team Collaboration
- Collaborate with consultants, account managers, GRS and Benefits teams, providers, and other stakeholders to ensure seamless client and member service.
- Support the training and development of junior and new team members.
- Stay current on retirement legislation, industry trends, and financial wellness best practices.
What You Bring
- 5+ years in a client facing role, including at least 3 in group retirement, pension, or a related consulting environment.
- Experience with capital accumulation plans (DC pension, group RRSP, TFSA, DPSP) strongly preferred; candidates with defined benefit experience will also be considered.
- Post secondary education in finance, business, human resources, or a related field, or equivalent experience.
- Strong knowledge of workplace retirement and savings programs in Canada, including applicable legislation and regulatory filings.
- Proven experience managing a portfolio of client relationships.
- Experience delivering education sessions or presentations to employee groups, in person and virtually.
- Life Licence (LLQP), or willingness to obtain within 6 months of hire.
- Must have a valid driver’s licence and access to a car.
Nice to Have
- Retirement Plans Associate (RPA) designation
- Canadian Securities Course (CSC)
Skills & Competencies
- Builds trusted, long-term relationships with plan sponsors and key client contacts.
- Anticipates client needs and proactively brings forward ideas to strengthen plans and the client experience.
- Manages a full client portfolio, balancing deadlines, filings, plan reviews, and day to day inquiries.
- Strong project management/organizational skills
- Highly detail oriented on governance documentation, regulatory filings, and plan communications.
- Explains complex retirement and investment concepts in plain, engaging language, adapting to audiences from executives to plan members.
- Sound judgment in providing member education and guidance within regulatory and advisory boundaries.
- Collaborative and solutions focused, working effectively across internal teams and providers.
- Proficient in Microsoft Office, virtual presentation tools, and recordkeeper platforms.
Why This Role Stands Out
- Hybrid work flexibility (2x/week in office)
- Paid time off between Christmas and New Year’s
- Employer‑paid benefits and RRSP matching
- Mental health programs
- Quarterly fun social events
- Ongoing professional development and growth support
- A collaborative consulting environment with exposure to a diverse client portfolio
- Opportunity to make a meaningful impact on members’ financial confidence and retirement readiness.
This position is for an existing vacancy within our Group Retirement department.
Who We Are?
PACE is one of the largest independent benefits and insurance brokers in Canada, providing industry‑leading group benefits, group retirement, voluntary benefits, and individual insurance solutions. Since 1993, we’ve delivered trusted consulting and brokerage services to organizations across the country. With access to all major insurance carriers and a reputation built on integrity, innovation, and client‑focused service, we help employers design benefit programs that truly make a difference.
PACE Consulting Benefits & Pensions Ltd. welcomes and encourages applications from people with disabilities and is committed to creating a diverse workplace. We are an equal opportunity employer. Accommodations are available upon request for candidates participating in all aspects of the selection process.
For accommodation requests, please contact hr@paceconsulting.com
