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Customer Relationship Manager

Req. #:  13031
Department: CE GSR Customer Relations Eastern
Location: Montreal, QC CA
Job Status: Temporary Full-time
Grade:  07
Category: Customer Service/Back Office

The Incumbent has to meet Customer Experience objectives for customer satisfaction and retention of profitable Group Savings & Retirement Business by: Proactively building and maintaining relationships with customers and looking for up-selling and cross-selling opportunities, Conducting proactive meetings with the existing customers, Effectively managing the relationship with the customer during the implementation of new business, Active involvement in finalist presentation with the sales division.

  • Develop and maintain positive relationship with customers: contact them on a regular basis and ensure they are satisfied with our services (maintain and use of the Service Protocol).
  • Proactively service all existing customers: responsible for their retention.
  • Actively participate in sales process (participate in delivering finalist presentations, work with sales representative during the negotiation process).
  • Maintain customer relationship during the implementation of new business cases. When there is no Implementation Manager assigned on a case, coordinate the flow of information between Standard Life and plan sponsor during the implementation of new business cases.
  • Train plan sponsor on Standard Life administration procedures.
  • Conduct Pension Committee meetings & Fund Reviews.
  • Identify up-selling and cross-selling opportunities.
  • Support the sales process by efficiently and accurately providing information to customers and advisors on Standard Life products and services.
  • Provide coaching, direction and support to other team members as required.
  • Act as liaison between the sales office, advisors and Head Office to achieve Customer Satisfaction (TCS).


  • University degree and a minimum of five (5) years of relevant experience.
  • Excellent presentation skills.
  • Good pension knowledge.
  • Investment knowledge
  • Bilingual, French and English, written and spoken.

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The personal information gathered on this website is considered strictly confidential and will be used exclusively for recruitment purposes by the Human Resources department at The Standard Life Assurance Company of Canada. Under no circumstances will this information be used for other purposes or forwarded to a third party without the candidate’s authorization.

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