Client Relationship Specialist - Implementation

At Equitable, we believe work should be a place where you feel supported, inspired, and empowered to grow. In our caring and collaborative environment, your curiosity is encouraged, your passion is recognized, and your contributions truly matter. Together, we create meaningful impact, for our clients, our communities, and each other.


The Opportunity: At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes.

We are seeking a Client Relationship Specialist – Implementation to join our Group Benefits team. As a key member of our Head Office Group Benefits team, you will play a critical role in delivering a best-in-class onboarding experience and serving as the face of Equitable during the implementation phase.
In this role, you will be responsible for translating client Group Benefits requirements into Equitable’s internal systems and processes, ensuring accurate and timely plan installation from initial sale through implementation and into early stabilization. You will combine technical expertise, strong relationship management, and process discipline to deliver a seamless onboarding experience that builds client confidence and trust.

Join one of the region’s top employers and be part of something that truly makes a difference.


Work Arrangements: You will work from your home office 100% of the time. You may be required to be in-person at our office in Waterloo, ON or another assigned location within the Waterloo Region, on an as needed basis.


What you’ll do:

• Serve as the primary point of contact for Advisors and new clients throughout the onboarding and implementation process
• Ingest client Group Benefits requirements and translate them into Equitable’s internal systems and processes for accurate plan installation
• Guide clients through plan setup, ensuring all documentation, enrollment data, and requirements are complete, accurate, and delivered within established timelines
• Manage the end-to-end implementation lifecycle, from initial sale through to successful plan installation and transition at go-live
• Develop and manage implementation timelines, track milestones, and proactively identify and mitigate risks or delays
• Coordinate with internal teams (Underwriting, Group Benefits Administration, Claims, IT, and other operational partners) to ensure all components are aligned for successful installation
• Perform risk assessment and analysis related to plan design, setup requirements, and implementation exceptions
• Make case-specific decisions on administrative and implementation exceptions within established guidelines
• Support and manage complex or non-standard group implementations, adapting approaches to meet unique client requirements
• Deliver Plan Administrator and Plan Member training sessions, including system demonstrations, to ensure readiness for plan launch
• Collaborate with Advisors, Group Account Executives (GAEs), and internal stakeholders to resolve implementation issues and ensure a coordinated onboarding experience
• Ensure all documentation meets high standards of accuracy, completeness, and compliance to support efficient installation
• Contribute to the development, standardization, and improvement of implementation processes, documentation, and checklists
• Meet established implementation performance metrics, including turnaround times, quality standards, and reporting requirements


What you’ll bring:

• 3–5+ years of Group Benefits experience, including strong experience in implementation and onboarding
• Solid understanding of Group Benefits products, plan design, and installation processes
• Demonstrated ability to analyze complex requirements, assess risk, and make sound decisions within defined guidelines
• Strong understanding of how Underwriting, Claims, Administration, and other group functions contribute to implementation outcomes
• Excellent organizational, time management, and problem-solving skills with the ability to manage multiple implementations in a fast-paced environment
• High level of accuracy and attention to detail, particularly in documentation and data management
• Exceptional communication skills (verbal and written), with the ability to clearly guide clients and advisors through implementation processes
• Strong presentation and training skills, with the ability to deliver e