Retention Consultant

Role Overview

• Partner with the Retention Manager and leadership team to support change management, communications, issue resolution, and decision-making
• Collaborate with Retention Strategy, Product, Platform, Marketing, and other business partners to introduce new products, tools, training, and initiatives
• Lead retention reviews and discovery activities to identify performance gaps, best practices, and opportunities to improve client outcomes
• Support alignment of Affinity Distribution strategies to deliver a differentiated and consistent client experience
• Monitor compliance audit results and provide coaching, feedback, and support to advisors and leaders
• Maintain and enhance Salesforce knowledge resources, ensuring information is accurate, accessible, and up to date
• Create, manage, and optimize reporting and dashboards to improve visibility into retention performance and business results
• Support the achievement of retention-related business objectives and key performance indicators
• Analyze business performance, identify opportunities, and recommend actionable solutions
• Provide leadership with insights and recommendations related to workforce planning, resource deployment, and operational effectiveness
• Promote best practices and process consistency across channels, regions, and teams
• Serve as the Retention Compliance Champion, supporting governance requirements and continuous improvement initiatives
• Support onboarding, training, and advisor development initiatives to improve retention capabilities and performance
• Drive process improvement initiatives using data, technology, and emerging tools, including AI-enabled solutions where appropriate
• Maintain process documentation and ensure operational procedures remain current and aligned with business needs

Requirements

• 3–5 years of experience in business analysis, process improvement, project support, or requirements development supporting small to medium-sized initiatives
• University degree in Business, Finance, or a related field
• 1–3+ years of relevant business experience, preferably within insurance, financial services, or contact centre operations
• LLQP designation considered an asset
• Strong analytical and problem-solving skills, with the ability to synthesize large volumes of information and translate insights into action
• Excellent written, verbal, and presentation communication skills
• Proven ability to influence stakeholders and collaborate across multiple teams
• Strong organizational skills with the ability to manage multiple priorities effectively

Benefits

• health, dental, mental health, vision, short
• and long-term disability, life and AD&D insurance coverage
• adoption/surrogacy and wellness benefits
• employee/family assistance plans
• various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
• financial education and counseling resources
• generous paid time off program in Canada including holidays, vacation, personal, and sick days
• full range of statutory leaves of absence