Retention Consultant

As a member of the Protection Solutions (PS) team, the Retention Consultant plays a critical role in strengthening and advancing the organization's retention strategy. This position is responsible for maximizing client retention efforts, enhancing advisor effectiveness, and supporting business growth by ensuring clients continue to see value in and trust our protection solutions.

Reporting to the Retention Manager, the Retention Consultant acts as both a strategic partner and operational expert, providing support, insights, and coaching to the Retention team and broader PS organization. Through collaboration, performance analysis, change leadership, and continuous improvement, the role contributes directly to client loyalty, advisor success, and achievement of business objectives.

The Retention Consultant develops and implements retention initiatives, identifies opportunities to improve client and advisor experiences, and works across multiple business areas to support product launches, process enhancements, training initiatives, and operational excellence.

Position Responsibilities:

• 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.

Required Qualifications:

• 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.

Preferred Qualifications:

• Experience working within Agile environments, including writing user stories and defining solution acceptance criteria.
• Insurance industry experience.
• Demonstrated commitment to delivering an exceptional customer experience.
• High level of professionalism, accountability, and initiative.
• Continuous learning mindset with the flexibility to support multiple functions and business priorities.
• Experience with Salesforce reporting, dashboards, and knowledge management tools.
• Experience supporting operational change, training, coaching, or performance improvement initiatives.
• Bilingualism (English and French) is a strong asset. If the successful candidate is in Québec, proficiency in both languages will be required to support clients from various provinces outside of Quebec.

When you join our team:

• We’ll empower you to learn and grow the career you want. 
• We’ll recognize and support you in a flex