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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Data AnalysisPerformance MonitoringReporting and Dashboard CreationOperational EffectivenessCompliance Management
Soft Skills
Analytical SkillsProblem-Solving SkillsCommunication SkillsOrganizational SkillsCollaboration Skills
Certifications
LLQP Designation