Retention Consultant

As a member of the Protection Solutions (PS) team the Retention Consultant plays a critical role in strengthening and advancing the organizations 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:

• 35 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.
• 13 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:

• Well empower you to learn and grow the career you want.
• Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team well support you in shaping the future you want to see.

The role being advertised is an existing vacancy.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer

At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .

Referenced Salary Location

Salary range is expected to be between

Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance. The actual salary will vary depending on local market conditions geography and relevant job-related factors such as knowledge skills qualifications experience and education/training. If you are applying for this role outside of the primary location please contact for the salary range for your location.

Manulife offers eligible employees a wide array of customizable benefits including health dental mental health vision short- and long-term disability life and AD&D insurance coverage adoption/surrogacy and wellness benefits and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays vacation personal and sick days and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S. please contact for more information about U.S.-specific paid time off provisions.

We use data and analytics technologies such as artificial intelligence (AI) and automated processing tools to analyze and process the information you provide to us or third parties in the application process. For more information please refer to our personal information collection statement.