At Neilson, we’re dedicated to helping families secure financial protection for their loved ones with a range of life insurance options. We have evolved from our origins in the UK, where the business was launched in 2012, to become an award-winning international operation and leader in the global life insurance market. Today, we have offices in the USA, Canada, Ireland, and Australia.

We are seeking a driven and experienced Retention Manager to lead and inspire a team of Retention Agents in a dynamic, customer-focused environment. Based in Toronto and reporting to the Head of Retention, this individual will oversee day-to-day, ensuring customers receive exceptional support, compliance standards are upheld, and performance targets are consistently achieved.

The successful candidate will have demonstrated experience supporting agent development, equipping them with skills in coaching, call calibration, QA, audits, and feedback.

A proven leader who excels at motivating teams, driving performance, and fostering a culture of continuous improvement will thrive in this role.

Key Responsibilities

• Lead and manage a team of 10–12 Retention Agents, ensuring consistent performance and accountability.

• Deliver ongoing coaching, mentoring, and feedback to build agent capability, engagement, and motivation.

• Oversee retention KPIs, including conversion and save rates, productivity, call abandonment, and cancellation solutions.

• Monitor workflows to ensure efficiency and remove barriers to customer service.

• Uphold compliance requirements and quality assurance standards, embedding best practices in every interaction.

• Conduct one-to-one development sessions, call calibration meetings, and team reviews to drive improvement.

• Identify performance gaps and implement targeted development plans.

• Create a high-energy environment that promotes accountability, collaboration, and customer-first thinking.

• Partner with leadership on business initiatives, system testing, and process documentation.

• Deliver clear communication to the team, ensuring full understanding of objectives and the rationale behind business decisions.

Qualifications

• Proven leadership and people management experience in customer engagement, sales, customer service, or contact center environments.

• Knowledge of Retention processes would be an advantage.

• Experience supporting agent development through structured coaching, call calibrations, QA, audits, and feedback.

• Track record of achieving retention or sales performance targets.

• Excellent communication and leadership skills, with the ability to inspire and influence.

• Strong analytical capability with attention to detail and problem-solving skills.

• Ability to thrive in a fast-paced, evolving environment while maintaining focus on compliance and service excellence.

• High level of emotional intelligence, resilience, and adaptability.

Experience & Education

• Post-secondary education in Business, Management, or related field preferred; equivalent experience considered.

• Knowledge of life insurance products and regulatory requirements is an asset.

• Candidates with LLQP license preferred.

If you are passionate about making a difference, you thrive in a fast paced and entrepreneurial environment and you want to be a part of a high performing team, we would love to hear from you!

Accessibility For Job Applicants  

 

We strive to make our job application process accessible to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or selection process, please contact our Human Resources department. Our team will work with you to provide suitable accommodations to ensure your participation. 

 

Equal Opportunity Employer  

 

Neilson Financial Services is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds and abilities. Our commitment to diversity and inclusion is fundamental to our company culture.