Insurance Retention Manager

Join to apply for the Insurance Retention Manager role at Neilson Financial ServicesAt Neilson, we’re dedicated to helping families secure financial protection with a range of life insurance options. We have evolved from a UK launch in 2012 to become an award‑winning international leader. Today we operate 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. Based in Toronto and reporting to the Head of Retention, this individual will oversee day‑to‑day operations, 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 ResponsibilitiesLead 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.QualificationsProven 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 & EducationPost‑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, thrive in a fast‑paced entrepreneurial environment, and want to be part of a high‑performing team, we would love to hear from youAccessibility For Job ApplicantsWe 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 EmployerNeilson 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. #J-18808-Ljbffr