Manager, Client Retention

**ADP is hiring a**Manager, Client Retention**
- Are you looking to grow your career in an agile, dynamic environment with plenty of opportunities to progress?
- Do you want to continuously learn through ongoing training, development, and mentorship opportunities?
- Are you looking to be yourself in a culture that values equity, inclusion, and belonging and creates a safe space for diverse perspectives and insights?

Well, this may be the role for you. Ready to make your mark?

The **Manager, Client Retention** plays a critical role in supporting ADP Canada’s strategic goal of minimizing Technical Loss of Business (TLB). This individual will oversee Technical Loss of Business (TLB) forecasting, optimize termination processing, and collaborate to implement effective retention strategies to reduce financial exposure. Operating in a highly complex and virtual environment, this role requires strong collaboration with service and implementation leadership, a deep understanding of financial and business performance drivers, and a demonstrated ability to lead change and drive measurable outcomes.

**ESSENTIAL RESPONSIBILITIES**
- Please note that this is an individual contributor role
- Lead and manage all aspects of Technical Loss of Business (TLB) retention operations, including forecasting, reporting, and process optimization.
- Partner closely with service and implementation teams to coordinate client relationship management efforts across segments.
- Analyze loss trends, develop risk mitigation strategies, and provide consultative guidance to reduce client losses and financial impact.
- Collaborate with business leaders to align Technical Loss of Business (TLB) strategies with retention goals and fiscal-year loss plans.
- Provide forecasted losses headwind, recommend actions to improve outcomes, and ensure follow-through on resolution plans.
- Collaborate with partners and other retention teams to drive retention-related initiatives
- Deliver regular performance updates to senior leadership, highlighting key risk areas, retention wins, and strategic progress.

**Skills & Attributes**:

- **Organizational Savvy**: Builds strong relationships across functions and knows how to navigate complex organizations.
- **Strategic Thinking**: Ability to assess long-term impact and build plans to address systemic challenges.
- **Analytical Strength**: High-level ability to probe, analyze, and draw insights from data to guide retention strategies.
- **Communication**: Excellent verbal and written communication skills with comfort in executive-level presentations.

**TO SUCCEED IN THIS ROLE**:_Requirements _
- 5-7 years of experience in client retention, operations, or service delivery, with demonstrated success in reducing churn and improving client satisfaction.
- Strong financial acumen and proven ability to analyze and interpret complex data to influence business decisions.
- Strong understanding of client life-cycle, technical loss metrics, and revenue risk factors.

**Bonus points for these**:_Preferred Qualifications_
- Bachelor’s degree in Business, Finance, or a related field; MBA or equivalent experience is a plus.

**YOU'LL LOVE WORKING HERE BECAUSE YOU CAN**:

- **Focus on your mental health and well-being.** We take care of one another and offer support for your well-beingbecause healthy associates are happy ones.
- **Join a company committed to giving back**and generating a lasting, positive impact**upon the communities in which we work and live.
- **Knowledge to help you grow.** Ongoing training and development opportunities and a tuition reimbursement program, for even the most insatiable learner.
- **Innovate. Problem-solve.** Shape the future of work with people you like.
- **Balance work and personal time.**Flexibility to integrate work more easily in your everyday life**.**:

- **Go Global.**With operations around the world, exciting new networking opportunities abound.
- **Belong**by joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

**Jobs.adp.ca**

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**A little about ADP**: We are a comprehensive global provider of cloud-based human capital management (HCM) solutions that unite HR, payroll, talent, time, tax and benefits administration and a leader in business outsourcing services, analytics, and compliance expertise. We believe our people make all the difference in cultivating a down-to-earth culture that embraces our core values, welcomes ideas, encourages innovation, and values belonging. We've received recognition for our work by many esteemed organizations, learn more at ADP Awards and Recognition.

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP is committed to an inclusive, diverse and equitable workplace, and is further committed to providing equal employment opportunities regardless of any protected characteristic including: race, color, genetic information, creed,