Manager, Client Retention

BGCBigs; Toronto; Hybrid; CAD 80,000 - 100,000; Full time

Job summary

A leading human resources services company in Toronto is hiring a Manager, Client Retention. This role requires overseeing retention operations, analyzing loss trends, and leading a team to foster client success. Ideal candidates will have 5-7 years of experience and strong financial acumen, along with excellent communication skills. The company offers a hybrid work model and prioritizes mental health and ongoing learning opportunities.

Benefits

Mental health and well-being support

Ongoing training and development

Tuition reimbursement program

Qualifications

• 5-7 years of experience in client retention, operations, or service delivery.
• Strong financial acumen and proven ability to analyze complex data.
• Understanding of client life-cycle and technical loss metrics.

Responsibilities

• Lead all aspects of Technical Loss of Business (TLB) retention operations.
• Partner with service teams to manage client relationships.
• Analyze loss trends and develop risk mitigation strategies.

Skills

Organizational Savvy

Strategic Thinking

Analytical Strength

Communication

Education

Bachelor's degree in Business, Finance, or a related field

Job description

BGCBigs5 days ago

Hybrid

Etobicoke, ON

Senior Level

Top Benefits

Mental health and well‑being support

Ongoing training and development

Tuition reimbursement program

About the role

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.

The successful candidate will be a confident people leader with a strategic mindset, a passion for client success, and the ability to align cross-functional teams toward retention goals.

Ready to #MakeYourMark?Apply now

ESSENTIAL RESPONSIBILITIES

• 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-being… because healthy associates are happy ones.
• Join a company committed to giving backand generating a lasting, positive impactupon 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.
• Belongby joining one of ten Business Resource Groups to connect globally with networks and allies who share common interests and experiences.

What are you waiting for?Apply today

LI-EU1

LI-Hybrid

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.

Ethics at ADP : ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click to learn more about ADP\'s culture and our full set of values.

About BGCBigs

Human Resources Services

10,000+

Designing better ways to work through cutting-edge products, premium services and exceptional experiences that enable people to reach their full potential. HR, Talent, Time Management, Benefits and Payroll. Informed by data and designed for people.