Bilingual Senior Consultant, Client Solutions

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

This Position is for a 1 Year Temporary Contract

Within the Shared Services organization in Group Disability (GD), and reporting to the Director, Disability Solutions and Service Excellence, the Senior Consultant, Client Solutions (SCCS) role focuses on supporting:

• new business sales and implementations,

• Client customizations and plan revisions,

• Client problem resolution to enhance and retain Client relationships.

The SCCS plays a critical role in facilitating GD sales and the implementation of Client-specific processes by collaborating with various internal teams, external Clients, their advisors and consultants. This includes gathering requirements, designing and recommending solutions, and ensuring successful implementation of new GD plans and subsequent changes. The SCCS is also responsible for overseeing the resolution of complex Client issues to improve the Client experience through effective problem-solving skills and in-depth knowledge of the GD business.

What will you do?

• Supporting sales and marketing-related inquiries, such as Requests for Proposals and/or Information

• Understanding unique Client requirements and proposing effective solutions, including changes to contract wording, processes and/or communication templates

• Coordinating the Disability Operational impact assessment of custom Client requests and obtaining approval from leaders and other key stakeholders as needed for Client-specific solutions

• Documenting Client-specific solutions and overseeing their implementation and understanding by the Client, their advisor or consultant, and any impacted Group Disability teams.

• Reviewing Performance Standard Agreements (PSA) including the measures and reports to ensure we are able to administer and remain compliant with Service Agreements

• Monitoring, in collaboration with GD leaders, Client satisfaction with the implemented solutions and the on-going service and recommending, where necessary, adjustments/enhancements to meet the Client’s evolving needs and/or improve plan performance and health of Client relationship

• Participating in Client meetings and/or presentations as needed

• Tracking and project managing escalated Client problems to:

  • help drive actions needed to resolve problems and

  • influence the level of support needed to foster a healthy Client relationship

• Performing root cause analysis of escalated Client problems to identify areas of opportunity to mitigate the risk of recurrence

• Sharing learnings, insights and recommendations with GD leaders, colleagues, and other Sun Life areas as required

• Leveraging data and technology to create new solutions and to innovate and evolve our service offering, best practices and disability processes

What do you need to succeed:

• Strong technical knowledge in Group Benefits Disability Management practices and processes

• Excellent communication, presentation and influencing skills

• Proven problem-solving abilities and critical thinking skills

• Ability to negotiate with multiple stakeholders effectively

• Excellent planning, organizational and time management skills

• College/University degree in Occupational Health, Disability Management, or related field

• 5+ years of successful experience working with clients in an organizational health, disability management and/or group benefits environment

• Advanced proficiency with MS Excel and other MS Office suite products

• Bilingualism (English/French)

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position reports to a unilingual English-speaking manager outside Quebec.

ASSETS

• Project and/or program management experience

• Experience in problem solving and root cause analysis techniques, such as Lean Six Sigma or Design Thinking;

• Bilingualism (English/French) is considered an asset or required depending on location of work

TRAVEL

• Travel may be required to attend Client and/or project meetings

Reasons why you should join us under the Sun:

• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.

• A caring, supportive, and inclusive culture

• A collaborative and interactive team environment

• Opportunities to own your career development with programs to continuously learn, build skills, grow through coaching and more

• #LI-MC1 #LI-Hybrid

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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