Knowledge consultant

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:

Reporting to the Manager of Knowledge Management and Operational Training, the Knowledge Consultant will develop and evolve Knowledge Management (KM) solutions, establish and maintain KM best practices, create One Best Ways (OBW) for KM programs, and conduct process optimization to enhance existing processes and procedures.

You will leverage your effective relationship building and knowledge of Lean principles to drive change and develop recommendations that will positively improve the Client experience. You will develop guidelines on analysis and measurement to drive continuous improvement and innovation.

What will you do:

• Ensure KM standards and best practices are well documented, accurate, well organized, consistent and highly effective.

• Provide recommendations and support regarding end-to-end KM solutions, standards, framework, tools and technology. Acting as an advisor on matters related to KM systems, technology, and data.

• Work closely with other KM teams to ensure best practices are integrated into KM strategies and initiatives to ensure alignment and seamless service delivery.

• Manage sponsor/stakeholder relations to ensure that project delivery expectations are specified and met.

• Design efficient and effective process solutions.

• Build, sustain and leverage relationships and people networks with cross-functional teams.

• Manage Continuous Improvement activities by updating content and ensure easy access to resources that support key stakeholder groups.

• Lead the assessment of current processes, procedures and workflows to identify inefficiencies, streamline processes, reduce redundancies and enhance quality.

• Own the redesign and optimization efforts enduring alignment with business objectives and driving meaningful improvements.

• Foster and support collaboration across functional disciplines (e.g. Change Management, Training, Quality, etc.) to drive process optimization and knowledge sharing, ensuring greater efficiencies, alignment and continuous improvement, ultimately enhancing success through integrated efforts.

• Support change management efforts related to the implementation of new best practices, systems, and process and procedure changes.

• Develop and maintain Key Performance Indicators (KPI) and other metrics and provide regular reporting to leadership. Provide recommendations on actionable insights and areas for improvements.

• Demonstrate strong project management skills, with the ability to prioritize and manage multiple projects in a fast-paced, global environment.

• Work effectively in both team settings and independently, adhering to deadlines and contributing to collaborative success.

What you need to succeed:

• University degree or college diploma in business (or equivalent years of experience in the mutual fund industry or similar field)

• Three years' work experience in Knowledge Management, with technical writing experience, supporting content initiatives and working with cross-functional teams.

• 3-5 years of continuous improvement in a client focused environment.

• Proficient knowledge of KM principles, processes and tools, along with business areas processes, controls and technologies.

• Sound knowledge of project management techniques, tools and methodologies.

• Knowledge of change management methodologies.

• Demonstrated analytical, problem-solving, consulting and influencing skills.

• Experience with MS Excel, MS PowerPoint and MS Visio, and SharePoint.

• Demonstrated ability to deliver innovative solutions and ability to leverage data and technology.

• Strong customer service skills with a customer focused mindset, with a solid ability to create and maintain strong relationships across the organization at all levels.

• Excellent written and verbal communication skills with demonstrated facilitation skills.

• Adaptable and resilient, able to manage complexity, comfortable working in ambiguous situations, flexible to handle a fast-paced environment and easily adaptable to a variety of management styles.

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Assets:

• Experience working in a SLFISI back-office.

• Six Sigma, Lean, Capability Maturity Model Integration (CMMI) or other process improvement methodologies.

• Possess understanding of project management principles.

• Experience with maintaining Customer Service Workbench (CSW), Athena and Advisor hub.

Reasons why should you 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
• In 2025, Sun Life ranked among the top 100 most sustainable global corporations by Corporate Knights for the 16th consecutive year, leading Canadian insurers.
• We are proud to be on the 2024 Best Workplaces in Canada list by Great Place to Work.

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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