Operations Specialist, Leads Operations - Leads Engagement and Optimization

About Us

Sun Life hosts a talented team of marketers, process owners, and dreamers within our Client Experience Office. The Growth & Performance Marketing team within Sun Life's Client Experience Office holds a commitment to deepening its value to the Sun Life organization. We continue to enhance our client acquisition and lead generation capabilities while also supporting cross-functional delivery and testing of key marketing technology (MarTech) initiatives, with a sustained focus on enhancing advisor and prospect experience. Our Head Office Leads program connects Canadians with Sun Life Financial advisors to help them achieve lifetime financial security.

Position Summary

As the Operations Specialist (Leads Operations), you'll support our Lead Operations team within the Leads Engagement and Optimization team helping to drive leads value conversion and quality assignment through our Head Office Leads Program. You will be responsible for the maintenance and improvement of operational standards in day-to-day lead management processes, with a sustained focus on enhancing advisor and client experience. This includes testing and launching new campaigns, managing data quality, optimizing lead performance, and training team members.

What will you do?

Team Leadership

• Act as first-line knowledge support for Leads Coordinators, providing coaching, and direction to ensure continuous process adherence and delivery of service standards.

• Provide training support to Leads Coordinators on new initiatives and process improvements as needed

• Monitor and provide ongoing guidance for Leads Coordinators on handling of advisor/field management escalations and other exceptions.

Leads Operational Process & Delivery Support

• Maintain and champion all lead operations processes to ensure effective delivery against business goals while balancing business efficiency, client and advisor experience.

• Engage with internal business partners to ensure cross-functional commitments and service standards are being achieved, resolving or escalating service issues as necessary.

• Manage delivery of the continuous improvement process for Lead Operations, ensuring ongoing identification and delivery of process enhancements across the team

• Analyze lead performance across channels against key metrics

• Work with Channel and Marketing teams to improve lead quality

• Translate data into insights, actions, and recommendations, communicating clearly and concisely with stakeholders, partners, and leaders

• Maintain accurate advisor information and lead assignment data

• Run regular data checks and reconciliations to ensure accuracy

• Problem solve with IT and analytics partners for issues management and resolution

• Investigate operational issues, identify root causes, and implement fixes

Pilot and Campaign Testing, Scaling & Delivery

• Engage with Client Solutions partners to understand strategy, scope and business requirements for all lead generation pilots.

• Define, document and deliver pilot operations review and closedown plan, ensuring all learnings are shared with Growth & performance leadership team.

• Support the testing and validation of marketing campaign landing page URLs and tracking codes for all Head Office lead campaigns.

• Support identification, root cause analysis and resolution of operational issues impacting campaign delivery.

• Represent Leads Engagement and Optimization team in group meetings, planning sessions and sprint reviews to ensure effective intake and tracking of campaigns leads.

• Business validation for lead assignment logic, qualification criteria, and advisor assignment

• Monitor campaign performance and communicate leads insights to leadership teams

• Plan and manage the transition from pilot to full production

What do you need to succeed?

• Post-secondary education OR 4+ years of experience in customer service, sales/marketing operations, or similar role

• Advanced proficiency in Excel, PowerPoint, and Salesforce CRM

• Lead management and marketing automation knowledge

• Analytical mindset with curiosity and innovation focus

• Excellent written communication and documentation skills

• Customer relations, issue resolution, and problem-solving expertise

• End-to-end data management (validation, reconciliation, quality monitoring)

• Business requirements analysis and validation

• Ability to manage competing priorities independently

• Ability to coach, manage performance, and develop team members

• Comfortable in matrixed, ambiguous environments

• 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

What's in It for You?

Join a collaborative team where you'll directly impact advisor success and drive operational excellence. You'll gain expertise in lead management and campaign operations while working in a dynamic environment that values innovation and continuous improvement. Your work will enhance both the customer and advisor experience while contributing to the organization's long-term success.