Program Manager, CCC Service to 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:

Do you want to help achieve Sun Life's Purpose of helping our Clients achieve lifetime financial security and live healthier lives? Our Client Care Centre (CCC) is looking for a dedicated and passionate individual to lead our Service to Solutions (S2S) Program. In this role, you'll play a crucial part in enhancing our Client journey with their workplace benefits and savings plans. As Service to Solutions Manager, you will inspire and influence change with a focus on educating our Clients about maximizing their benefits and savings plan when they call our Client Care Centre. In partnership with our Health, Group Retirement Services and Client Experience Office teams, you will help achieve engagement targets while integrating with CCC platform and processes.

The ideal candidate will be Client-focused, have a proven track record of implementing change, strong analytical skills, and the ability to influence across multiple stakeholders. If you're passionate about making a meaningful difference in Canadian's financial well-being and overall health, we want to hear from you!

What will you do?

• Inspire and drive positive change within the organization, always keeping Our Clients’ needs at the forefront

• Foster a Client-centric culture within the Client Care Centre and across relevant departments

• Identify issues and act without hesitation to develop practical and timely solutions. Take steps to clarify and understand the desired outcomes. Proactively solve problems and regularly identify ways to improve work processes and practices.

• Develop and execute S2S strategies with our business partners

• Ownership for S2S reporting for Client Care Centre

• Respond to S2S sponsor inquiries and escalations

• Respond to Advisor lead inquiries

• Assess CCC call quality, identify and implement improvements, offer coaching feedback and ensure calls are reviewed in by CCC Team Leaders

• Analyze data and Client feedback to guide actions and make recommendations for improving the overall program

• Maintain strong partnerships with all stakeholders (Health, Group Retirement Services, Retail Advice & Solutions, Client Experience Office, Client Solutions Centre, CCC Best Practice, Business Analytics, Operational Learning & Performance, Platform)

• Prioritize efforts to maximize Client value and CCC operational effectiveness

• Deliver high quality results on time and proactively identify and resolve issues

• Support Bright Idea tile deployments requiring occasional after-hours work.

• Support AI integration to improve S2S processes for CCRs and the Client Experience

What do you need to succeed?

• Commitment to continuous improvement

• Strong leadership skills: influencing, communication, and collaboration

• Demonstrated experience leading projects and change management

• Understanding of GRS, Health/GB and SLFD Leads

• Strong understanding of S2S program objectives

• Experience using Tableau

• Bilingualism (French, English) required for Quebec applicants only

Note: This is a hybrid role, working in our Waterloo or Montreal office on Wednesdays and Thursdays.

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential

• Flexible Benefits from the day you join to meet the needs of you and your family

• We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential

• We’re honoured to be recognized as a 2023 Best Workplaces in Ontario by Great Place to Work® Canada

• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

*LI-MS

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.

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several 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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