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Insurance Service Operations Team Lead

Sun Life Financial

Sun Life Financial

Waterloo, ON, Canada
Posted on Monday, September 18, 2023

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 is a Contract Position for 1 Year

An opportunity exists for a skilled, energetic individual to join a team focused on service excellence, collaboration and innovation under the direct leadership of the Manager, Insurance Service Operations.

This role is responsible for the day to day operations of a specialty skills team providing service to our advisors, clients, internal and external partners.

What will you do?

Let’s start by letting you know which area we are hiring for which is Individual Insurance Service Operations (ISO). We directly support Advisors and Clients with Life and Health Insurance as well as some Wealth products. Our ‘world’ is focused on delivering timely and accurate requests for advisors, Clients, and internal business partners. We are also responsible in ensuring we enforce regulatory requirements and controls to mitigate risks.

Now that you know the ‘where’, let’s talk more about what you will be doing here. As a Team Leader you will support our teams who directly process our Client and Advisor requests. More specifically, these requests would be regarding the taxation of the policy or illustrating policy values. They could also be requests that happen infrequently or where we’re proactively managing the health of our system. As a Team Leader you will:

  • Manage the team’s day-to-day operations including productivity, absences, succession, training, and work distribution with the objective of meeting service level priorities and Client/advisor expectations. Identify and quickly solve for roadblocks to prevent escalations and productivity slowdowns.

  • Develop, coach, and support the team to provide a superior Client experience. Questioning the “norm” to determine if we are doing what is best and fair for the Client and the business. Developing a recommendation and getting the right approvals to do the right thing for both the Client and Sun Life.

  • Create a positive work environment that is inclusive and where people’s perspectives are shared and respected. This includes creating an environment where everyone feels safe to speak up, raise concerns and where people feel they are heard.

  • Use data to effectively manage team performance with metrics such as demand, inventory, outputs, and productivity. Leverage data to validate and quantify problems, identify barriers, and make recommendations for improvements.

  • Manage escalations from advisors, Clients and internal business partners. Monitor trends and identify how to reduce and prevent escalations from occurring and re-occurring.

  • Identify impacts to the team from projects and other initiatives on the go to minimize team impacts and ensure they setup the business for future success.

  • Champion and drive improvements to the team’s processes to remove redundancies, improve efficiency, and deliver exceptional end-to-end Client experiences.

  • Build and develop strong relationships with other operational leaders and key business partners.

  • Coordinate business management functions, as needed, such as audit, business continuity and pandemic plans and overall business planning.

Who You Are:

You have a positive attitude and bias for action that helps foster relationships, facilitates a positive client experience, and allows you to work well with teams within Insurance Services Operations as well as our Clients, Advisors, and business partners. You also:

  • Drive to outcomes. You are proactive and results focused. You take ownership and prioritize work to deliver on priorities/objectives and proactively prevent escalations.

  • Put our clients first. You engage with purpose to do what’s right for the Client and Sun Life.

  • Have strong critical thinking, analytical and decision-making skills. You use data to guide decisions, monitor performance and plan. You make connections beyond the surface level.

  • Are curious. You ask questions to understand. You recognize issues and dive in to understand them. You push beyond the surface level to get to the root of a problem to truly solve the issue.

  • Are resilient. You can handle a fast paced, changing environment. You know when to act quickly and decisive in time sensitive situations.

  • Adapt to change. You are a change leader, can adapt to change and lead others through change.

  • Exhibit strong communication, both written and verbal, and relationship management capabilities. You build a network of strong working relationships.

  • Act independently with some guidance and direction. You know when to engage others and leverage their expertise. You are self-motivated.

  • Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

  • Knowledge of individual insurance and wealth products, systems and business processes is an asset.

What's in it for you?

  • 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

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

  • Wellness programs that support the three pillars of your health – mental, physical and financial

  • A friendly, collaborative and inclusive culture

  • Working together, sharing common values and encouraging growth & achievement

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.

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.

Salary Range:

51,100/51 100 - 82,800/82 800

Job Category:

Customer Service / Operations

Posting End Date: