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Job Description:

Job Description:

Sun Life is seeking an exceptional leader to join our organization as Director of Service Desk within our Digital, Business and Technology Solutions (DBTS) division. Reporting to the AVP of IT Service Excellence & Workforce Enablement, this pivotal role will spearhead the operational management and strategic direction of Sun Life's global Service Desk operations.

The role’s overall responsibility is to lead and oversee multiple Sun Life Service Desks across three countries, managing a team of bilingual IT professionals handling approximately 400,000 annual contacts through various channels (phone, email, chat).

They will develop and implement strategies to continuously enhance the support experience for Sun Life's employees, advisors, and clients while meeting key performance indicators (FCR, AHT, Service Level)

Driving innovation, by assessing and integrating new technologies, they will also foster a digital culture and look to leverage modern call centre solutions. The successful party will then be responsible for creating and executing on these roadmaps for digital service improvements, focusing on increasing user productivity and client satisfaction through automated workflows and digital transformation initiatives.

Main Accountabilities:

• Manage all aspects of Service Desk Operations and deliver results that meet or exceed operational performance metrics
• Provide coaching and development to Service Desk staff through evaluation of performance and key metrics.
• Manage all functions related to staffing the Service Desk to include forecasting, hiring, training, and on-going development/evaluation
• Ensure that Service Desk Operations procedures follow, Contact Centre Industry Standards, ITIL best practices and alignment with industry bodies such as Help Desk Institute (HDI) and Contact Centre Management Association of Ireland (CCMA).
• Measure and analyse the effectiveness of the Service Desk function by managing metrics, performance criteria, policies, and procedures to continuously improve Service Desk productivity and recommend and implement continuous improvement opportunities.
• Provide comprehensive reports on performance metrics and ongoing improvement initiatives to executive leadership and key stakeholders, ensuring clear communication of progress and outcomes.
• Forecast call volume and analyse the effect of volume fluctuation on staffing needs.
• Enhance and optimize the Service Desk through the implementation of cutting-edge technologies, including artificial intelligence (AI), robotic process automation (RPA), and predictive analytics, to drive efficiency and elevate customer support capabilities.
• Upgrade our service model with best-in-class technologies, particularly self-serve tools, to increase user adoption and operational effectiveness.
• Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.
• Oversee Service Desk expenses; direct accountability for Run Rate, Project budget, Forecast, Recoveries and P&L for service.

Competencies:

• In depth experience with Service Desk Operations and Practices
• A client-focused, strategic, forward thinking leader with proven record of developing operational best practices & process improvement across Service Desks
• Strong strategic thinking, with the ability to pivot. The incumbent must be able to prioritize and align work with changing demands, and find synergies within ambiguous, undefined requests.
• Ability to build and maintain strong relationships. The incumbent must partner with leaders across the organization and recommend solutions that solve business problems.
• Commitment to fostering Diverse and Inclusive working environment
• Strong people leadership skills with focus on developing and coaching talent.
• Be an adaptable and responsive partner to key stakeholders across IT and the Business. The incumbent will liaise with teams across the organization who have different priorities / needs.
• Strong ability to manage expectations, deal with ambiguity and influence across all levels to move work forward.

Qualifications:

• University degree/college diploma in related discipline(s)/or equivalent work experience
• 5+ years’ experience as a technology leader or similar management position.
• Knowledge of wide array of telecommunication, IT infrastructure and desktop technologies, program, and financial management.
• Experience with digital transformation strategies, including planning and developing a team to execute against all strategic initiatives.
• Some travel may be required

Job Category:

Posting End Date: