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:

Location: hybrid

Reporting to the Investment Fund Operations (IWO) Client Services Manager, the Team Leader, Client Services – Investment Funds will oversee a team of Customer Service Representatives to ensure that exceptional service is provided to clients, advisors, back-office team members, and internal business partners. In addition, the Team Leader will support in the oversight of the Sun Life Global Investments (SLGI) House Dealer, provide customer service to customers within that dealer, and when volumes require, act as a back up to Knowledge Specialists and Customer Services Representatives on the team.

What will you do?

Build and maintain strong relationships with advisors, clients, dealer back-office, and internal business partners to support the divisional goal of being easy to do business with

Handle inquiries and escalated concerns from clients, advisors, and team members

Manage Customer Service Representative (CSR) performance by ensuring that employees consistently achieve service levels and quality objectives

Conduct and complete semi-annual and annual performance reviews with direct reports

Ensure the continual updating and management of client information to comply with industry standards and regulations

Annually review our processes to ensure compliance with regulatory and legal requirements

Analyze evaluation results and coach team accordingly

What do you need to succeed?

 Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide

2 – 5 years of relevant experience in financial services, insurance and/or in a call centre environment

Proven leadership experience with the ability to foster growth, manage performance and coach and motivate direct reports to achieve team and individual goals

Ability to multi-task and prioritize effectively in a fast-paced environment

Ability to adapt well to different situations and motivate and support others to do the same

Salesforce experience and Microsoft Office Suite proficiency
 

Assets

Knowledge of products and services offered by Sun Life and Sun Life Global Investments

Undergraduate degree in a relevant field or equivalent education/work experience

 Reasons why should you join us under the sun 

A caring, supportive, and inclusive culture

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

Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being

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

Pension Plan participation starts immediately, and you are automatically enrolled. We help you save more with Sun Life automatic and matching contributions and by including both your salary and bonus when making contributions

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.

Salary Range:

56,000/56 000 - 93,000/93 000

Job Category:

Customer Service / Operations

Posting End Date:

13/02/2025