City : Montreal

Category : Full-time

Industry : Finance

Employer : Sun Life Financial

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:

The Group Retirement Savings Operations team (GRS Ops) is building a new team focused on Client problem resolution.

Within GRS Operations, the GRS Ops Resolution team is responsible for handling GRS Client escalations across Operations.  This team supports GRS Operations in bringing service excellence to our internal partners as well as to our sponsors, advisors, and consultants.  The GRS Ops Resolution team currently has an opening for a Client Problem Resolution Specialist.

Reporting to Manager, GRS Ops Resolution, the Client Problem Resolution Specialist will leverage their superior problem-solving skills and extensive knowledge of the GRS business to directly resolve escalated problems and improve the Client experience. This role has six primary areas of accountability:

• Managing significant client problem escalations

• Facilitating and documenting problem-solving discussions with stakeholders, including tracking of action items to resolution

• Logging and updating of client problems in the enterprise client problem tracking system

• Performing root cause analysis to identify areas of opportunity to mitigate the risk of recurrence of problems

• Identifying Continuous Improvement ideas (CIs)

• Raising awareness of observations and trends to the Manager

What will you do?

• In partnership with the Manager, prioritize problem escalations coming into the team

• Take ownership of problems through to resolution, which will often require investigation, timely follow-up and providing appropriate updates during the process.  Taking ownership may include processing transactions, if required

• Work closely with Operations employees/leaders to problem solve situations and to identify solutions, as well as partners such as Client Advocacy, CCC and Business Development as needed

• Communicate clearly with Business Development partners to ensure Sun Life responds clearly, completely, and professionally

• Collaborate to identify root cause of problems and identify trends

• Advocate for, and demonstrate a continuous improvement mindset by identifying opportunities and championing proposals for improvement of existing processes

• Share learnings and insights with Operations colleagues

• Support the implementation of new processes and controls while evaluating the impact of process change on the Client experience and the team’s productivity

What do you need to succeed?

• College diploma or University degree

• 3-5 years of relevant experience in group retirement savings operations

• Advanced proficiency with MS Office Suite

• Enthusiasm for solving Client problems and delivering on work that directly improves the Client experience

• Excellent partnering skills including strength as a verbal and written communicator and influencer (bilingual English and French an asset)

• Proven problem-solving, root cause analysis and decision-making skills, including the ability to move beyond “how things are done” to understand “why” and make recommendations for resolution and improvements

• Strong knowledge of GRS processes and record keeping systems

• Excellent planning, organizational and time management skills

• Initiative and critical thinking skills, including being curious to learn

• Flexible and adaptable, with the ability to prioritize work to meet business objectives

What will be nice to have?

• A professional designation associate with the Group Retirement Services industry (e.g. RPA)

• Experience in problem solving and root cause analysis techniques is an asset (ie. Lean Six Sigma; PDCA; Design Thinking; The 5 Whys; Issue Trees)

What’s in it for you?

• By using Client and business needs as a guide, you will choose where you work at any given time based on the activities that you need to complete

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

• 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

• We’re honoured to be recognized as a 2022 Best Workplaces in Canada by Great Place to Work® Canada

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.

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