City : Toronto

Category : Full-time

Industry : Finance

Employer : Sun Life Financial

Vous êtes unique, comme le sont votre parcours, votre expérience et votre façon de voir les choses. Ici, on vous encourage et on vous motive à donner le meilleur de vous-même, et on vous donne les moyens de le faire. Vous travaillerez avec des collègues dynamiques – experts dans leur domaine – qui sont impatients de partager leurs connaissances avec vous. Vous aurez des gestionnaires inspirants qui vous aideront à développer votre potentiel et à atteindre de nouveaux sommets. Chaque jour, vous aurez de nouvelles occasions de rendre la vie de nos Clients plus radieuse – ils sont au cœur de tout ce que nous faisons. Découvrez comment vous pouvez faire une différence dans la vie des gens, des familles, des collectivités – ici et partout dans le monde.

Description de poste:

Sun Life International (SLI) delivers innovative offshore life insurance solutions to High Net Worth (HNW) Clients around the world. We are a diverse team of best-in-class industry experts who are passionate about our Clients and the work we do for them.  SLI is based in Bermuda and we partner with International HNW brokers and private banks who advise on and sell our solutions. 

Sun Life International is on a journey to be a scalable, nimble, client centric organization, with a sustainable business model to meet current client expectations and respond to future market expectations. The SLI Partner Program is a key element of being a client-centric organization and of offering bespoke solutions and services to our broker partners.  The SLI Partner Program will be the internal bridge between Distribution, Underwriting, and Operations and its team members will be the key points of contact for our partners in ensuring that business gets placed, cases are closed, and issues are resolved.  At Sun Life, we are always looking for the best talent.  Join our growing team, and let’s write the Sun Life story together!

Reporting to the VP, Chief Operating Officer, the Director, SLI Partner Program, is responsible for enhancing key Sun Life International broker relationships and working effectively with SLI stakeholders including Underwriting, Distribution, Operations, Finance, and Claims to deliver outstanding service.

Preferred skills

What do you need to succeed? 

Strategic Thinking and Analytical Skills  

• Excellent presentation skills with the ability to influence and motivate others through group presentations and/or individual interactions.

• Strong analytical, research, and problem-solving skills.

• Ability to turn complex issues into comprehensible solutions.

• Ability to think outside the box.

• Ability to engage, influence and build strong relationships with external partners.

Corporate Experience 

• Familiarity with the financial services or insurance or private banking sectors and conducting business as part of a prestigious global business.

• Proven track record of building strong internal and external relationships.

• Capability to assess the competitive landscape, identify opportunities and / or competitive threats and execute a retention strategy

Mindset and Behaviors  

• Exceptional service orientation.

• Resilience to handle customer complaints and demanding Clients.

• Ability to pivot/adapt quickly to the change in clients’ needs and demands.

• Capable of making sound decisions, balancing business and client needs.

• Competence to work effectively with leaders and functions across  the organization.

• Willingness to work non-standard hours, in order to liaise with other Sun Life offices located in other time zones.

• Values diversity and inclusion and works hard to build an inclusive and respectful workplace.

Qualifications

• Bachelor’s degree or equivalent experience, preferably with emphasis in a relevant discipline (Business Administration, Management, etc.)

• 10 years of relevant experience in the Client Services Environment.

• Strong knowledge of sales, distribution, wealth, and insurance – experience in the UHNW and HNW Life Insurance Industry would be a distinct advantage

• Wealth management experience is an asset.

• Experience conducting business internationally.

• Knowledge of regulatory landscape.

• Strong knowledge of the Microsoft Office Suite (Word, Excel, PowerPoint, etc.)

• Digital competence.

Responsibilities

Vision and Strategy

• Establish Sun Life International’s Partner Program to provide operational support for its broker partners.

• Be the face of Sun Life International’s Operations function for the broker community.

• Keep abreast of digital and client service market trends.

• Collaborate with team members across Sun Life International demonstrating flexibility and excellent communication skills across our geographies.  

Delivery and Execution

• Anticipate the client’s needs in order to provide best-in-class customer service and prevent escalated challenges.

• Support the team in problem solving complex issues, proactively address key risks, and serve as an escalation point for key issues.

• Ensure tracking of all service and Operations deliverables for external partners. Provide visibility into status of all transactions.

• Actively represent SLI as part of value realization efforts across HuBS.

Stakeholder Management

• Proactively engage with the Directors of Operations, Distribution, Compliance, Legal, and Finance through monthly reviews and proactive, timely issue resolution.

• Proactively engage SLI and SG leadership teams to understand business needs and provide transparency within the Partner Program.

• Ensure clients and stakeholders are informed of key issues, risks, and interdependencies.

• Proactively stay in touch with internal and external partners to maintain an understanding of new developments in their areas and identify opportunities for collaboration. 

Communication and Relationship Management

• Deepen relationships at multiple levels of client and broker organizations.

• Build strong sustainable client relationships through effective, efficient, and proactive management services.

• Tailor both written and verbal communication to the audience and situation; maximize buy-in and establish productive working relationships. 

• Effectively communicate and influence senior internal and external audiences in a clear, compelling, and concise manner. 

Team Management

• Hire and lead an effective team to deliver on SLI’s Partner Program.

• Manage the team through active coaching, mentoring, and performance management.

• Assist team to effectively triage case management queries.

• Support any and all escalated client issues.

Measurement and Tracking

• Increase client satisfaction levels and build transparency.

• Establish a triage and workflow system that is accessible to Distribution, Underwriting, and Operations.

• With SLI Partners, enhance the broker portal so that brokers can view transaction status in real time.

• Manage issues, stay connected, and help with overall service levels.

• Increase the value of customer service excellence, contributing to the overall client experience, satisfaction, and loyalty.

• Maintain the pipeline of talent within the SLI Partner Program

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