Client Solutions Centre Process Specialist

2 weeks ago

Toronto, Ontario, Canada Sun Life Full time
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.


Are you a proven leader, a great team player and have a strong focus to client experience? Do you have strong verbal and written communications skills and also a passion for learning? The Knowledge Specialist role, provides a challenging opportunity to enhance those skills as well as help shape the future of the CSC.


Main accountabilities:

  • Act as the primary business process Subject Matter Expert (SME) to ensure successful launches of new products, processes and/or system enhancements to the CSC.
Work with project teams and the sales managers to represent the CSC's interests by assessing and providing recommendations related to every item that will impact the teams you support such as:
scripting, compliance, quality assurance, systems, tools, marketing, training and procedure notes.

  • Develop and maintain the CSC's procedure notes to ensure a foundation for a consistent and quality client experience. Recognize and quickly report any process gaps in order to support an environment of continuous improvement in the CSC.
  • Maintain and update all CSC Knowledge tools, including the CSC's document repository, Siebel KB, RIF/LIF Tool, SmartApp and any other knowledge transfer methods or mediums that are introduced.
  • Support the CSC's Training and Development program by creating, validating, and delivering content, with strong inclass and postclassroom support for new hires and developing and delivering refresher training to support new and ongoing initiatives.
  • Support the CSC's Quality Assurance program by reviewing feedback from the Quality Development (QD) team and developing solutions in conjunction with QD, CSC Initiatives and operations to fill any gaps that are identified in the program.
  • Provide 1:1 knowledge support and training related to CSC processes, products and systems for Innovation Financial Service Consultants (FSCs) and Financial Service Representatives (FSRs) based on feedback and requests from the CSC Innovation managers.
  • Partner with CSC sales managers to support their team meetings by providing updated and accurate knowledge related to processes, products and systems.
  • Support the CSC sales teams by providing insights and background that assist in the validation and production of recommendations and requirements for ongoing improvements to business processes, support, tools and systems.
  • Provide back up to Resolution Case Manager Knowledge partners in responding to FSC and FSR questions in a timely manner to support CSC Innovation's targets related to efficiency, quality and service levels.
  • Recognize and support the elimination of FSC knowledge gaps by providing input to CSC sales managers for coaching purposes and to the manager of CSC Knowledge for training purposes. Provide targeted coaching and/or training to individuals/small groups where opportunities have been identified to fill knowledge gaps.

Competencies:

  • Clientcentric focus with an ability to see the impact of decisions and actions on internal partners and external clients and direct decisions and recommendations accordingly
  • Knowledge of CSC processes and tools
  • Knowledge of Group Retirement Services (GRS) products, Group Benefits (GB) products and CSC Retirement income products
  • Verbal and written communication skills
  • Team player
  • Proven orientation to results and actions and a demonstrated ability to execute
  • Problemsolving, research and analytical skills
  • Attention to detail, time management and organizational skills with a proven ability to multitask and prioritize to ensure deadlines are met
  • Ability to develop and maintain strong internal business relationships
  • Business judgment and initiative
  • Ability to adapt to and drive change and innovation

Assets:

  • Experience participating in business and systems improvement projects
  • Valid and active Life Insurance License

Why join Sun Life:

  • 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
  • A friendly, collaborative and inclusive culture
  • A collaborative and interactive team environment
  • Being part of our journey in developing the next greatest digital experience
  • Working together, sharing common values and encouraging growth & achievement
LI-Hybrid

At Sun Life we strive to create a flexible work environment where our emp

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