Manager, Client Services
2 days ago
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.
**Role Summary**:
The Manager, Group Retirement Services (GRS) Operations, Client Services provides leadership, direction and decision making for a client facing team that ensures the delivery of a consistent quality customer service experience for a specific block of GRS Clients, GRS members, and advisors.
The Manager is accountable for the delivery of service and execution of the management operating system. Responsible for identifying, developing and implementing continuous improvements to current processes, anticipate and mitigate risk ensuring technology and tools are provided to meet these standards. The Manager will participate in departmental, intra divisional and companywide projects and ensures implementation of strategic initiatives and process changes with a view to measurable and sustainable improvements in service delivery.
The Manager is responsible for their team’s resource and staffing plans. They will ensure that the team is motivated, coached, developed and skilled to meet the performance targets.
**Responsibilities**:
- Build strong client relationships through effective and proactive service along with efficient and accurate handling of requests
- Responsible for overall client experience and will interact with all stakeholder groups to ensure that day to day operations run smoothly and that all new or changing client initiatives are implemented properly.
- Monitor performance targets and service level through the Management Operating System and the Quality Program. Take appropriate actions to maximize resources and meet service standards.
- Responsible for hiring staff and develop team competencies by providing constructive feedback and coaching to team members. Follow HR policies and Performance Management Program to monitor performance and leverage the talent within the team.
- Takes a proactive approach to client issue resolution to understand root cause and prevent future occurrences. Anticipates clients’ needs and participates in identifying solutions to proactively service needs of the client.
- Required to identifying areas for improvements influencing internal and external demand to propose optimal solutions and focus on continuous improvement.
- Ensure that all control accounts are kept current and appropriate action is taken to meet the required service standards.
- Monitor budget expenses closely and maximize uses of resources in order to meet budget target.
- Drive change to support company policy/business goals. Keep the team informed and up-to-date and share relevant information in a timely fashion.
- Monitor activities of the team on a daily basis and interact with employees, promote an open communication.
**Qualifications**:
- University degree with 6-10 years of relevant experience or an equivalent combination of education and experience.
- A professional designations associate with the group retirement services industry(e.g. CEBS, IFIC, CSC) is an asset
- Lean, Six Sigma and other process improvement methodology knowledge is an asset
- Experience leading people and performance
**Preferred Skills**:
- Proven leadership capability with a strong results orientation
- Excellent communications skills (written and oral) including the ability to negotiate and influence
- Strong coaching, and performance management skills
- Outstanding customer service skills
- Ability to influence and manage change
- Strong problem solving, analytical and decision making skills including the ability to build consensus
- Strong organizational skills and ability to prioritize
- Demonstrated initiative and creativity
- Technically oriented, detailed and comfortable with ambiguity
- Experienced in project management
- Extensive knowledge of Groups Retirement Products, Processes, services, investments and related legislation
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 thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
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 req
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