Avp, Client Care Center Operations

7 months ago

Montréal, 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.

With roots tracing back to 1865 in Canada, Sun Life Financial has grown to become an established and trusted name in insurance and financial services, with offices and operations in key markets around the world. We recognize that our growth, success and reputation for excellence are due in large measure to our talented and dedicated employees.

The Client Care Centre (CCC) is the main touch point for customers and advisors for the 3 major lines of business (GRS, GB and IND) and has a unique and pivotal role in the success of SLF Canada given the organization's key accountability to deliver the customer and advisor experience to millions of Canadians each year.

This position will be located in Montreal and the AVP, Client Care Centre in Canadian Operations, (CCC) is accountable for the total service experience delivered by CCC representatives to the customer and advisors of Group Benefits (GB), Group Retirement Services (GRS) and Individual Insurance and Investments. The incumbent will work in partnership with the other CCC AVP and Directors located across all our sites. The CCC's service delivery is provided with a hybrid workstyle model (3days/week) and supported by the use of common practices and consistent processes across all sites. The real-time nature of service delivery requires consistent practices and strong execution of the management operating system, both of which are essential components of the highly-structured and fast paced work environment. The Operations Team is supported by key teams within Canadian Operations. Ensuring the development and maintenance of strong partnerships and collaboration with these teams by all CCC Operations leaders is a key accountability.

**What will you do?**
- Own, develop and deploy business plans to ensure the daily delivery of a consistent, quality service experience across the CCC Operations enterprise (at each of the 3 sites), in line with identified best practices and through the full execution of the CCC management operating system (MOS)
- Accountable for the overall performance and management of the CCC as a member of the Client Service Channels Leadership team and the development of the CCC strategy with a focus on providing an exceptional customer and employee experience.
- Drive the overall business transformation for CCC Operations, champion a culture of continuous improvement and innovation within the CCC that delivers on our client experience vision pillars (care, ease and confidence) and in alignment with the Canadian Operations strategy.
- Ensure quality execution and full adoption of initiatives implemented in CCC operations and ensure that all change is sustained
- Lead, support adn develop direct reports in executing service delivery through their respective organizations by providing direction, setting clear expectations, providing supports and holding individuals accountable for results.
- Foster a work culture that values people and their initiative, creativity, learning, accountability and performance
- Driving efficiencies resulting in optimal performance
- Track call centre and customer service industry developments and sponsor projects for new technologies, processes and practices
- Develop and maintain effective working relationships with internal and external customers and within the contact centre industry

**What do you need to Succeed?**
- University degree, preferably with emphasis in a relevant discipline; possibly a certification/diploma
- 8-10 years work experience; expert level of knowledge of the contact centre business environment including operational practices, processes, technologies and financial management
- Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide
- Proven leader with superior people management and change management capabilities
- Proven ability to manage the performance of others to deliver results
- Ability to build, coach and support a high performing team, create a positive team environment and work closely with other leaders and colleagues regardless of position or level within and external to the organization
- Superior collaborative working abilities
- Proven ability to set direction, create strategies and business plans and execute the plans/strategies
- A highly accomplished business

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