Team Leader, Account Resolution

4 weeks 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.

Reporting to the Account Resolutions Manager, the **Team Leader** is responsible for the service provided to clients, advisors, back office team members and internal business partners. The team leader will use our management operating system and Brighter Way methodology and tools to ensure they have a keen view of the team’s results and to identify opportunities for improvement. The team leader provides daily coaching to team members to ensure all team members are equipped to provide a magnetic, Client for Life experience with every interaction.

The team leader is responsible for managing a team of 10 to 15 Account Resolution Representatives, who work daily out with our clients, advisors, back office team members and internal business partners on account/contracts rejections until full resolution is achieved

**What will you do**:

- Enables team to achieve and sustain required business results
- Communicates openly and effectively with team and fosters an environment of teamwork
- Fosters a focus on continuous improvement
- Builds and maintains strong relationships with advisors clients, dealer back office, and internal business partners and in doing so, supports the divisional goal of being easy to do business with
- Handle inquiries and escalated concerns from clients, advisors and team members
- Manages Account Resolution Representatives performance on a daily basis by ensuring that employees consistently achieve productivity and quality objectives
- Ensures Account Resolution Representatives have the knowledge, training, experience, tools and technology needed to achieve the expected results
- Leads by mentoring and guiding Account Resolution Representatives to help develop their skills towards their career paths
- Analyzes evaluation results and coaches accordingly
- Identifies and participates in initiatives that create efficiencies and streamline processes
- Actively support and re-instill Sun Life’s 4 pillars - People, Partnership, Passion and Performance while recognizing team members for their efforts
- Focuses on delivering outcomes by analyzing metrics and taking appropriate and timely actions
- Conducts and completes monthly and annual performance reviews with direct reports

**What do you need to succeed**:

- Understands quality customer service and takes necessary actions to ensure team meets every client’s expectations
- Ability to multi-task and prioritize effectively in a fast paced, changing environment
- Effective communication skills, both written and verbal
- Ability to adapt well to different situations and motivate and support others to do the same
- Proven leadership skills with the ability to foster growth and manage performance
- Ability to coach and motivate direct reports to achieve team and individual goals
- Strong team building skills
- For Quebec: Bilingualism (French, English) required
- management of English-speaking employees outside Quebec

**Assets**:

- 3-5 years of prior industry experience
- Previous experience in a Call Centre Operations environment
- Expert knowledge of products and services offered by Sun Life and Sun Life Global Investments
- Previous leadership experience

**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
- Hybrid work environment (in office 2-3 times per month, depending on business needs)
- 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 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.

**Salary Range**:
51,700/51 700 - 83,800/83 800

**Job Category**:
Customer Service / Operations

**Posting End Date**:
21/04/2023

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