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Director Client Service Channels Best Practice

3 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.

**Are you passionate about delivering an exceptional Client experience and continuously improving? If yes, this may be the opportunity you are looking for**

Reporting to the AVP Client Service Optimization and Advocacy, the Director Client Service Channels Best Practice is accountable for the leadership of enablement teams supporting Client Care Centre (CCC) Operations. This leader will help deliver on the strategy necessary to improve Client service and optimize our operation.

This position is accountable for the performance of a team of 30+ consultants and specialists, covering all lines of business, in Montreal, Waterloo and Manila. The team is organized into 7 pods, each responsible for a specific aspect of the Client Service Channels team’s success. These include designing process solutions for our voice and chat service channels, continuous improvement implementations, supporting on-going enhancements to our technology platform, meeting our KPIs and OKRs, employee engagement, and supporting the voice service channel for the Canadian Dental Care Plan. The unwavering commitment to Client experience and real-time nature of service delivery in a contact centre requires a strong understanding of the impact of change and risk mitigation strategies.

As a member of the CSC leadership team, this position is accountable for participating in the development and execution of the vision, goals, and continuous improvement objectives, delivering on the Canadian Operations priorities: Client-centre service excellence, modernize and optimize operations, and diverse and engaged talent. This role partners with the other CSC Leaders to ensure the effective and efficient operation of the Client Care Centre, balancing and satisfying the expectations of all CCC stakeholders - Employees, Clients, Advisors, and internal business partners.

**What will you do?**
- Maintain a fundamental understanding of our Clients, their needs, behaviours and pain points to inform ongoing refinement of the service vision
- Foster a work culture that values the performance and development of our employees
- Participate in the overall management of the CCC as a member of the CSC Leadership team.
- Track contact centre and external Client service industry developments and projects that introduce improved technologies, processes and practices
- Understand our digital capabilities (web/mobile/chatbot), impacts of those channels to CCC service and influence solutions
- Advocate for the Client experience and Client Care Representative (CCR) experience by representing the CCC as a stakeholder for projects sponsored outside the Client Service Channels team

**What do you need to be successful?**
- A leader informed by data yet understands that nothing gets done without people
- Passionate about delivering an exceptional Client experience and continuously improving
- Call centre experience at the leadership level
- The expertise to coach and support a high-performing team
- Exceptional project and program management execution - clear understanding and insistent on strong change management, communication and deployment plans
- A capable, confident decision-maker, exercising good judgment, while being aware of when to escalate gaps, risks, and roadblocks
- Advanced problem-solving skills with the ability to work cross functionally to resolve issues and drive results
- Ability to effectively operate within a fast pace, complex, dynamic organization
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required **for Quebec only** for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

**What's in it for you?**
- A collaborative and inclusive culture
- An environment of continuous learning and improvement
- Our unique Sabbatical Program gives you the opportunity to take up to 6 weeks off, every five years.
- Anchored to our Purpose, our Sustainability Plan has three pillars which represent the areas where we have the greatest opportunity to drive positive impact in society: increasing financial security, fostering healthier lives, and advancing sustainable investing.
- In 2024, Sun Life ranked among the top 100 most sustainable global corporations by Corporate Knights for the 15th consecutive year, leading Canadian insurers.
- We are p