Manager, Dealer Complex Investigations and

6 days 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 Director, Dealer Operations, the Manager Dealer Complex Investigation and Resolutions is responsible for the performance of a team of specialists who investigate and resolve client and advisor escalations resulting from errors or misinformation received in the processing of Mutual Fund and Segregated Fund transactions. The leader will support the strategies and objectives of the dealer to help deliver an exceptional client and advisor experience. Coaching, career development and process improvements across the dealer operations teams are key objects of this role.

**What will you do?**
- Lead, coach, and train teams to deliver business results_
- Provide regular performance coaching, feedback, and development to support a team of high performing specialists
- Engage employees individually and as a team through regular zoom meetings and meaningful in person interactions
- Keep the team up to date with the knowledge, training, experience and tools needed to achieve strong business results
- Deliver business results by working across boundaries, enabling, employees to build strong client and advisor relationships
- Achieve leadership excellence by gaining self-insight and holding themself accountable for the team's contribution to Sun Life’s overall success
- Own operational process to deliver business results_
- Directly manage complex escalated issues with support from the team
- Use data to actively review and improve process, workflows and team structures
- Accountable to support initiatives that drive improvements to the dealer organization
- Accountable for documenting key processes for the team and partner with various other areas of to promote understanding and knowledge exchange between business units
- Act as a change management champion for the team and for the advisor community
- Support team members across dealer operations with questions related to processes and complex case handling
- Team Management_
- Through a strong management operating system, drive the team to meet speed and quality service level targets
- Monitor and manage daily workflow through reports and regular interaction with Team Leaders
- Communicate openly with the team ensuring messages and initiatives are clearly understood
- Management Scope_
- Leads team senior individuals located in Waterloo, Toronto and Montreal
- Member of the Dealer leadership team; 3 managers in Canada, 1 in India reporting to the Director of Dealer Operations
- Metrics_
- Productivity, quality audits, engagement, error rates
- Reduce errors by identifying trends across all operational teams and external partners
- Partnerships_
- Operational teams within Dealer Operations
- The Sun Life Financial Distribution network of advisors and assistants
- Any other internal departments across the organization

**What do you need to succeed?**
- Very strong coaching, performance management and team building skills
- Very strong negotiation skills with a frim ability to manage escalations
- Strong client relationship skills and a client centric mindset
- Strong ability to defuse escalated situations, recommending alternative approaches that lead to a win-win resolution
- Relentless and demonstrated ability to find client service and efficiency opportunities
- Problem solving, analytical and decision-making skills including the ability to build consensus
- Proficiency with data analysis to identify insights and trends
- Experience managing to results, along with superior time management skills
- Ability to influence change and build relationships
- Excellent communication skills (written and oral) including the ability to influence and negotiate
- Ability to work or manage in a matrix environment, to interact with all levels of the organization
- Committed to ongoing personal and professional development
- Bilingualism (French, English) required for Quebec only
- interactions with English-speaking customers or partners
- University degree or 4-6 years of related work experience
- 4-6 years of work experience within the mutual fund industry
- 2-3 years’ experience in a leadership role
- Flexibility in schedule required (8am to 8pm)
- CSC or IFIC a strong asset

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 p

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