Team Lead, Service to Sales

1 month 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.

Prospr by Sun Life is an internal startup and a growth channel for Sun Life. It is a hybrid offering - a mix of personal advice supported by a robust technology platform. Prospr by Sun Life offers personal advice from salaried advisors available by phone for extended hours. These advisors are licensed in both insurance and wealth and familiar with financial planning. The platform provides support and assistance across the customer journey - from awareness to consideration to fulfillment to service - across a Client’s life, health, and wealth needs.

**What will you do?**

Performance management
- Coach, manage and lead a team of Insurance and Wealth Associates (IWAs) and Sales Support Administrators (SSAs) to deliver best in class service to Prospr by Sun Life Clients while identifying sales opportunities for Prospr Advisors.
- Manage IWA and SSAs through the following actions:

- Closely monitor team activities, maintain a strong pulse on key performance metrics such as talk time, inbound and outbound call volume.
- Lead team huddles, providing day-to-day direction to the team.
- Work force planning and scheduling to suit daily call volumes.
- 1:1 coaching and performance management.
- Proactively identify knowledge requirements and process improvements for the team.
- Ensure, as applicable, IWAs and SSAs maintain their understanding of relevant life, health, and wealth products, in addition to marketplace trends.
- Oversee campaign delivery, ensuring that set-up and ongoing maintenance activities are followed.
- Resource with team members to identify focus areas for daily operations.
- Identify and triage inquiries or escalations to Resolution Case Manager.

Operational Improvement
- Oversee the day-to-day service to sales function alongside Prospr Sales Managers, ensuring an optimal Client experience and achievement of business results.
- Identify strengths/gaps to develop team capability and skills.
- Look for opportunities and help implement improvements to strengthen our operational processes (automation, controls, processes, etc.).
- Relentless focus on data and insights for the team - collaborate with Analytics team, drive to close data gaps, analyze results, provide feedback, and recommend improvements to leadership.

**What do you need to succeed?**
- Sun Life Individual Insurance and Investment product knowledge
- Strong coaching and performance management skills within a licensed Contact Centre environment.
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required **for Quebec only** as the position includes managing both French and English-speaking staff (Quebec and outside Quebec) and providing daily support to the team.
- Excellent interpersonal skills and proven ability to collaborate across all levels.
- Strong decision making, analytical, organizational, and presentation skills.
- Excellent communication skills, both written and verbal.

**What's in it for you?**
- The ability to be part of a new and evolving Prospr by Sun Life Team - you will be contributing to shaping the future of the business
- The chance to work in a positive, dynamic, and collaborative work environment where you are encouraged to share your ideas and be heard.
- A competitive salary and annual incentive plan
- A comprehensive benefits package including:

- Medical, dental, life, and disability insurance,
- employee matched pension plan,
- stock purchase plan.
- Be a member of a team committed to continuous improvement as well as personal growth and career development.

**Additional Requirements**
- Travel may be required

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**:
23/08/2023

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