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Member Experience Consultant

4 months ago

Toronto, 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.

The role of the Member Experience Consultant is to develop and deliver highly effective member education and communication services and solutions to employees of existing and potential Group Retirement Service's (GRS) customers using a variety of tool and materials.

A key focus of the role is to contribute to corporate goals and objectives by increasing GRS assets under administration through member interactions with a focus on member asset consolidation, increased contributions, increased participation and asset retention.

As an advocate for the plan member experience the role represents the member experience throughout the sales process including responses to RFPs, strategic positioning recommendations, as well as finalist presentations to ensure that our member offering is positioned as a key differentiator in the marketplace.

The role is responsible for ensuring the effective and efficient implementation of our plan member experience commitments to plan sponsors at the time of plan implementation and on an on-going basis in order to support and ensure plan sponsor retention.

Contributes to improving our Client and Member Loyalty and support the Client Relationship Executive in ensuring the ongoing satisfaction of our plan sponsors and members.

In partnership with our internal partners (Client Relationship Executives, Regional Directors of Business Development, Marketing Communications, Customer Care Centre, Client Solutions, Work Place Solutions, and our Client Service Administration Teams) the role is pivotal to maintaining strong advisor/consultant and plan sponsor (client) relationships all focused on delivering exceptional member experiences.

Responsible for promoting plan sponsor’s retirement programs to members and getting them to understand and appreciate the value of the program by driving members to action and creating clients for life.

**What will you do ?**
- Conduct data analysis of member's activities and behaviour, identify gaps and opportunities and make recommendations.
- Leveraging data analytics and KYC, develop and implement education and communications solutions that target plan members' specific needs and plan sponsors goals and objectives while leveraging project management methodologies.
- Evaluate and measure the success of targeted initiatives including recommendation for future actions.
- Develop work back schedules and ensure key milestones and target dates are well-documented and shared as appropriate and manage commitments and deliverables across all channels / partner programs.
- Develop strong business relationships with clients and create / maintain their portfolio (KYC) along with tracking and measurement of achievements and learnings.
- Collaborate and partner with internal partners (i.e. Marketing, Client Relationship Executives and Administration Teams) on the development and execution of initiatives.
- Participate in finalist presentations and other marketing opportunities by representing the member experience.
- Contribute to the future direction and development of member solutions/services through new innovative solutions to maintain our competitive position in the marketplace.

**What you need to succeed?**
- Knowledge and previous experience working in the Group Retirement Services industry, Financial Services or investment related work experience - preference to group retirement services
- Group Annuity Plans Advisor license; Financial Security Advisor license; and/or Completion of IFIC (Investment Funds Institute of Canada), CSC (Canadian Securities Course) or Certified Financial Planner (CFP) designation)
- University degree (or equivalent work experience), preferably with emphasis in a relevant discipline - (finance, business administration)
- Minimum 5-7 years work experience
- Strong Project Management experience

**Preferred skills**:

- Extensive group retirement and savings product knowledge and expertise (including provincial/federal legislation, taxation, privacy requirements, accumulation products (RRSP, DCPP, TFSA, DPSP, Non-Registered plans (including Stock Plans) and retirement products (RRIF, LIF, Annuities, etc.)
- Strong knowledge of investment concepts and vehicles (lifestyle, lifecycle, target risk, target date, alternative investments options.
- Highly motivated, independent self-starter with strong business acumen and negotiation skills.
- Proven projec