Avp, Platform Owner Contact Service Center

1 month ago

Waterloo, 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.

Platform Owner for the **CCC Service Platform** ‘s mission is to deliver exceptional service through caring, easy and confidence-building service experiences for Clients and Advisors through phone and chat channels. This role will partner jointly with Digital Business Technology Services (DBTS), as well as working closely with Advisors, Client Experience Office (CXO) and other Sun Life business units / functions. This role oversees multiple squads to deliver target business capabilities in partnership with corresponding Tech Lead from DBTS.

**What will you do?**
- Execute on the established CCC business platform vision and supporting strategy that will deliver target business outcomes and world-class Advisor experiences.
- Ensure all Journeys and Business Platforms have clearly defined metrics, aligned with executive input and direction, to evaluate success and continuous, measurable improvement
- Continuously delivers Platform work towards achieving business platform OKRs and generate insights to ensure persistent teams are progressing towards OKRs.
- Lead development and ongoing refresh of business platform multi-year roadmap and determine business and technology capabilities required to enable the target state journeys.
- Proactively stay in touch with internal partners to maintain an understanding of new developments in their areas and identify opportunities for collaboration.
- Provide leadership, motivation, guidance and coaching to business platform teams.

**What do you need to succeed?**

Domain Expertise
- Strong knowledge of Call Center and /or insurance space
- Proven track record of implementation experience in the Call Centre technology or financial services technology systems and platforms
- Demonstrate knowledge of technology platforms or ability to learn about technology and digital products
- Experienced in facilitating agile ceremonies, managing a backlog/release plan, tracking team level metrics, removing blockers
- Agile Experience and Scrum Alliance Product Owner certification

Individual Skills
- Energy, enthusiasm, commitment, courage and entrepreneurial excitement, with a desire for ownership
- Ability to inspire teams at all levels, building momentum around a vision
- The capability to develop and articulate reliable plans and link them to functional and business financial plans
- The ability to effectively influence people of all levels, including senior leadership in a fast-moving environment
- Great organizational skills, with excellent planning and time management skills

Mindset & Behaviors
- Possess growth mindset and passion to challenge the status quo, find new solutions and drive out-of-the-box ideas
- Believe in a non-hierarchical culture of collaboration, transparency, safety, and trust
- Empower self and others to fail, learn, and grow
- Encourage an experimental mindset to drive innovation

**Why Sun Life**
- Great Place to Work® Certified in Canada
- Canada Award for Excellence for Mental Health at Work
- Recognition and awards for your everyday efforts and contributions
- A friendly, collaborative, and inclusive culture
- Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives

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**:
125,500/125 500 - 207,100/207 100

**Job Category**:
Project Management - Process

**Posting End Date**:
23/07/2023

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