Director, Hub Owner

8 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.

**Sun Life Retail Advice & Solutions (RA&S)** is one of the leading financial institutions in Canada that offers Canadians holistic advice and innovative solutions including insurance, wealth and health through a team of digitally-enabled and insights-driven human advisors. We are on an exciting journey to create exceptional digital experiences that delight retail Clients while integrating engagement with human advisors.

Reporting into the AVP, Advisor Digital Journey, the Director, Hub Owner will develop and execute on the strategy to create capabilities that will provide ease and convenience to Advisors, making it easier for them to do business with Clients, increase productivity and grow.

The Director will jointly lead delivery teams with Journey Tech Lead from Digital Business Technology & Services (DBTS) and work with cross functional partners in the business and operations. You have a passion for Client centricity while possessing strong business acumen to deliver value and outcomes. You will manage priorities to deliver on the features that are core to our business and align with the overall strategy of the RA&S business. You are a leader who constantly strives to innovate by being both Client and data obsessed to create the best possible experience.

**What will you do?**

**_ Journey experience vision and strategy_**:

- Develop a clear and compelling journey experience vision aligned to RA&S business strategy and outcomes
- Lead the development and delivery of roadmaps that are aligned to user target journey
- Be accountable for Advisor journey objectives and key results (OKRs)

**_ Digital experience and capability development_**:

- Together with Journey Tech Lead, lead agile squads to build and deploy compelling Advisor facing features and capabilities
- Continuously monitor and measure end-user behaviours and usage of digital capabilities to inform ongoing refinement of Client journey roadmap and feature pipeline
- Leverage competitive intelligence and integrate usability studies and research into product requirements to enhance user satisfaction
- Maximize the value produced by agile team by ensuring the digital capability or experience meet the user’s needs and aligned with product vision

**_ Planning and execution_**:

- Work with business stakeholders to translate vision into a strategic yet pragmatic roadmap that feeds into a continuously prioritized backlog(s)
- Drive problem solving of complex issues through in-depth research, identifying options and evaluating against strategic and execution criteria to recommend a proposed approach
- Review QA test plans to align with acceptance criteria, facilitate testing and review of early builds for adherence to functional requirements
- Partner with Change Management team to develop and execute on adoption strategy to drive Client usage and advisor enablement of digital tools and capabilities
- Proactively identify potential issues and risks to ensure goals are achieved
- Support development of business governance deliverables (e.g. business case, risk assessments)
- Ensure product addresses applicable legal, compliance regulatory and internal policy requirements

**_ Stakeholder management_**:

- Identify areas of the business affected by capability delivery and determine appropriate approach to engage with relevant stakeholders
- Escalate and keep stakeholders informed of key issues, risks and interdependencies
- Collaborate with key partners including advisors, field management, DBTS, CXO and other business units and functions (e.g. legal, compliance, risk)
- Build and manage relationships with key partners, including effectively engaging executives

**_ Communication and relationship management_**:

- Effectively communicate and influence with key insights, ideas and strategies, to an executive level audience in a clear, compelling and concise manner
- Proactively stay in touch with internal partners to maintain an understanding of new developments in their areas and identify opportunities for collaboration
- Tailor both written and verbal communication based on audience and situation to maximize buy-in and establish productive working relationships

**_ Team management_**:

- Provide leadership, motivation and guidance to Product Owners and squads
- Partner with coach and support them to effectively coach the squad to continuously improve
- Actively promot

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