Avp, Client Digital Channels

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 AVP, Client Digital Channels holds a strategic and execution-focused position responsible for advancing the vision and roadmap for Client and Member Channels within Sun Life Canada. This individual oversees key platforms, including the Public Web (mysunlife.ca), Secure Web Portal, and Mobile App serving members and clients. The AVP is charged with enhancing foundational capabilities and optimizing overall channel effectiveness to align with Sun Life Canada’s digital ambition and strategy.

Additionally, the AVP leads the development of strategies, capability roadmaps, and the target state experience for Client Identity & Access Management and Client APIs. Collaborating closely with stakeholders organization-wide, this role ensures an integrated, omni-channel, and cross-business unit approach to digital capabilities and experiences, prioritizing agility, speed, and productivity across foundational digital client channel squads.

As the primary steward of access and self-service channels for Sun Life Canada Members and Clients, the AVP also manages the day-to-day operations of both public and secure channels. Furthermore, the incumbent will work directly with colleagues in CXO, and across all business units, technology, and operations to support change management, readiness for new capabilities, and the implementation of strategies and programs designed to drive client utilization and maximize impact.

This position reports to the VP, Digital, Journeys & Experience Design

**What will you do**:
**Digital Platform Strategy and Roadmap**
- Develop, manage, and support strategy and roadmaps for digital platforms (Public Web, Secure Member/Client Web, Mobile) in collaboration with stakeholders.
- Develop, manage and support the foundational digital platform enablers for Client Identity & Access Management, and Client APIs to support Member/Client and broader Canada digital platform enablement
- Spearhead and maintain a prioritized backlog of digital initiatives aligned with Sun Life’s digital goals.
- Drive the implementation of the digital platform strategy with an agile delivery mindset focused on increasing velocity and digital delivery maturity
- Define goals, key results and shared outcomes across the digital initiatives, ensuring active analysis and insights of key success indicators; Curates a learn-fast mindset across the digital platform teams
- Monitor and evaluate KPIs for performance of the digital products/platforms
- Continuously monitor digital product performance and leverage emerging technologies to enhance user experience.

**Digital Delivery**
- Partner with business to deliver on roadmap and ensure capabilities and features are delivered on time and per expectation
- Ensure delivery has a roadmap that eventually leads to journey end state as defined by the CX team
- Partner with, and influence business team to ensure adoption and usage of digital platform through smart change management strategies
- Partner with stakeholders and solve immediate issues and manage medium
- and long-term risk in delivery
- Ensure quality delivery, identifying and addressing any issues or risks

**Stakeholder & Relationship Management**
- Influence senior stakeholders to support and drive the digital agenda and engage broader teams across Sun Life with a view to managing change associated with Digital Platform initiatives
- Build strong working relationships with internal stakeholders, and other teams to ensure alignment on priorities and execution of initiatives and best practices
- Regular communication with the stakeholder leadership (business units, operations, technology, etc.) to ensure transparency and alignment on initiatives and soliciting and actioning feedback as required.
- Management of vendor relationships, as required.

**People, Capabilities and Culture**:

- Inspire and lead 5 Directors and a wider team of digital platform experts.
- Suggested wording to use:

- Foster and actively promote a culture of innovation, learning and growth within the team and the broader organization, encouraging new ideas and approaches to digital platform strategy.
- Champion professional development by creating and implementing developmental plans for team members, offering hands-on guidance, and cultivating a learning environment that supports continuous skill enhancement in the rapidly evolving digital landscape.

**What do you need