Avp, Canadian Document Services

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 Canadian Document Services is accountable for multiple teams who provide a variety of services to Sun Life businesses across Canada.

These services include:
**Operational Services**
- Delivery Management such as mailroom, payments, print and collating services
- Document Capture

**Center of Expertise Services**
- Forms Services
- Business Integration and E-Signature
- Change Management
- Supplier Relationship Management

As the leader of Canadian Document Services, you are accountable to develop and execute a strategy to advance our document delivery transformation journey, design and deliver an industry leading business service experience environment that is proactive, digital, and financially sustainable. To be successful in this role, you develop strong partnerships with business leaders across Sun Life Canada as well as colleagues in Enterprise Services and Corporate office functions.

**What will you do?**

Operational accountabilities:

- Centralization, standardization, and enhancement of internal and external business processes,
- Execute on a transformational mandate to enable and support digitization by capitalizing on current and future platform, services, processes, and resources,
- Provide a high level of direct partner service, via centralized services and advocate for the client / member / user experience,
- Ensure all operational activities have appropriate financial and risk management in place. Ensure monitoring and reporting are consistent with policies.

Center of Expertise accountabilities:

- Foster a climate of client focus and collaboration; develop and maintain key relationships while delivering high quality customer service,
- Monitor partner satisfaction levels, ensuring proactive management of changing business needs and emerging trends,
- Develop plans and strategies to achieve goals aligned to document services objectives, and monitor and report on progress,
- Lead roadmap, releases, and changes to support new solutions, technologies, and business objectives,
- Advocate for digital transformation, adoption of eSignature and straight through processing methodology.

Supplier Relationship Management accountabilities:

- Facilitate the setting and delivering of Vendor strategies, goals and objectives.
- Drive and guide the implementation of new Vendors, ensuring processes are in place for managing vendor that optimizes the service delivery model.
- Ensure compliance with service provider agreements and act as the liaison between the providers, Business Units and other internal stakeholders.
- Support the contract renewal process for all external providers across Operations in partnership with Strategic Sourcing.
- Negotiate and represent Sun Life’s best interests during contract changes and renewals.

People, Capabilities and Culture:

- Implement and operate human resource practices to build and maintain a diverse and inclusive workforce, and effective management team, establishing an environment characterized by high levels of employee engagement, and alignment between compensation and business results
- Ensure leadership development and succession plans are in place to provide leadership continuity
- Lead on development and performance management activities for your team, engaging with your colleagues where needed, and provide input on staffing, performance, and development issues

**What do you need succeed?**
- Proven experience leading in an operational service and/or matrix model with a track record of managing partner satisfaction.
- Demonstrated ability to anticipate client and business requests or potential issues and proactively addressing them.
- Proven experience in understanding document service models to create differentiation by bringing innovative options and solutions to business partners.
- Proven experience in managing and leading Supplier Relationship Management activities.
- Excellent interpersonal, organizational and team building skills.
- Excellent oral and written communication and presentation skills, with a strong attention to detail.
- Excellent collaboration skills and the ability to work in a team environment and across multiple sites and multiple business units.
- 10+ years of experience, which includes previous management experience, or an equivalent combination of education and experience.
- Experience in the financial services industry with an understandi