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Director, Group Retirement Services
2 weeks ago
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.
Are you a client-centric leader passionate about providing an exceptional client service experience and developing a team for the same? Have you successfully worked as a leader in the Retirement industry? Do you thrive on seeing a team develop to their fullest potential, solving complex problems and finding innovative ways to transform processes in a fast-paced dynamic environment?
If this sounds like you, then consider joining the GRS Operations Leadership Team. The GRS Operations area is a critical service delivery area for our Plan Sponsors and Members within Group Retirement Services and plays a critical role in helping our Plan Sponsors provide valuable retirement and savings products and services for their members.
This role requires a broad skillset that includes results oriented leadership skills, superior relationship management, exceptional operational capabilities, demonstrated competence for mobilizing teams to solve problems along with delivering results and previous experience in the Retirement Services industry. You create deep business partnerships with areas that support the team and service delivery.
**Responsibilities**
Reporting to the AVP, Group Retirement Services Operations (GRS Ops), this role is responsible for providing strategic and operational leadership, delivering client service excellence, creating a positive work environment, and driving continuous improvement and innovation for the Client Teams (Defined Contribution and Defined Benefit) within GRS Operations. These teams help our Plan Sponsors (employers) run their retirement programs efficiently by providing support at both the Plan Sponsor Level and Plan Member level for core member services (i.e. enrolments, contributions, withdrawals, annuity plan purchases, death benefits), inquiries, tax support, reporting and regulatory compliance issues. The Director works closely with our Business Development Partners to deliver an exceptional, consistent, cost effective and positive experience for Plan Sponsors, Plan Members, Advisors and Consultants.
**This role will focus on**:
- Executing our service strategy to provide operational and client service excellence
- Continuously improving value for our clients and business partners
- Building an engaged, talented and high performing team,
- Initiating and leading change in a high volume, fast paced, front line client service environment
**What will you do?**
- Overall accountability for leadership of a team of approximately 60 people, across multiple managers and functions
- Lead, coach and develop a talented and knowledgeable team focused on delivering client and business results
- Partner and Collaborate across all GRS Operational Teams/Locations
- Liaise effectively with internal partners (examples: Business Development, IT, PMO, Finance, Legal, Compliance, Data Analytics, Training etc.) to ensure superior, cost effective service delivery
- Continually improve the delivery on key performance targets, meeting and improving on published service standards in a cost effective manner and within budget
- Develop and effectively use the management operating system framework (balanced scorecard, KPIs and dashboards) to manage the business
- Lead change initiatives to ensure adoption and execution of planned changes across teams
- Foster a culture of Continuous Improvement through Sun Life’s Brighter Way/Lean management system to ensure continued value for our clients and improved productivity gains.
- Develop governance for all business processes and transactions to meet regulatory requirements and business objectives
- Act as a first line of defense in identifying and understanding key risks. Working with our partners to implement, document and monitor key controls to manage and mitigate risks; ensure any process changes do not negate or negatively impact the effectiveness of controls
- Contribute to the overall strategy and direction of GRS Operations through active and informed input in discussions
**What do you need to succeed?**
- University degree with approximately 5-10 years of relevant experience
- Understanding of Group Retirement Products and Individual Annuity products, Structured Settlement products, Defined Benefits/Contribution (DB/DC) products and Wealth/Stock Group Plans
- In-depth knowledge and experience within the industry as a successful leader
- Strong leadership skills with the
