Avp, Individual Wealth Operations

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.

**About the role**:
Reporting to the VP, Wealth Operations, this role is accountable for the overall leadership and direction of the Individual Wealth and Sun Life Global Investments (SLGI) Operations area. This includes retail investor record keeping, and Client/Advisor servicing for Mutual Fund, Segregated Fund, Fixed Wealth (AA/GIC and Payout & Structured Settlements), Accumulation Annuity and Guaranteed Investment products. This leader will support the strategies and objectives of Wealth Operations and SLGI with the purpose of delivering an exceptional Client and Advisor experience. The incumbent will be responsible for initiating, leading, and managing change in a high volume, fast paced, front line client service environment. Responsibilities also include the development and implementation of a strategic roadmap with a focus on sustainable improvements through digitization, automation, process improvement and optimized service delivery.

This position requires considerable experience leading the operations of a Mutual Fund and Segregated Fund (Variable Annuity) business. The incumbent will have in-depth understanding of the Mutual Fund and Segregated Fund industry, including applicable regulatory regimes, industry challenges, trends, and upcoming innovation. The focus is to ensure the delivery of a consistent, high quality and cost-effective client service experience for Clients and Advisors.

**What you will be doing**:

- Overall accountability for leadership of this multifaceted team of approximately 145 individuals across Canada and Asia including client services, vendor management and oversight of an outsourced back office.
- Optimizes cost and service delivery through ongoing reviews of the operating model
- Accountable for contributing to strategic planning and development of the long-term vision for Wealth Operations, ensuring alignment with SLGI and Canadian Operations strategies.
- Responsible for maintaining a best-in-class Advisor and sales experience through provision of high quality operational services.
- Engage with distribution team regularly on joint initiatives, Advisor feedback, operational improvements, issue resolution and client servicing matters
- Serve as the day-to-day contact and escalation point for service vendor relationships
- Responsible for managing internal operational risk and compliance matters, ensuring compliance to all policies, regulatory requirements and contractual agreements.
- Creates and maintains an organization of talented, capable and highly engaged employees empowered to deliver exceptional service to Clients and Advisors, ensuring that their team is equipped to achieve required business results.
- Fosters a work environment that values people and encourages participation, learning, accountability and empowerment.
- Works in a collaborative fashion, building partnerships and communicating frequently and transparently with key internal business partners and stakeholders
- Accountable for sustained delivery on key performance targets within budget; ensuring the processes and quality meets published service standards in a cost effective manner. This includes identification, research and implementation of opportunities to improve service delivery and productivity
- Responsible for the development, implementation and ongoing compliance of effective controls for all business processes and transactions to meet business standards and objectives.

**What you need to succeed**:

- Wealth and mutual fund industry background, including product knowledge, regulatory requirements, process improvement discipline, contract servicing and trends
- A strong operational discipline for delivering superior client service and leveraging technology and AI solutions with a view to continuous improvement
- Experienced in the effective use of operational management systems in the delivery of optimized services including workflow, business process management, key metrics, demand and capacity planning.
- Proven leadership, coaching and mentoring skills with experience managing a diverse team
- Excellent written and verbal communication skills, a positive attitude and proven ability to negotiate and influence others to obtain desired results
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required **for Quebec only** for the frequ