Manager, Grs Ops Resolution

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 Group Retirement Savings Operations team (GRS Ops) is building a new team focused on Client problem resolution.

Within GRS Operations, the GRS Ops Resolution team is responsible for handling GRS Client escalations across Operations. This team supports GRS Operations in bringing service excellence to our internal partners as well as to our sponsors, advisors, and consultants. The GRS Ops Resolution team currently has an opening for a Manager, GRS Ops Resolution.

Reporting to the Director, GRS Operations, the Manager, GRS Ops Resolution will lead a high-performance team of Client Problem Resolution Specialists who provide exceptional customer service, drive for continuous improvement, and collaborate with key stakeholders, including Business Development. Working in a highly dynamic customer-focused and agile environment, this team contributes to innovating our service offering and in creating a consistent and excellent experience for our clients when they are experiencing a problem.

As a leader, you bring a strong client-focus background with a passion for sustainable remediation solutions and for continuous improvement, contributing to developing a high performing collaborative team.

The Manager, GRS Ops Resolution has 3 direct reports of Client Problem Resolution Specialists, all band 5 positions.

**What you will do**:

- Lead and support the team in offering a high-quality service of excellence by providing direction, setting clear expectations, coaching, motivating, recognition, and holding individuals accountable for results
- Develop the team’s competencies to fully utilize team member strengths and talents
- Work on complex situations with Client Relationship Executives, Client Service Managers, and other internal partners
- Champion a culture of continuous improvement and innovation by encouraging client-centred ideas, facilitating, and contributing to team brainstorming
- Leverage data and technology to uncover new opportunities to improve, to create new solutions and to innovate and evolve our service offering
- Hire and onboard new employees, manage performance, compensation, and engagement of the team
- Champion decisions of the team, seek out and incorporate diverse perspectives
- Support overall change agenda for GRS Operations ensuring all change is sustainable and client-focused
- Participate in and/or lead projects involving new technologies, processes, and practices
- Develop and maintain effective working relationships with internal and external customers, distribution partners and colleagues. This role will regularly interact with leaders at various levels of the organization (managers, directors, AVPs)

**What you need to succeed**:

- Minimum of 4 years experience managing a client-oriented team
- Experience in the Group Retirement Savings industry
- French and English bilingualism is an asset
- University degree is an asset
- A professional designation associate with the Group Retirement Services services industry (e.g. RPA) is an asset
- Experience in problem solving and root cause analysis techniques is an asset (ie. Lean Six Sigma; PDCA; Design Thinking; The 5 Whys; Issue Trees)
- Exceptional customer focus skills with the ability to see the impact of decisions and actions on both the plan sponsor and member and shape direction accordingly
- Superior leadership skills, ability to create win/win solutions with business partners and facilitate cross-departmental teamwork that meets the needs of the business strategy
- Strong problem-solving skills
- Strong data analytical skills
- Proven track record of evaluating advantages & disadvantages when making recommendations and decisions
- Strong communication skills (written and verbal)
- Ability to create change by challenging the status quo
- Ability to develop plans and implement sustainable change
- Ability to hold others accountable

Location & travel:

- This position is in Montreal, Waterloo or Toronto
- Some travel to other Sun Life offices may be required

**What's in it for you?**
- 20 days vacation per year
- Flexible Benefits from the day you join to meet the needs of you and your family
- Pension, stock and savings programs to help build and enhance your future financial security
- Fitness and wellness programs that help you balance work and life and enjoy a healthier lifestyle
- Recognition and awards for your everyday efforts and contr