Director, Client Experience, Defined Benefit

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.

**What will you do?**

The Director, Client Experience, DBS has the following accountabilities:

- Overall accountability for the plan sponsor experience through implementation of all group annuity and longevity contracts, including ownership of the relationship with the client and their consultants. Ensure that we are properly cultivating these relationships and delighting our clients.
- Overall accountability for managing emerging client issues and resolving problems in a timely, accurate and professional manner.
- Foster a culture of delivering exceptional client service, making servicing a differentiator for our Pension Risk Transfer (PRT) business
- Partner and collaborate with an extended team of Sun Life professionals in operations, legal, actuarial, structuring and sales to achieve DBS’ objectives
- Leverage defined benefit pension expertise and client-facing skills to successfully deliver complex client services
- Provide professional expertise and support to the direct report and contribute to the DBS talent pipeline
- Lead the implementation team and act as a mentor, decision-making and training resource to support the team in achieving great results.
- Proactively identify any issues that may affect our members, our clients, or our business, and investigate solutions to solve them.
- Understand the member experience and how new implementations and system set up might impact that experience.
- Drive members’ digital experience ensure desired outcome is achieved.
- Lead continuous improvements efforts, develop robust key performance metrics and monitor them regularly
- Support DBS’ strategic direction and initiatives through active collaboration and communication with other DBS professionals

**What do you need to succeed?**
- 7 or more years of experience working with defined benefit pension plans in an actuarial role.
- Excellent client relationship skills.
- Relevant experience and strong interest in people management.
- Strong organizational and prioritization skills with a proven commitment to quality and meeting deadlines
- Strong problem-solving skills and ability to navigate complex situations
- Ability to collaborate across multiple teams and stakeholders, along with ability to hold partners accountable where necessary to achieve optimal outcomes for our clients
- Strong verbal and written communication skills, being bilingual is an asset (English and French)
- 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 frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

**What's in it for you?**
- Working together, sharing common values, and encouraging growth & achievement
- Flexible Benefits from the day you join to meet the needs of you and your family.
- We are proud to be on the 2024 Best Workplaces in Canada list by Great Place to Work.
- We’re also listed as one of the Best Workplaces for Women and Best Workplaces with Most Trusted Executive Teams.
- Join one of our many Inclusion Networks. These voluntary, employee-led groups are dedicated to creating connection, fostering inclusivity, and building community.
- Charitable giving through our You Give, We Give program lets you give back to your community - and in many cases, we’ll match your contributions.

**#LI-Hybrid**

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

**Salary Range**:
120,000/120 000 - 190,000/190 000

**Job Category**:
Actuarial

**Posting End Date**:
10/11/2024