Job Description

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. : **temporary 12 month contract

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 Senior Client Problem Resolution Specialist (12-month assignment). Reporting to Director, GRS Operations, the Senior Client Problem Resolution Specialist will leverage their superior problem-solving skills and extensive knowledge of the GRS business to ensure the resolution of our most challenging Client problems and improve the Client experience. This role has seven primary areas of accountability:

• Managing our most challenging Client problem escalations
• Facilitating and documenting problem-solving discussions with stakeholders, including tracking of action items to resolution
• Logging and updating of client problems in the enterprise client problem tracking system
• Performing root cause analysis to identify areas of opportunity to mitigate the risk of recurrence of problems
• Identifying Continuous Improvement ideas (CIs)
• Raising awareness of observations and trends to the Manager
• Coaching a team of Client Problem Resolution Specialists

What you will do:

• Ensure the resolution of our Clients’ problems in a way that meets the highest standard
• Take ownership of problems through to resolution, which will often require investigation, timely follow-up and providing appropriate updates during the process.
• Collaborate with Operations employees/leaders to problem solve situations and to identify solutions, as well as with partners such as Client Advocacy, CCC and Business Development, Risk and Compliance as needed
• Provide coaching and support to Client Problem Resolution Specialists by providing best practice direction and guidelines, contributing to the development of the Specialist knowledge and expertise
• Communicate clearly with Business Development partners to ensure Sun Life responds clearly, completely, and professionally
• Prepare executive summaries as required
• Collaborate to identify root cause of problems and identify trends
• Create and embed Client problem resolution best practices
• Advocate for, and demonstrate a continuous improvement mindset by identifying opportunities and championing proposals for improvement of existing processes, tackling root cause to prevent the problem from ever happening again
• Share learnings and insights with Operations colleagues
• Track, report and analyze Client problems and the emerging themes that we can act on

What you need to succeed:

• College / University degree with 5+ years of relevant experience
• Bilingual English and French an asset
• A professional designation associate with the Group Retirement 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)Advanced proficiency with MS Excel and other MS Office suite products
• Enthusiasm for solving Client problems and delivering on work that directly improves the Client experience
• Excellent partnering skills including strength as a verbal and written communicator and influencer
• Exceptional customer relationship skills
• Analytical capabilities with an ability to manage complexity and creatively solve problems
• Proven problem-solving, root cause analysis and decision-making skills, including the ability to move beyond “how things are done” to understand “why” and make recommendations for resolution and improvements
• Strong understanding of GRS business functions, products and processes, organizational structure and key partners
• Experience in engaging and influencing people in more senior-level roles, and the broader organization
• Strong facilitation skills
• Excellent planning, organizational and time management

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential
• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• A friendly, collaborative and inclusive culture
• An environment of continuous learning and improvement

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results. Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds. Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com. 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: 68,400/68 400 - 111,700/111 700 Job Category: Business Analysis - Process Posting End Date: 20/08/2022