Team Lead, Digital Mail Services

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.

Job Description:

This is a PM Shift with a 10% shift premium. Hours of work are from 3:15pm to 11:15pm

Role Summary:

The team lead in Waterloo is responsible for the development and coaching of team members handling incoming Health and Dental documents, while promoting an effective environment so that service level agreements and quality standards can be attained. The team leader reports to the Manager of Digital Mail Services and will be responsible for the direct management of a team of up to 15 staff members.

What will you do:

• Manage staff performance and workflow daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
• Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
• Provide leadership, coaching, and mentoring to the staff to develop their competencies and position them for success
• Analyze metrics (work volumes, key performance indicators, quality) and take appropriate and timely action to ensure service level agreements for turn-around time
• Build strong relationships with internal clients to understand needs and proactively identify and resolve issues
• Foster a positive, motivating work environment that values the people and encourages participation, creativity, learning and accountability
• Communicate openly with team ensuring messages and initiatives are clearly understood
• Identify and actively participate in initiatives related to opportunities for process improvements
• Participate in budget creation, planning and management with their leader
• Ability to step in to assist in production as needed

What you need to succeed:

• Proven leadership capability, integrity, customer focus and a strong results orientation
• Previous experience leading in a production environment (3-5 years)
• Strong coaching, leading and performance management skills
• Strong team building skills
• Ability to build strong working relationships with others across business and technical communities
• Demonstrated problem solving ability
• Excellent communication and facilitation skills
• Solid decision-making skills and judgment
• Post secondary education or equivalent work experience

Assets:

• Strong understanding of Citrix Kofax Imaging system as well as, program, OPEX scanning machines, FileNet, and Pega
• An understanding of Insurance Business including Group Benefits
• Expert in Microsoft Excel Skills

Unique Requirements:

• The role requires the leader to be in office daily
• This role may require flexibility in working hours
• Overtime may be required as determined by business needs

What's in it for you:

• We're honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work® Canada.
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health.
• We're proud to be recognized as a company with a 2023 Most Trusted Executive team by Great Place to Work® Canada.
• Wellness programs that support the three pillars of your health - mental, physical, and financial
• The opportunity to move along a variety of career paths with amazing networking potential.
• As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office

As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date

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.

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