Director, Client Experience, Defined Benefit Solutions

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:

Sun Life's Defined Benefit Solutions (DBS) business develops and implements innovative de-risking solutions for defined benefit pension plans with a strong commitment around our client service. To support this growing business, Sun Life is seeking a Director, Client Experience. In this exciting new role, the successful candidate will be responsible for growing business relationships with existing clients, support the integration and onboarding of our new business, and develop a strategy to continuously improve our client experience. This role collaborates with and leverage the skills of an extended team of Sun Life professionals to achieve DBS' objectives. The role reports to the AVP, Client Experience & Strategic Initiatives and will manage a team of 7 motivated individuals.

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?

The successful candidate must meet the following requirements:

• 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

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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