Senior CSC Administrator

Job Responsibility:

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.

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The Client Solutions Centre (CSC) within Sun Life Financial (SLF) Canada represents one of the fastest growing and most profitable areas in the Canadian operation. With over $10B in assets under management and Insurance sales in excess of $20M annually; the successful candidate would be joining a team who will launch and implement new initiatives and campaigns while continuously improving the processes within the CSC.

The successful candidate will be responsible for supporting the various Rollover campaigns and initiatives that focus on the client experience and Business Development

What will you do?

• Use Excel to filter and assign Leads to our call center staff
• Use systems including, Salesforce, Outlook, Global, Tableau to help with assignment, reporting and provide detailed information
• Assist in executing the campaign strategy for our Rollover block of clients that blends both client experience and business objectives
• Collaborate in the analysis of data to determine which client groups should be contacted, how they will be contacted and for which campaigns
• Assist in reporting and analysis by partnering with analytics and reporting teams to ensure information requirements are clearly articulated and that post-campaign needs are defined
• Create and track leads to ensure that the FSC pipeline is filled with high quality opportunities
• Maintain Admin Console and inclusion lists
• Escalate client complaints including assessment and investigations
• Identify challenges impeding sales and work with the CSC management team to implement solutions
• Support the launch of new initiatives to grow and develop our business capabilities
• Contribute solutions to increase leads
• Work with our BD partners to maintain strong relationship with sponsors
• Recommend business process improvement opportunities that will improve the customer experience
• Reinforce continuous improvement in the CSC by assisting in requirements gathering and planning for CSC projects
• Create and maintain technical documentation for supported systems
• Provide coaching to other team members on tools, techniques and processes

What do you need to succeed?

• Advanced Microsoft PowerPoint, Excel skills, experienced in analytical tools such as SAS and Tableau
• Ability to quickly manipulate data and balance using different datasets for allocation
• Thrives in an environment where there is a need to be able to quickly respond and adapt plans to accommodate new and changing priorities
• Well-developed communication and interpersonal skills (questioning, listening, writing, observing)
• Ability to hold and communicate a vision in a compelling manner
• Skilled in expressing complex concepts in a clear manner
• Ability to develop and maintain strong relationships with co-workers and other internal stakeholders to help achieve the department's strategic plans
• Strong product knowledge of insurance and wealth products; good understanding of the characteristics of the local market.
• Strong sales management and business development skills.
• Flare for creativity, innovation and seeing the bigger picture
• Strong influencing skills with demonstrated ability to be effective and persuasive without direct authority
• Ability to multi-task and prioritize
• Comfortable and adaptable when working in ambiguous situations
• Strong analytical and problem solving skills
• Excellent English written and oral communication skills

What will be nice to have :

• Experience in outbound call centre sales environments
• Experience in the Client Solutions Centre and GRS
• Strong understanding of investment and insurance products
• Undergraduate Business or equivalent university degree or college diploma
• Experienced with SAS, Tableau, GLOBAL, Siebel
• Expertise in excel and other Microsoft Office products

What's in it for you?

• We're proud to be a Best Workplace for Hybrid Work by Great Place to Work® Canada
• Be part of our continuous improvement journey in developing the next greatest digital enterprise experience that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.
• 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.

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 View email address on ca.edajobs.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:

49,000/49 000 - 80,200/80 200

Job Category:

Customer Service / Operations

Posting End Date:

04/06