Manager, Disability Solutions and Service Excellence

Sun Life Financial; Edmonton; Hybrid; CAD 80,000 - 128,000; Full time

Job summary

A leading financial services company is seeking a Manager of Disability Solutions and Service Excellence. The role involves leading a team to provide exceptional client service and drive continuous improvement in a hybrid working model. Candidates should have a minimum of 4 years’ experience in managing client-focused teams and possess leadership and communication skills. Bilingualism is advantageous, particularly for candidates outside Quebec. The position offers a competitive salary range and opportunities for growth.

Benefits

Caring and inclusive culture

Collaborative team environment

Flexible work options

Qualifications

• Minimum 4 years experience managing a client-oriented team.
• Experience in group benefits industry or sales/marketing processes.
• Ability to implement sustainable change and challenge the status quo.

Responsibilities

• Lead and develop a high-performing team.
• Optimize processes to enhance client experience.
• Spearhead marketing and sales content development.
• Collaborate with internal partners to solve complex problems.
• Utilize data and technology to evolve service offerings.

Skills

Leadership skills

Client relationship management

Data analytical abilities

Risk evaluation

Communication skills

Bilingual (English and French)

Education

College/University degree

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.

Job Description:

This position can be located in Toronto, Montreal, Waterloo, Calgary, Edmonton or Vancouver.

Reporting to the Director, Disability Solutions and Service Excellence, the Manager of Disability Solutions and Service Excellence will lead a team of Disability Solution and Problem Resolution Consultants. The team will provide exceptional client service, drive for continuous improvement and collaborate with key stakeholders, including Client Advocacy, Business and Market Development teams. Working in a highly dynamic client-focused and agile environment, this team contributes to delivering compelling marketing and sales-related content, helping differentiate Sun Life in the market, and creating a consistent and excellent service experience for our clients when experiencing a problem. As a leader, you bring a strong client-focus background with a passion for sustainable remediation solutions and for continuous improvements, contributing in developing a high performing collaborative team.

What will you do?

• Lead and develop a high-performing team, setting clear expectations and fostering accountability
• Assess and optimize processes to enhance client experience and team productivity
• Spearhead development of marketing and sales content for Group Disability (GD)
• Participate in finalist presentations
• Collaborate with Group Disability leaders and internal partners to solve complex problems
• Contribute innovative, client-centered ideas to drive progress
• Share insights and recommendations across Sun Life departments, leveraging client satisfaction and other data
• Utilize data and technology to evolve service offerings and create new solutions
• Champion a culture of continuous improvement and innovation
• Ensure team compliance with regulatory requirements while maintaining effective relationships with internal and external stakeholders

What do you need to succeed?

• Minimum 4 years experience managing a client-oriented team
• Bilingual in English and French is an asset for candidates outside of Quebec
• Superior leadership skills with ability to create win-win solutions
• Exceptional client relationship and customer focus skills
• Strong data analytical and risk evaluation abilities
• Experience in group benefits industry or sales/marketing processes
• Excellent communication and presentation skills (written and verbal)
• Ability to challenge status quo and implement sustainable change
• Skill in holding others accountable
• College/University degree with 5+ years of relevant experience
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position includes managing both French and English-speaking staff (Quebec and outside Quebec) and providing daily support to the team

Location & travel:

• Travel is required to participate in in-person client finalists/meetings, in addition to some travel to other Sun Life offices that will occasionally be required

Reasons why you should join us under the Sun:

• 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 caring, supportive, and inclusive culture
• A collaborative and interactive team environment
• Working together, sharing common values, and encouraging growth & achievement

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 [e-mail].

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several 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: 80,000/80 000 - 128,000/128 000

Job Category: Customer Service / Operations

Posting End Date: 09/01/2026