Senior Client Services Administrator

Sun Life; Southwestern Ontario; Hybrid; CAD 49,000 - 77,000; Full time

Benefits offered by this job

Hybrid work model

Flexible Benefits

Diversity & inclusion

Job summary

Sun Life is seeking a Senior Administrator to handle client inquiries and deliver service excellence for Plan Sponsors, Members and Advisors within the GRS Operations function. You will manage day-to-day admin, ensure timely processing and uphold service levels with accuracy.

Key duties include processing transactions, managing contribution/payroll files, identifying trends, and escalating issues to the Client Service Specialist.

Qualifications

• Proficient in Excel and data handling, including PivotTables and validation.
• Strong customer service and communication abilities in a fast-paced environment.
• Ability to multi-task with high accuracy and organization.

Responsibilities

• Handle day-to-day administration of a block of business within service levels.
• Analyze and process transactions related to control accounts (suspense) daily.
• Manage contribution and payroll files and perform data uploads with high accuracy.
• Demonstrate attention to detail when processing high-volume transactions.
• Verify daily output and correct member accounts as needed.
• Escalate issues and complaints to the Client Service Specialist/Manager.
• Identify trends to optimize client efficiencies and share feedback for process improvements.
• Participate in team huddles and keep colleagues informed with updates.
• Show ownership and initiative in day-to-day tasks.

Skills

Excel Proficiency

Customer Service

Communication Skills

Team Player

Attention to Detail

High Volume Handling

AI Tools Copilot

Adaptability

Tools

GRS Global system

Pega

Microsoft Outlook

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.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description

The Senior Administrator role is to handle client inquiries through direct contact and to provide service excellence to Plan Sponsors, Members and Advisors on the GRS Operations client admin function. You will be required to handle day-to-day administration in a timely manner within service level standards.

What will you do?

• Handle day-to-day administration of a block of business with various products in a timely manner within service level standards
• Analyze and process transactions related to control accounts (suspense) daily to ensure they are current and accurate
• Manage and manipulate contribution files, payroll files, and transaction uploads with a high degree of accuracy.
• Demonstrate attention to detail when processing high-volume transactions and validating results.
• Verify daily output and ensure corrections are completed on member accounts
• Ensure all issues and complaints are escalated to the Client Service Specialist/Manager
• Identify trends and patterns on inquiries/transactions to help optimize client efficiencies
• Share client feedback or other issues with Client Service Specialist to improve processes and the relationship with the client
• Participate actively in team huddles/meetings and keep others informed and up-to-date
• Strong initiative to ownership of work

What do you need to succeed?

• Proficiency in Microsoft Excel, including filtering, sorting, formulas, PivotTables, conditional formatting, and data validation.
• Accuracy and speed
• Superior organization skills and the ability to multi-task
• Ability to deal with high work volumes
• Strong team player
• Outstanding customer service skills
• Excellent communication skills (both verbal and written)
• Excellent interpersonal skills
• Ability to work with Excel spreadsheets while maintaining data integrity and audit requirements.
• Comfortable leveraging AI-enabled tools (e.g., Microsoft Copilot) to improve efficiency, support data analysis, and enhance operational processes while ensuring accuracy and compliance standards are maintained.
• Commitment to continuous learning and adapting to new systems, tools, and digital capabilities.

Assets

• 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
• Must have knowledge of GRS products such as RRSPs, DCPPs, DPSPs, etc.
• Knowledge of the GRS Global system, Pega, Microsoft Outlook

What's in it for you

• The opportunity to move along a variety of career paths with amazing networking potential
• Flexible Benefits from the day you join to meet the needs of you and your family
• We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential
• We’re honoured to be recognized as a 2025 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.

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 [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.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

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 - 77,000/77 000

Job Category

Customer Service / Operations

Posting End Date

22/09/2026