Senior Client Services Administrator

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

Benefits offered by this job

Flexible benefits

Hybrid work model

Inclusion & wellbeing recognition

Best Workplace Ontario 2025

Job summary

Sun Life Financial is seeking a Senior Administrator to manage day-to-day client inquiries and administer a block of business with precision and speed. You will support Plan Sponsors, Members and Advisors, ensuring timely service and adherence to standards.

Key responsibilities include processing transactions, validating outputs, and escalating issues. The role emphasizes accuracy, collaboration, and continuous learning within a hybrid work model.

Qualifications

• Proficiency in Excel with advanced features.
• Attention to detail and ability to process high-volume transactions.
• Strong communication and teamwork to support clients.

Responsibilities

• Handle day-to-day administration of a block of business within SLAs.
• Analyze and process suspense/ control accounts daily.
• Manage and validate contribution and payroll files with high accuracy.
• Escalate issues to the Client Service Specialist/Manager.
• Identify trends to optimize client efficiencies.

Skills

Excel proficiency

Accuracy

Organization

Multitasking

Team player

Customer service

Communication

Interpersonal skills

Data integrity

AI tools usage

Continuous learning

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.
• 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.

Salary Range: 49,000/49 000 - 77,000/77 000

Job Category: Customer Service / Operations Posting End Date: 22/09/2026

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

Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers