Job Description:

Role summary

Prospr by Sun Life is a growth channel for Sun Life, offering personal advice from salaried advisors available by phone for extended hours. The Manager, Service to Sales leads the Service to Sales team, including Insurance and Wealth Associates (IWAs) and Sales Support Administrators (SSAs). As the manager, this role is accountable for translating Prospr priorities into clear team objectives, building a high-performing and inclusive team, and delivering a client experience that supports service excellence and sales opportunity identification.

The Manager will coach and manage day-to-day performance, strengthen operational discipline, use data and insights to improve outcomes, and partner with Sales Managers, Analytics, Operations and other stakeholders to remove barriers, improve processes and support sustainable business results.

What will you do?

People leadership and performance management

• Lead, coach and develop a team of IWAs and SSAs to deliver best-in-class service while identifying appropriate sales opportunities for Prospr Advisors.
• Set clear expectations, reinforce accountability, and provide timely, direct and actionable feedback through regular 1:1s, team huddles and performance conversations.
• Build and monitor development plans that support role proficiency, career growth and readiness for evolving Prospr capabilities.
• Create an inclusive team environment where different perspectives are encouraged, barriers are surfaced, and employees are supported through change.
• Manage performance issues proactively and fairly, partnering with HR and leadership as required.

Client engagement and service-to-sales execution

• Strengthen the team's ability to understand client needs, resolve inquiries, and identify relevant opportunities across life, health and wealth solutions.
• Ensure the team has the product, process and marketplace knowledge required to support the client journey from application through claim or post-sale service.
• Oversee campaign delivery and follow-through, ensuring set-up, maintenance and client outreach activities are executed consistently.
• Promote a client-first mindset and fair treatment of clients through coaching, quality review and issue resolution.

Operational leadership and continuous improvement

• Monitor core performance indicators such as talk time, inbound and outbound call volume, service levels, pending applications, approval rates and other operational measures.
• Lead daily workforce planning and scheduling decisions to align staffing coverage with call volumes and business needs.
• Identify process gaps, control needs, automation opportunities and knowledge requirements that improve productivity, quality and client outcomes.
• Triage client inquiries or escalations to the appropriate resolution channel and ensure follow-up is clear, timely and well documented.
• Partner with Analytics and business stakeholders to close data gaps, interpret trends, recommend improvements and share insights with leadership.
• Support the implementation of new capabilities, overseeing the development of business requirements and change management initiatives to support smooth adoption within the team.

Strategic alignment and stakeholder partnership

• Translate Prospr strategy into practical team priorities, operating routines and measurable outcomes.
• Work alongside Prospr Sales Managers and cross-functional partners to align service, sales and operational execution.
• Support change by communicating the "why," clarifying impacts for the team, and refocusing objectives and routines when priorities shift.
• Contribute to leadership discussions with clear insights, recommended actions and a balanced view of client, employee, risk and business impacts.

What do you need to succeed?

• Proven people leadership experience in a licensed contact centre, service, sales support or financial services environment.
• Strong coaching, performance management and employee development capability, including experience setting goals, monitoring performance and giving actionable feedback.
• Sound knowledge of Sun Life Individual Insurance and Investment products, with the ability to support service-to-sales conversations and client-focused outcomes.
• Strong operational judgment, analytical ability and comfort using data to identify trends, root causes and improvement opportunities.
• Excellent communication, facilitation and stakeholder management skills, with the ability to keep discussions focused, constructive and action-oriented.
• Strong planning and prioritization skills, including workforce planning, scheduling and operating discipline in a fast-paced environment.
• Knowledge of Salesforce.com or a comparable Client Relationship Management platform.
• 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 will be nice to have:

• Experience leading teams through change, process redesign, automation or control improvements.
• Experience in insurance, wealth, client service, advisor support or sales enablement operations.
• Comfort preparing concise reporting, insights and recommendations for senior leaders.

Additional requirements

• Travel may be required.
• This role may require flexibility to support extended-hours service operations.

What's in it for you

• The opportunity to help shape the future of Prospr by Sun Life and contribute directly to a new and evolving growth channel.
• A visible people leadership role with meaningful impact on client experience, service discipline, employee engagement and business outcomes.
• A positive, dynamic and collaborative work environment where ideas, continuous improvement and career development are encouraged.
• A competitive salary, annual incentive plan (AIP), comprehensive benefits, employee-matched pension plan and stock purchase plan.

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.

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.

Salary Range:
80,000/80 000 - 128,000/128 000

Job Category:
Sales - Distribution Support

Posting End Date:
03/09/2026