Job Description:The National Manager, Client Relationship Centre plays a key role in shaping the future success of Business Development under the overall Business Development umbrella. This role is responsible for the delivery of plan sponsor services, across our portfolio of GRS clients within the Client Relationship Centre, in line with the established service model for each GRS client segment as defined by the GRS Business Development Leadership Team.
What will you do? - Responsible for leading a team of Client Relationship Centre Representatives who provide client facing relationship support to our Responsive and Conserve segment
- Establishing and monitoring annual individual and team objectives - includes and is not limited to - quality standards, adherence to turnaround times, speed of answer and implementation of one best way in the deliver of services to our internal and external partners.
- Ensure the daily delivery of a consistent, quality service experience virtually (at each of our regional locations (Montreal, Toronto, Waterloo, Calgary and Vancouver), is in line with identified best practices and through the full execution of the Business Development model.
- Participate the optimization of the Client Relationship Centre - service delivery model with a focus on providing an exceptional client and employee experience.
- Support overall change management and champion a culture of continuous improvement and innovation within the Client Relationship Centre team which delivers on the expectations of our clients (both internal and external).
- Ensure quality execution and full adoption of all change initiatives and ensure that change and quality are sustainable
- Lead and support direct reports in executing service delivery (including plan sponsor requests, plan design changes, and problem resolutions, etc.) by providing direction, setting clear expectations, providing supports and holding individuals accountable for results.
- Develop the team's competencies to fully utilize individual team member's strengths and talents
- Track, report and monitor team metrics to ensure efficient and accurate execution of client requests are achieved.
What do you need to succeed? - University degree (or equivalent work experience), preferably with emphasis in a relevant discipline - (finance, business administration)
- Minimum 8-10 years work experience with knowledge of the financial services industry - specifically, the group retirement services.
- Strong knowledge of Compliance and Legislation in the group retirement industry
- Management experience
- Ability to build, coach and support a high performing team, create a positive team environment
- Strong client relationship management (external and internal partners) skills
- Focused on delivering an exceptional 'customer experience' and continuously focusing on enhancements and improvements
- Strong knowledge of operational practices, processes, technologies and financial management
- Strong negotiating and influencing skills
- Strong organizational and time management skills
- Excellent oral and written communication, facilitation and presentation skills
- 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.
Unique requirement- Ability to travel to our regional operations (Montreal, Toronto, Waterloo, Calgary and Vancouver)
Assets- RPA or CEBS Designation
- IFIC or CSC Designation
- A Group annuity plans advisor license with the Autorité des marchés financiers (AMF)
What9;s in it for you?- 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
- Ongoing learning, training, and coaching as you grow your career
- A friendly, collaborative, and interactive team environment
- We are honoured to be recognized as a 2025 Best Places in Canada by Great Place to Work Canada
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 - Client Relationship Management
Posting End Date:30/08/2026
