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Operations Manager, Group Benefits Client Care Centre

Financière Sun Life

C'est un Contrat job à Montreal, QC publiée le novembre 21, 2022.

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:

The Client Care Centre (CCC) Operations Manager will provide leadership, direction and decision making for a high volume, fast paced, front line client service environment. They will ensure the delivery of a consistent quality client service experience for Group Benefits members, advisors, sponsors, and providers who contact the Client Care Centre by ensuring the Client Care Representatives are motivated, coached, developed and skilled to meet the performance targets.

The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Manager reports to the CCC site director and will be responsible for the direct management of approximately 4-6 Team Leaders, each with a team of approximately 18 staff. These teams will work in tandem to deliver a consistent client service experience.

What will you do?

  • Ensure our teams embody and apply our core Client service objectives  
  • Take on functional lead for certain tasks/ CCC initiatives across the enterprise as needed
  • Interact directly with external plan members, as required
  • Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
  • Analyze metrics and take action intraday and proactively on emerging issues
  • Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
  • Foster a work environment that values the people and encourages participation, creativity (ex. Idea Share, Continuous Improvement Ideas), learning and accountability
  • Responsible for employee recruitment to meet business objectives
  • Communicate openly with teams to ensure messages and initiatives are understood, adopted, and sustained
  • Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies
  • Partner with other areas to promote understanding and knowledge exchange between business units
  • Identifies, develops & implements opportunities for process and system improvements


What do you need?

  • Bilingualism (French, English) required- interactions with English-speaking customers or partners
  • Client Care Centre (CCC) Leadership experience
  • Solid understanding of Group Benefits
  • Strong leadership skills to drive projects and benefit realization
  • A relentless and demonstrated ability to find client service and efficiency improvement opportunities
  • Ability to coach, train and motivate team to achieve objectives
  • Experience managing to result along with superior time management skills
  • Solid understanding of Canadian Operations organization and key relationships
  • Strong team building, relationship building and influencing skills
  • University degree or 4-6 years of related work experience

Unique Requirements:
Flexibility in Schedule required – (8am to 8pm)

What’s in it for you?

  • We’re honoured to be recognized as a 2022 Best Workplaces in Canada by Great Place to Work® Canada
  • An environment of continuous learning and improvement with a friendly, collaborative and inclusive culture
  • Retirement, stock ownership and savings programs to help you build and enhance your future financial security
  • Wellness programs that support the three pillars of your health – mental, physical and financial
  • Opportunity to give back to the communities in which we live, work, and do business

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 thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible 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:

74,100/74 100 – 120,800/120 800

Job Category:

Customer Service / Operations

Posting End Date: