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.

Operating as part of the U.S. Group Benefits Leadership Team, the Vice President of Client Services will work closely with the Group Benefits business unit leaders to establish strategic direction of Client Services and ensure the successful implementation of key business priorities for Group Benefits.  Reporting to the SVP, President, Group Benefits, this role has direct leadership of Client Operations (implementations, policy administration and contracts, digital services), Financial Operations (premium, billing and eligibility, conversions, bonus compensation, broker services), Operational Learning & Performance (learning & development, quality & controls), Client Success (value analytics, client adoption and client experience) and Digital Strategy (digital client experience, business architecture).  In addition, this role collaborates across all functional areas to consistently deliver beyond client expectations.  This leader will also direct and implement programs that are critical to the success of Sun Life’s digital client journey ambition by building leading digital connectivity solutions, client implementation and policy administration experiences that turn the digital onboarding and ongoing servicing experience into a competitive advantage for Sun Life.

Key Responsibilities

• Build and deliver industry leading service, problem resolution and technology capabilities to Sun Life’s Group Benefit brokers, employers and members.
• Deliver industry leading digital client experiences by attracting, developing and retaining top talent and building scalable client focused digital solutions.
• Lead the development and execution of short and long-term operating plans in support of the strategic objectives of the businesses supported by the Client Services function.
• Working closely with the Group Benefits leadership team, create an industry leading broker and client experience by implementing ways to make Sun Life easier to do business with.
• Solve problems quickly and permanently, implementing changes to improve scalability and flexibility of service delivery.
• Build a high-performance culture by attracting, retaining, and developing a diversified pool of top talent at every level in the organization, to build internal bench strength for succession and retention purposes.
• Meet and exceed our NPS and client Index targets.  Research, implement, and continuously improve the client experience offered by Sun Life, as part of an integrated value proposition measured by the Net Promoter Score, industry benchmarking, and revenue growth.
• Act with a digital mindset.  Direct and implement IT initiatives to maximize our investments in technology. Establish and lead change management programs to drive adoption of technology changes.  
• Accountable for the management of the Group Benefits Client Services budget including establishing budgets with Finance, liaising with business stakeholders to agree on priorities and oversight of annual spend. Implement new and progressive solutions to bring more efficiency and improved service delivery to the organization. 
• Proactively maintain up-to-date knowledge of financial regulations and compliance requirements for our industry to establish a controls framework that reflects Sun Life’s commitment to the highest standards of business ethics and safeguards the lifetime financial interests of the company and our clients.  Serve as the primary point of contact for regulatory and internal operations audits; oversee the coordination of necessary documentation, leading review meetings and completion of any remedial actions as necessary.
• As a member of the Group Benefits leadership team; proactively support, demonstrate and promote the Sun Life cultural attributes, operating with the highest standards of business ethics to protect the Sun Life brand in the marketplace and our commitment to Corporate Social Responsibility in every location where we operate.

Qualifications

• 10+ years related experience that may include roles with progressively increasing responsibility in operations in the employee benefits industry.
• Demonstrated ability to work effectively and collaborate closely in a complex, matrixed environment to coordinate activities of the company and to achieve enterprise goals.
• Proven experience developing and executing business strategy and development.  Strong market orientation, with a data driven approach. 
• Experience as a transformational leader affecting change to support the vision of the organization. Demonstrated ability to lead and manage teams and resources; effectively establishes and communicates direction and goals; holds people accountable for delivering results.
• Recognized as a thought leader who positively and professionally represents the organization.
• Excellent communication and collaboration skills, with a record of inspiring people into action and aligning the organization.
• Demonstrated ability to operate with integrity and build trust through values and consistent action.
• Demonstrated ability to build and maintain a network of relationships with diverse individuals and organizations.
• Demonstrated ability to present and adapt style to audiences of all levels, communicating direction, vision, and strategy to engage team, peers and executives. Must be able to successfully drive change and influence behavior.
• Familiarity with business digital transformation and how to align to key business objectives to drive strategy.
• Excellent problem-solving skills, ability to effectively weigh competing options and make tough, timely decisions with an owner’s mindset.
• Detail-oriented, numbers/metrics focused, experience in developing and reporting on key metrics, SLAs and OKRs.
• Effectively leverages consumer market insights to identify industry trends and develop strategies to drive growth in a complex business.

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email [email protected] to request an accommodation.

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.

General Management

11/01/2025

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.