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 Solutions Centre (CSC) within Sun Life Canada represents one of the fastest growing and most profitable areas in the Canadian operation. With over $10B in assets under management and Insurance sales in excess of $20M annually; the successful candidate would be joining a team who will launch and implement new initiatives while continuously improving the processes within the CSC.

The successful incumbent will be a key contributor to the ongoing success of the CSC. The incumbent will partner closely with Sales leaders and internal business partners’ subject matter experts (SME) to drive forward process changes, deliver training both in person/virtually and develop solutions in an evolving business environment. Success in the role involves managing competing priorities, conducting/participating in project working meetings, providing recommendations for continuous improvement of business processes/tools, all whilst maintaining a Client First mentality.

Are you a proven leader, a great team player and have a strong focus to client experience? Do you have strong verbal and written communications skills and also a passion for learning? The Knowledge Specialist role, provides a challenging opportunity to enhance those skills as well as help shape the future of the CSC.

What will you do?

• Act as the primary business process Subject Matter Expert (SME) to ensure successful launches of new products, processes and/or system enhancements to the CSC. Work with project teams and the sales managers to represent the CSC's interests by assessing and providing recommendations related to every item that will impact the teams you support such as: sacripting, compliance, quality assurance, systems, tools, marketing, training and procedure notes.
• Develop and maintain the CSC's procedure notes to ensure a foundation for a consistent and quality client experience. Recognize and quickly report any process gaps in order to support an environment of continuous improvement in the CSC.
• Maintain and update all CSC Knowledge tools, including the CSC's SharePoint document repository, Salesforce CRM, Pega KM (Athena) and any other knowledge transfer methods or mediums that are introduced.
• Support the CSC's Training and Development program by creating, validating, and delivering content, with strong in-class and post-classroom support for new hires and developing and delivering refresher training to support new and ongoing initiatives.
• Support the CSC's Quality Assurance program by reviewing feedback from the Quality Development (QD) team and developing solutions in conjunction with QD, CSC Initiatives and operations to fill any gaps that are identified in the program.
• Support initiatives driven by Sun Life’s Digital Benefits Assist (DBA) program acting as a subject matter expert for CSC.  Support includes analysis of impacts, creation of requirements and communications in line with the goals of DBA messages and triggers, as well as creation and delivery of training and documentation for CSC staff.
• Provide 1:1 knowledge support and training related to CSC processes, products and systems for Innovation Financial Service Consultants (FSCs) and Financial Service Representatives (FSRs) based on feedback and requests from the CSC Innovation managers.
• Partner with CSC sales managers to support their team meetings by providing updated and accurate knowledge related to processes, products and systems.
• Support the CSC sales teams by providing insights and background that assist in the validation and production of recommendations and requirements for ongoing improvements to business processes, support, tools and systems.
• Provide back up to Resolution Case Manager Knowledge partners in responding to FSC and FSR questions in a timely manner to support CSC Innovation's targets related to efficiency, quality and service levels.
• Recognize and support the elimination of FSC knowledge gaps by providing input to CSC sales managers for coaching purposes and to the manager of CSC Knowledge for training purposes. Provide targeted coaching and/or training to individuals/small groups where opportunities have been identified to fill knowledge gaps.

What do you need to succeed?

• Client-centric focus with an ability to see the impact of decisions and actions on internal partners and external clients and direct decisions and recommendations accordingly
• Knowledge of CSC processes and tools
• Knowledge of Group Retirement Services (GRS) products, Group Benefits (GB) products and CSC Retirement income products
• Verbal and written communication skills
• Team player
• Proven orientation to results and actions and a demonstrated ability to execute
• Problem-solving, research and analytical skills
• Attention to detail, time management and organizational skills with a proven ability to multi-task and prioritize to ensure deadlines are met
• Ability to develop and maintain strong internal business relationships
• Business judgment and initiative
• Ability to adapt to and drive change and innovation

What will be nice to have:

• Experience participating in business analysis and systems improvement projects
• Business Analyst experience
• Project Management or Associate PM Experience

What’s in it for you?

• We’re proud to be a Best Workplace for Hybrid Work by Great Place to Work® Canada
• Be part of our continuous improvement journey in developing the next greatest digital enterprise experience that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.
• Flexible Benefits from the day you join to meet the needs of you and your family.
• Pension, stock and savings programs to help build and enhance your future financial security.

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 [email protected].

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! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

60,000/60 000 - 97,000/97 000

Job Category:

Business Analysis - Process

Posting End Date:

18/01/2026