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Added 21 mins ago
LF
Carrier Manager
Lush Fresh Handmade Cosmetics North America
Toronto, ON
- Full-time
The Carrier Manager plays an essential role in growing talent in our business through collaboration and sharing best practices within the Logistics team. You know how to be curious about…
Added 37 mins ago
RB
Billingual Operations Representative
Royal Bank of Canada
Toronto, ON
- Full-time
Part of a team that is responsible for the ownership of end-to-end problem resolution for ATM's, VMS client/ Account manager support. Accounting Services activities and functions related to…
Added 51 mins ago
CC
Specialist, Tax
Coca-Cola Canada Bottling Limited
Toronto, ON
- Full-time
We are recruiting a Tax Specialist to join our Finance team. Reporting to the Manager, Indirect Tax, this role is responsible for preparing Coca Cola’s Canadian indirect tax returns, as…
Added 1 hour ago
VC
Practice Manager - Greater Vancouver Area
VetCare Canada
Vancouver, BC
- Full-time
…problem-solving skills to swiftly resolve any issues, ensuring smooth operations and happy clients. Your day-to-day will involve striving for operational excellence, managing team…
Added 1 hour ago
T
Senior Finance Analyst-Infrastructure & Engineering
TD
Toronto, ON
- Full-time
…deliver reliable, secure, and innovative platforms that enhance operations and user…
Added 1 hour ago
PH
Communications Specialist
Provincial Health Services Authority
Vancouver, BC
- Full-time
Reporting to the Manager, Organizational Change and Communications, the Communication Specialist is responsible for developing, leading, and executing internal and external communication…
Added 1 hour ago
S
Cycle Counter
Sysco
Calgary, AB · Sysco Calgary
- Full-time
Researches receiving packets returned to Inventory Control from Accounts Payable. Prepares and reports to Inventory Control Manager any errors that may have occurred.
Added 1 hour ago
MF
Residential Sales Consultant
Merit for Apprenticeship
Toronto, ON
- Full-time
Work with the Company Owner, Operations Manager to keep improving the sales process
Added 1 hour ago
KS
Acting Store Manager
kate spade new york
Calgary, AB · Chinook Centre
- Full-time
As a Store Manager, you are the heartbeat of your store - leading with purpose, driving performance, and creating unforgettable customer experiences that reflect the Coach brand. You set…
Added 1 hour ago
KS
Assistant Store Manager I
kate spade new york
Niagara-on-the-Lake, ON · Outlet Collection At Niagara
- Full-time
As an Assistant Store Manager at Coach, you’ll partner with the Store Manager to drive sales performance, operational excellence, and team development. You lead by example on the sales…
Added 1 hour ago
NA
Manager - Experiential Learning & Career Education
Northern Alberta Institute of Technology
St. Catharines, ON · Main Campus
- Full-time
Reporting to the Associate Director, Academic Partnerships & Experiential Learning, the Manager, Experiential Learning & Career Education plays a key leadership role in transitioning this…
Added 1 hour ago
NA
Workday HCM Functional Analyst
Northern Alberta Institute of Technology
St. Catharines, ON · Main Campus
- Full-time
Configure and support Workday HCM modules including Core HCM, Compensation, Benefits, Absence, Recruiting, Talent & Performance, Learning, Time Tracking, Payroll, Help, and other HCM…
Added 1 hour ago
P
Director of People & Culture
Portfolio+
Stouffville, ON · Canada - Stouffville, ON
- Full-time
…finance, delivering cutting-edge cloud technology that simplifies operations, enhances security, and drives innovation. Our team thrives in a collaborative, growth-oriented environment…
Added 2 hours ago
BC
Human Resources Manager - Full Time Regular
BC Centre for Ability
Vancouver, BC
- Full-time
The HR Manager leads the development, implementation, and continuous improvement of HR programs, policies, and systems - including labour and employee relations, talent acquisition, total…
Added 2 hours ago
T
Personal Banking Associate Trainee
TD
Orleans, ON · Ottawa, ON
- Full-time
Recommend improvements to work practices, branch operations and processes to enhance customer experience and achieve operational excellence
Added 2 hours ago
T
Associate, Commercial National Accounts
TD
Montreal, QC
- Full-time
Collaborate with colleagues from different teams (operations, treasury management, TD Securities) to strategize and resolve client issues;
Added 2 hours ago
BV
Sr. Human Resources Business Partner
Bureau Veritas
Mississauga, ON
- Full-time
We are seeking a strategic and business-focused HR Business Manager (Sr HRBP) to support our Environmental business across Canada and the United States. This role is a key member of the HR…
Added 2 hours ago
A
Manager, Enterprise Service Desk (Tier 1)
Abacus
NB · Chiasson Office, NB
- Full-time
Reporting directly to the Sr. Manager, Enterprise Service Desk, this position focuses on driving the day-to-day operations of the help desk, maintaining high team performance, and directly…
Added 2 hours ago
BC
Human Resources Manager
BC Centre for Ability
Vancouver, BC
- Full-time
The HR Manager leads the development, implementation, and continuous improvement of HR programs, policies, and systems - including labour and employee relations, talent acquisition, total…
Added 2 hours ago
A
Fairmont Gold Attendant (Part-Time)
AccorHotel
Edmonton, AB
- Part-time
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Added 2 hours ago
AM
Customs & Trade Compliance Analyst
Array Marketing
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…excellence. We strive to be Better Every Day by continuously learning, improving, and taking initiative. We also Have Fun, creating a positive, engaging workplace where people enjoy what…
Added 2 hours ago
FH
Fairmont Gold Attendant (Part-Time)
Fairmont Hotels & Resorts
AB · Edmonton, AB
- $20.69 to $21.69 CAD / hour
Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Added 2 hours ago
R
Billingual Operations Representative
RBC
Calgary, AB · Vancouver, BC · Halifax, NS · Toronto, ON
- Full-time
Part of a team that is responsible for the ownership of end-to-end problem resolution for ATM's, VMS client/ Account manager support. Accounting Services activities and functions related to…
Added 2 hours ago
T
Finance Manager-Enterprise Project Finance
TD
Toronto, ON
- Full-time
Reporting to the Senior Relationship Manager, Enterprise Project Finance, the role of the Finance Manager is to provide end-to-end project financial support to the assigned project…
Added 3 hours ago
B
Wealth Investorline Associate, Winter 2027 (Co-op/Internship) - 4 months
BMO
Toronto, ON · FCP
- Full-time
…Program, BMO Social Squad student-led activities, BMO Academy learning platform and access to various Employee Resource Groups to further develop your network within…

Sun Life Québec

Director, Digital Servicing

Montreal, QC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Nov 5, 2026
Experience: 5-10 years progressive experience in digital strategy, customer experience, or operations management
Posting language: English
Posted: Oct 6, 2026

Original job description

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.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Director, Digital Servicing role focuses on building strategy and executing initiatives that drive digital client self-service and channel shift outcomes. You'll be guided by your understanding of the digital health, wealth & protection landscape, clients, competitors, and strong relationships with business stakeholders.

What You'll Do

Work closely with Digital Channels, Adoption & Engagement, Member Journey, and Operations teams to understand call drivers and strategically reduce contacts by shifting users to IVR and digital channels
Partner with CCC & Operations leaders to identify call deflection and chat containment initiatives that minimize inbound call volume and shift client interactions to digital channels
Set clear strategy aligned with senior leadership and lead identification, evaluation, and prioritization of digital initiatives to enhance self-service and achieve channel shift outcomes
Partner cross-functionally to establish digital servicing roadmaps, define success metrics, and deliver technology-enabled solutions that improve experience while optimizing efficiency
Create and align OKRs measured and reported to leadership; leverage surveys, competitive intelligence, and customer data to prioritize features –
Drive digital journey containment by improving completion rates and reducing abandonment; track performance and provide strategic reporting
Lead cost-benefit analyses and benefit realization initiatives, providing executive-level insights into ROI and strategic value
Build and maintain a high-performing team through strategic talent development and performance management

What You Need To Succeed

Proven ability to influence senior leadership and navigate large, matrixed organizations at a senior level
Strong acumen in Agile delivery models and data-driven decision-making
Excellent analytical and problem-solving capabilities with ability to translate data into actionable insights
Collaborative communicator comfortable making decisions with limited information and encouraging experimentation
University degree in business, analytics, or computer science
5-10 years progressive experience in digital strategy, customer experience, or operations management
3-5 years in director-level or senior manager role leading cross-functional teams
Demonstrated experience with digital transformation and call center/client service optimization
Proven track record managing call deflection, IVR optimization, or digital channel containment initiatives (preferred)
Experience developing and delivering cost-benefit analyses and benefit realization programs
Background in financial services, insurance, or regulated industries
Proficiency with analytics platforms and data-driven decision-making
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’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
An environment of continuous learning, development, and improvement
Our unique Sabbatical Program gives you the opportunity to take up to 6 weeks off, every five years
We are proud to be on the 2026 Best Workplaces in Canada list by Great Place to Work
We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

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.

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.

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

Salary Range:

130,000/130 000 - 180,000/180 000

Job Category:

Business Analysis - Process

Posting End Date:

18/10/2026

Apply About employer

More about this job

Responsibilities

Develop and lead digital servicing strategy and initiatives that increase client self-service, shift interactions to digital channels, and reduce inbound calls. Establish roadmaps, metrics, and OKRs; analyze performance and ROI; and lead cross-functional teams to improve digital journeys and operational efficiency.

Requirements

Requires a university degree in business, analytics, or computer science, 5–10 years of progressive experience in digital strategy, customer experience, or operations, and 3–5 years in a director-level or senior manager role. Candidates should bring senior-level influence, Agile and analytical expertise, digital transformation and client-service optimization experience, and a background in financial services, insurance, or another regulated industry.

Skills

Digital Strategy
Digital Transformation
Client Self-Service
Channel Shift
Call Deflection
IVR Optimization
Digital Channel Containment
Customer Experience
Agile Delivery
Data-Driven Decision-Making
Analytics
Cost-Benefit Analysis
Benefit Realization
Roadmap Development
OKR Development
Cross-Functional Leadership

Benefits

Sabbatical Program
Continuous Learning And Development
Hybrid Work Flexibility

Visa sponsorship

Not detected in the job text

Keywords

Digital Servicing
Digital Strategy
Digital Transformation
Client Self-Service
Channel Shift
Call Deflection
IVR
Chat Containment
Digital Channels
Customer Experience
Client Service Optimization
Agile Delivery
Data-Driven Decision-Making
Analytics Platforms
Customer Data
Competitive Intelligence
Digital Roadmaps
OKRs
Success Metrics
Digital Journey Containment
Completion Rates
Abandonment Reduction
Cost-Benefit Analysis
Benefit Realization
ROI
Cross-Functional Leadership
Talent Development
Financial Services
Insurance
Regulated Industries

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