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Added 3 days ago
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Digital Product Owner
Manulife
Waterloo, ON · Montreal, QC
- Full-time
Foundational experience supporting digital product teams, with exposure to end-to-end servicing workflows (e.g., claims, withdrawals, address changes). Demonstrates the ability to…
Added 4 days ago
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Senior Business Analyst, Loan Servicing Technology
BMO
Toronto, ON · FCP
- Full-time
Evaluate AI-generated outputs for accuracy, compliance, traceability, security, and business relevance before adoption.
Added 5 days ago
S
Delivery Manager (Banking/IT Service Domain)
Synechron
Mississauga, ON
- $140,000 to $170,000 CAD / year
- Full-time
At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading…
Added 5 days ago
M
Marketing Manager, Member Marketing & Growth
Manulife
Halifax, NS · Toronto, ON · Waterloo, ON · Montreal, QC
- Full-time
The Marketing Manager plays a critical role in driving member engagement and utilization across the Group Benefits portfolio. Reporting to the Director, Member Marketing & Growth, this role…
Added 8 days ago
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Manager - Copilot and AI Productivity
KPMG
Montreal, QC
- Full-time
We are looking for a Manager, Copilot and AI Productivity to contribute to the growth of our AI practice in Quebec. This individual will play a key role in developing service offerings,…
Added 9 days ago
AE
Sr Mgr-Digital Product Mgmt
American Express
Toronto, ON
- Full-time
As a Senior Digital Product Manager on the AI Productivity Tools team, you will own how American Express evaluates, enables, and scales AI tools that help colleagues research, analyze,…
Added 11 days ago
Product Owner, Contact Center Pod
Momentum Financial Services Group
Toronto, ON
Contact Center Technology & Transformation - Drive evolution of omnichannel servicing capabilities, AI, automation, digital channels, CRM integrations, workforce enablement, and customer
Added 11 days ago
FN
AI Product Manager
First National Financial LP
Toronto, ON · East York, ON
- Full-time
The AI Product Manager is accountable for the direction, delivery, adoption, and measurable business value of AI enabled mortgage workflows within a First National product squad that is…
Added 12 days ago
MS
Product Manager – Workplace Platforms - Assistant Vice President
Morgan Stanley
Calgary, AB
- Full-time
Workplace Platforms is a division within Morgan Stanley Wealth Management Platforms, comprised of the digital platforms supporting the Morgan Stanley at Work businesses - including Equity…
Added 12 days ago
MS
Product Manager – Workplace Platforms - Assistant Vice President
Morgan Stanley
Calgary, AB
- Full-time
Workplace Platforms is a division within Morgan Stanley Wealth Management Platforms, comprised of the digital platforms supporting the Morgan Stanley at Work businesses - including Equity…
Added 13 days ago
S
Delivery Management
Synechron
Mississauga, ON
- Full-time
At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading…
Added 19 days ago
AC
Digital Content and Engagement Advisor
Air Canada
Toronto, ON · Dorval, QC
- Full-time
Reporting to the Product Manager, this role ensures that distribution and agency partners, corporate customers and internal stakeholders have access to accurate, timely, accessible and…
Added 20 days ago
B
Technical Business Analyst
BMO
Calgary, AB · GCS
- Full-time
Evaluate AI-generated outputs for accuracy, compliance, traceability, security, and business relevance before adoption.
Added 22 days ago
K
Senior Manager - Senior AI Architect
KPMG
Montreal, QC
- Full-time
Define and recommend end-to-end architectures for digital transformation, data, and AI initiatives, ensuring alignment with clients’ enterprise architectures.
Added 23 days ago
B
Senior Technology Manager, Loan Servicing Technology
BMO
Toronto, ON · FCP
- Full-time
We are seeking a Senior Technology Manager to lead the Loan Servicing Technology portfolio supporting critical lending platforms and services within Commercial and Corporate Banking.
Added 24 days ago
TC
Manager, Operating Model, Product & Client Solutions
The Citco Group Limited
Toronto, ON
- Full-time
…our incorporation in 1948 led to the evolution of the asset servicing sector itself. This pioneering spirit continues to guide us today as we innovate and expand, push beyond the boundaries…
Added 24 days ago
TC
Vice President, Operating Model, Product & Client Solutions
The Citco Group Limited
Toronto, ON
- Full-time
…our incorporation in 1948 led to the evolution of the asset servicing sector itself. This pioneering spirit continues to guide us today as we innovate and expand, push beyond the boundaries…
Added 24 days ago
TC
Manager, Data, Reporting & Platform Enablement
The Citco Group Limited
Toronto, ON
- Full-time
…our incorporation in 1948 led to the evolution of the asset servicing sector itself. This pioneering spirit continues to guide us today as we innovate and expand, push beyond the boundaries…
Added 24 days ago
TC
Manager, Digital Workflow, Automation & AI
The Citco Group Limited
Toronto, ON
- Full-time
…our incorporation in 1948 led to the evolution of the asset servicing sector itself. This pioneering spirit continues to guide us today as we innovate and expand, push beyond the boundaries…
Added 24 days ago
TC
Senior Vice President, Operating Model, Product & Client Solutions
The Citco Group Limited
Toronto, ON
- Full-time
…our incorporation in 1948 led to the evolution of the asset servicing sector itself. This pioneering spirit continues to guide us today as we innovate and expand, push beyond the boundaries…
Added 24 days ago
B
Group Product Manager, Home Financing
BMO
Toronto, ON · BMOPLACE
- Full-time
Partner with Marketing, Analytics, Digital, Operations and distribution channels to develop effective value propositions, offers, campaigns, education, training and adoption plans.
Added 26 days ago
SL
Director, Digital Servicing
Sun Life Québec
Montreal, QC
- Full-time
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…
Added 26 days ago
SL
Director, Digital Servicing
Sun Life
Toronto, ON · Waterloo, ON · Montreal, QC · Sun Life Waterloo King
- Full-time
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…
Added 28 days ago
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Manager, Journey Enablement, Acquire and One Client
BMO
Toronto, ON · BMOPLACE
- Full-time
We are seeking a manager to join the Acquire & One Client Journey Enablement team within Business Banking. This role will lead initiatives that are focused on accelerating new-to-bank…
Added 28 days ago
B
Senior Manager, Journey Enablement, Acquire and One Client
BMO
Toronto, ON · BMOPLACE
- Full-time
We are seeking a well-rounded Senior Manager to join the Acquire and One Client, Journey Enablement team within Business Banking to drive performance and strategic outcomes in partnership…

Sun Life Québec

Director, Digital Servicing

Montreal, QC, Canada

Full-time

Apply About employer

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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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