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Added 3 mins ago
Supervisor IT Client Services (E26-185)
FortisAlberta
Airdrie, AB
Under the general direction of the Manager IT Client Services, the Supervisor IT Client Services is responsible for managing the day-to-day operations of the IT Service Desk and Deskside…
Added 3 mins ago
GD
Security Specialist
General Dynamics Missions System International
Dartmouth, NS
- $70,000 to $85,000 CAD / year
- Full-time
Provide ongoing support with investigations by way of photo retrieval for incidents and clear information dissemination; overseeing the daily operations of the access control system, which…
Added 3 mins ago
RB
Client Advisor
Royal Bank of Canada
ON · GREATER SUDBURY / GRAND SUDBURY, Ontario
- Part-time
…capabilities, you can build a great career with us as a future Account Manager/Banking…
Added 3 mins ago
RB
Senior Manager Operations, Tax Operations
Royal Bank of Canada
Toronto, ON
- Full-time
…dependencies on other areas and departments. Incumbent participates in Operations, firm, and/or industry initiatives providing process design, expert product knowledge, technical expertise,…
Added 3 mins ago
RB
Manager Operations, Tax Operations
Royal Bank of Canada
Toronto, ON
- Full-time
The primary responsibility for the Manager Tax Operations is to planning, executing, and closing projects within defined scope, timeline, budget, and quality parameters for U.S. tax…
Added 3 mins ago
RB
Principal Enterprise Architect
Royal Bank of Canada
Toronto, ON
- Full-time
…level technology standards, principles, and best practices that support CNB's technology and RBC’s OneRBC vision. The Principal EA is a mentor and role model for less experienced…
Added 18 mins ago
FC
Operations Training Specialist
FedEx Canada
Mirabel, QC
- Full-time
Implements and administers training activities at a FedEx station or hub in support of the Company’s overall training strategy. Serves as an ongoing educational and training resource to…
Added 18 mins ago
HR
Project Coordinator
Hitachi Rail
Toronto, ON
- Full-time
Provide Administrative Support to the Project Manager(s), Director(s), and Projects Portfolio Director
Added 18 mins ago
PM
Sales Manager
Premier Motor Freight INC
London, ON
- Full-time
Role Description The Sales Manager is a full-time, on-site role based in the London, Canada Metropolitan Area. This role is responsible for developing and executing sales strategies to grow…
Added 18 mins ago
BW
Psychologist, Neonatal Follow Up Program (NFUP)
BC Women's Hospital and Health Centre
Vancouver, BC
- Part-time
…of the Provincial Health Services Authority, report Program Manager for the Neonatal Follow Up Program (NFUP). Psychologists work collaboratively with interdisciplinary teams supporting…
Added 18 mins ago
HR
Technical Safety Specialist
Hitachi Rail
Toronto, ON
- Full-time
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the…
Added 18 mins ago
HR
Technical Safety Specialist
Hitachi Rail
Burnaby, BC
- Full-time
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the…
Added 18 mins ago
HR
Quality Assurance Intern (Winter 2027, 12months)
Hitachi Rail
Toronto, ON
- $23 to $30 CAD / hour
- Full-time
A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the…
Added 18 mins ago
A
Systems Development Engineer Intern, Canada 2027
Amazon
Vancouver, BC
- Full-time
…every day on behalf of our customers. You will be matched to a manager and a mentor. You will have the opportunity to impact the evolution of Amazon technology as well as lead…
Added 18 mins ago
A
Project Manager III
Affinity
Richmond, BC
- Contract
…communication plans, learning materials, readiness plans, go-live support models, and transition-to-operations…
Added 18 mins ago
HR
Sr Sales and Operations Coordinator
Herc Rentals
Port Coquitlam, BC
- Full-time
…also focuses on safety and sustainability, ensuring that its operations comply with Canadian regulations and…
Added 18 mins ago
CC
AZ Driver Merchandiser
Coca-Cola Canada Bottling Limited
Brampton, ON
- Full-time
Reporting to the Warehouse Supervisor or Manager, Coke Canada Bottling Driver Merchandisers (or Bulk Drivers) are responsible for delivery of pre-ordered product to assigned accounts,…
Added 18 mins ago
TC
Assistant Store Manager Homesense - Milton
TJX Canada – Winners, Marshalls, HomeSense
Milton, ON
- $48,592.5 to $68,029.5 CAD / year
- Full-time
We’re looking for an Assistant Store Manager who is passionate about fostering an inclusive and supportive environment. In this role, you’ll empower your team to deliver unforgettable…
Added 18 mins ago
GD
Security Specialist
General Dynamics Mission Systems–Canada
Dartmouth, NS
- $70,000 to $85,000 CAD / year
- Full-time
Provide ongoing support with investigations by way of photo retrieval for incidents and clear information dissemination; overseeing the daily operations of the access control system, which…
Added 18 mins ago
CR
restaurant manager
Chuck's Roadhouse Bar & Grill
Ottawa, ON
- Full-time
Plan, organize, direct, control and evaluate daily operations
Added 18 mins ago
SC
Front End - Supervisor Front End - Full Time
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Langford, BC
- Full-time
Perform various cash register accounting operations (money transfers, deposits, checks, weekly audits, etc.) in collaboration with the front-end manager.
Added 18 mins ago
Store Manager - Tillsonburg
Moffatt & Powell RONA 2024
London, ON · Tillsonburg, ON
The Store Manager is responsible for the overall leadership, profitability, and daily operations of the store. This role drives sales growth, delivers an exceptional customer experience,…
Added 18 mins ago
SS
Marketing Manager
Smart, Savvy + Associates
AB
- Full-time
This Marketing Manager role offers the opportunity to do exactly that. As marketing continues to evolve into a strategic business partner within the organization, they're looking for an…
Added 18 mins ago
SD
Merchandiser, Hourly Part Time Day
Shoppers Drug Mart
Ottawa, ON
- Part-time
Supports Front Store Manager/Assistant Front Store Manager in maintaining the quality and standards
Added 18 mins ago
SD
Pharmacy Manager, Hourly Part Time Flexible Shifts
Shoppers Drug Mart
Morinville, AB
- Part-time
To manage the overall operations of the Pharmacy, including providing consultation to both customers and health care providers, practice to full scope in providing professional services,…

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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