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Added 1 hour ago
CL
Assistant Store Manager
Chatters Limited Partnership
Red Deer, AB
- Full-time
Lead by example, coaching and motivating team members to achieve sales and service goals
Added 1 hour ago
TC
Assistant Store Manager Winners Homesense Pine Centre Mall
TJX Canada – Winners, Marshalls, HomeSense
Prince George, BC
- $48,592.5 to $68,029.5 CAD / year
- Full-time
Drive store performance by supporting sales results, managing expenses, and overseeing key operations including merchandising, backroom, frontline, cash office, customer service, markdowns,…
Added 1 hour ago
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Paint Sales Associate: Full Time - PRINCE GEORGE
The Home Depot Canada
Prince George, BC
- Full-time
Sales Associates provide fast, friendly service by actively seeking out customers to assess their needs and provide assistance. Sales Associates have an emphasis on department and product…
Added 1 hour ago
FH
Campus Retail Team Lead - Bow Valley College Bookstore
Follett Higher Education
Calgary, AB
- Full-time
As a Campus Store Leader - Canada, you will support a Market Leader or Campus Store Manager overseeing store operations. You will be responsible for driving results through sales growth…
Added 1 hour ago
AA
General Manager - Collision (Halifax Downtown)
Assured Automotive
Halifax, NS
- Full-time
The General Manager’s primary responsibility is providing an exceptional customer experience while leading and maintaining the day-to-day operation of the store in compliance with policies…
Added 1 hour ago
GL
Billing Administrative Associate
goeasy Ltd.
Pickering, ON
- Full-time
Reporting to the Team Manager, Billing and Administration, the Billing Administration Associate will play a pivotal role in maintaining our company’s financial health. You will be entrusted…
Added 1 hour ago
S
Property Manager
Simalis
Westmount, QC
- Full-time
Role Description The Property Manager is a full-time, on-site role based in Westmount, QC, responsible for the day-to-day operations of multifamily rental properties. This role oversees…
Added 1 hour ago
S
Territory Manager
Signode
Quebec, QC
- Full-time
Achieving or exceeding sales and profit goals while providing the highest level of professional sales and service to support new and existing Signode Customers in the assigned Territory.
Added 1 hour ago
Department Sales Manager, Footwear
Sporting Life Group
Laval, QC
While partnering with your assistant manager to achieve sales targets, manage team KPIs, and maximize profitability, you’ll coach your team to be product and trend experts, ensuring they’re…
Added 1 hour ago
Duty Manager
Northland Properties
Langley (District), BC · Langley, BC
We are seeking a dynamic Manager on Duty to join our busy team. Our Managers understand the meaning of true Customer Service; they are professional, team-oriented, possess good work ethics…
Added 1 hour ago
JUNIOR ASSISTANT MANAGER
Boutique La Vie En Rose
Saint-Constant, QC
As a member of the management team, you will support the assistant manager and manager in achieving sales goals, maintaining our company standards and motivating your team to excel.
Added 1 hour ago
Insurance Advisor
Talent Acquisition Team at Westland Insurance. Text reply only.
Abbotsford, BC
…love to talk about insurance and provide exceptional client service? If so, you will love working for Westland! We are looking for a career-minded individual who is focused on growing their…
Added 1 hour ago
Insurance Advisor
Talent Acquisition Team at Westland Insurance. Text reply only.
Mission, BC
…love to talk about insurance and provide exceptional client service? If so, you will love working for Westland! We are looking for a career-minded individual who is focused on growing their…
Added 1 hour ago
Sales Associate-Retail
Roots
Toronto, ON · Etobicoke, ON
We are currently hiring for a Sales Associate. Reporting to the Store Manager, the Sales Associate plays a vital role in promoting our core values. The main objective of this position is to…
Added 1 hour ago
Proposal Manager
Fairbanks Morse Defense
Peterborough, ON
The Proposal Manager is responsible for driving the sales process, managing customer relationships, and delivering high-quality, competitive proposals that meet customer needs and align…
Added 1 hour ago
PT Customer Assistant Windsor
Tepperman's
Windsor, ON
Reporting to the Credit and Office Manager, the Office Customer Assistant will collaborate closely with our sales team to handle various administrative tasks, particularly credit and…
Added 1 hour ago
ASSISTANT MANAGER
Boutique La Vie En Rose
Victoria, BC
With the support of your manager, you will be responsible for making sure the store runs smoothly and that your team provides the best possible customer service. When you’re working as…
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Chef·fe d'équipe SEO | SEO Team Lead
Bloom
Montreal, QC
- Full-time
Outils d'analyse & Crawl : Maîtrise de Screaming Frog, Ahrefs, Semrush, Google Search Console, Google Analytics 4 (GA4) et Google Tag Manager (GTM).
Added 1 hour ago
B
Directeur·trice SEO | SEO Director
Bloom
Montreal, QC
- Full-time
Développement des affaires (Sales & Up-selling) : Participer activement à l'acquisition de nouveaux clients (pitchs, propositions stratégiques) et identifier des opportunités de vente…
Added 1 hour ago
CB
Business Development Manager
Clearbridge Business Solutions
Abbotsford, BC
- Full-time
…cybersecurity, and AI, not another vendor. You’ll report to our Sales Team Lead, work closely with marketing on pipeline, partner with our service delivery team so that what we sell is…
Added 1 hour ago
EC
Future Leaders Program – Management Trainee
Emco Corporation: Plumbing, HVAC, Waterworks, Industrial, Irrigation, Fire Protection
St. John's, NL · Greater St. John's Metropolitan Area
- $52,500 CAD / year
- Full-time
If you’re a new grad who wants more than a desk job - someone excited by supply chain, sales, business development, and entrepreneurship - this is your chance to build a real career from…
Added 1 hour ago
CN
Fresh Supervisor
Community Natural Foods
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…rotating, building displays and providing excellent customer…
Added 1 hour ago
BG
General Manager - Collision (Halifax Downtown)
Boyd Group Services
Halifax, NS
- Full-time
The General Manager’s primary responsibility is providing an exceptional customer experience while leading and maintaining the day-to-day operation of the store in compliance with policies…
Added 1 hour ago
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BMO Capital Markets Summer 2027 Women Rotational, Montreal
BMO
Montreal, QC · DEMA
- Full-time
BMO Capital Markets is a leading, full-service North American-based financial services provider offering equity and debt underwriting, corporate lending and project financing, merger and…
Added 1 hour ago
IK
Accounts Payable Clerk - Parts
INLAND KENWORTH US INC
Langley (City), BC
- Full-time
Inland Truck & Equipment is an industry leader in the heavy-duty truck and equipment sales, service, and parts marketplace. When we say we’re ALL IN, we mean we’re all in on you and your…

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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