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D
Operations Officer
Dexian
Toronto, ON
- $21 to $22 CAD / hour
- Contract
Accurately record customer, client, and transaction information.
Added 10 mins ago
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General Manager
Petfinity
Calgary, AB
- Full-time
Maintain high standards of client service and manage escalated client concerns
Added 10 mins ago
AC
Senior Casualty Claims Specialist – Aviva Business Insurance (ABI)
Aviva Canada
Oakville, ON
- Full-time
…hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be…
Added 10 mins ago
AC
Senior Casualty Claims Specialist – Aviva Business Insurance (ABI)
Aviva Canada
Calgary, AB
- Full-time
…hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be…
Added 10 mins ago
PH
Estimator, ICI Construction - Permanent - 4283
Parker Huggett - A Division of LRO Staffing
Ottawa, ON
- Full-time
With a strong reputation and a growing portfolio of commercial and institutional projects, our client offers an excellent opportunity for an ambitious Estimator looking to take the next…
Added 10 mins ago
AC
Senior Casualty Claims Specialist – Aviva Business Insurance (ABI)
Aviva Canada
Vancouver, BC
- Full-time
…hiring process, please contact your Aviva Talent Acquisition Partner so that an appropriate accommodation can be…
Added 10 mins ago
SR
Senior Tax Manager
Swim Recruiting
Vancouver, BC
- $130,000 to $170,000 CAD / year
- Full-time
Our client is a rapidly growing global software company headquartered in Metro Vancouver. Recognized as an industry leader and consistently ranked among Canada's top employers, the…
Added 10 mins ago
SI
Vice President of Commercial Lines Operations
Schill Insurance Brokers Ltd.
Surrey, BC
- Full-time
…Officer, you strengthen performance, underwriting discipline, client and partner experiences, and collaboration across the commercial practice while supporting sustainable growth and…
Added 10 mins ago
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Sr Manager, Event Production & Creative Operations
Wynford
Toronto, ON
- Full-time
You can work with creative personalities, operational needs, client expectations, and financial realities without getting thrown off.
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Senior Interior Designer, Corporate
iN STUDIO
Toronto, ON
- Full-time
…role and you should be skilled at seamlessly translating the client’s needs into high-quality, innovative, forward-thinking design concepts that meet their vision and…
Added 10 mins ago
CD
Finance and Accounting Manager
Conrad Dillon Robinson Law
Dartmouth, NS
- Full-time
…high-performing practice, the firm places a strong emphasis on excellent client service, strong advocacy, technology, accountability, and continuous improvement. As Conrads continues to…
Added 10 mins ago
AT
Senior Accountant
Armour Transportation Systems
Dartmouth, NS
- Full-time
Our client, Armour Transportation Systems, is a member of the Seaboard Group of Companies, a privately held organization comprised of numerous transportation brands across Canada and the…
Added 10 mins ago
CM
Financial Analyst
Critical Mass
Toronto, ON
- Full-time
Partner with various departments within the company to manage client requirements and needs from a financial perspective
Added 11 mins ago
Director, Customer Engagement Platforms
Questrade Financial Group
Toronto, ON
Reporting to the Managing Director of Transformation and Operations, the Director serves as the key technology partner to Operations leadership, translating operational goals into platform…
Added 11 mins ago
Safety Manager
CAM Industrial Solutions LLC
Fort Saskatchewan, AB
…Health and Safety (OHS) legislation, CAM HSE standards, and client safety requirements, with a specific focus on supporting Turnaround (TA) projects and large-scale industrial maintenance…
Added 11 mins ago
FA
Product Coordinator
Flair Airlines Ltd.
Toronto, ON
- Full-time
Travailler avec les équipes des Opérations et de l’Expérience client afin de repérer les problèmes récurrents liés aux produits et les possibilités d’amélioration.
Added 26 mins ago
Archaeology Field Director
WSP
Fort St. John, BC
As one of the world’s leading professional services firms, we partner with clients across transportation, infrastructure, environment, buildings, energy, water, mining and metals. We pair…
Added 26 mins ago
Senior Expediting & Logistics Specialist
WSP
Calgary, AB
As a Senior Procurement Specialist, you will play a critical role supporting client‑based projects and may act as Lead Buyer on select major initiatives. This role can be based out of…
Added 26 mins ago
Senior Non-Destructive Testing (NDT) Technologist
WSP
Vancouver, BC
As one of the world’s leading professional services firms, we partner with clients across transportation, infrastructure, environment, buildings, energy, water, mining and metals. We pair…
Added 26 mins ago
BM
Retail Support Executive
Brand Momentum
Fredericton, NB
- $30 CAD / hour
- Part-time
…the customer experience but also act as a trusted in-store partner, supporting the execution and growth of a smoke-free product portfolio across multiple retail locations, conducting…
Added 26 mins ago
TU
Warehouse Manager
Tramontina, USA Inc
Oakville, ON
- Full-time
Cross-Functional Collaboration: Partner with sales, procurement, and supply chain teams to build cross-departmental alignment, ensuring all stakeholders understand distribution center…
Added 26 mins ago
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Sales Manager
Pavago
Remote, Canada
- Remote
Added 26 mins ago
VC
Project Manager, Professional Services
Valsoft Corporation
Remote, Canada
- $90,000 to $105,000 CAD / year
- Remote
Build real client relationships. You’ll work directly with client stakeholders throughout implementations and ongoing engagements, becoming a trusted partner who can bring clarity to…
Added 26 mins ago
Associate Director, Strategic Pursuits, Managed Services
EY
Edmonton, AB · AB · Vancouver, BC · Victoria, BC · Winnipeg, MB · Dieppe, NB · Saint John, NB · St. John's, NL · Halifax, NS · London, ON · Ottawa, ON · Toronto, ON · ON · Montreal, QC · Quebec, QC · Saskatoon, SK · Waterloo, ON · Calgary, AB
Partner with account teams and client-serving professionals to identify, shape, and advance Managed Services opportunities.
Added 40 mins ago
C(
Analyst, Sales & Trading
Clarity (formerly Hiive)
Vancouver, BC
- Full-time
…shares on our platform. In this role, you'll be a blend of client-facing and operational. You will guide clients through the entire transaction process while ensuring a seamless, compliant,…

Sun Life

Director, Digital Servicing

Toronto, ON, Canada
Waterloo, ON, Canada
Montreal, QC, Canada
Sun Life Waterloo King, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Oct 19, 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

The Director, Digital Servicing leads the strategy and execution of digital initiatives to drive client self-service and optimize channel shift outcomes. They partner with cross-functional teams to define roadmaps, improve digital journey containment, and deliver technology-enabled solutions that enhance efficiency.

Requirements

Candidates must have a university degree in business, analytics, or computer science and 5-10 years of progressive experience in digital strategy or operations. A proven track record in leading cross-functional teams and navigating large, matrixed organizations is required.

Skills

Digital strategy
Customer experience
Operations management
Agile delivery
Data-driven decision-making
Call center optimization
IVR optimization
Digital transformation
Cross-functional leadership
Strategic planning
Cost-benefit analysis
Performance management
Stakeholder management
Analytical skills
Problem-solving

Benefits

Sabbatical program
Mental health support
Incentive plans
Continuous learning and development

Visa sponsorship

Not detected in the job text

Keywords

Digital Servicing
Digital Strategy
Customer Experience
Operations Management
Agile
Data-driven
IVR
Call Deflection
Digital Transformation
ROI
Financial Services
Insurance
OKRs
Analytics
Strategic Planning
Client Self-service
Channel Shift
Matrixed Organization
Performance Management
Benefit Realization

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