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Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
Job Role & Profile: B2B Sales Assistant Manager
Added just now
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Operations Manager
Teleperformance
Toronto, ON · TPCA Toronto
- Full-time
Job Role & Profile: B2B Sales Assistant Manager
Added just now
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Elevated Support Senior Specialist
Teleperformance
Toronto, ON · TPCA Toronto
- $23.43 CAD / hour
- Full-time
TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible…
Added 1 hour ago
MW
Reservations Coordinator
Mike Wiegele Helicopter Skiing
BC · MWHS
- Full-time
Maintain guest data bank by entering potential guests, updating existing guest profiles, adding notes & special requests that pertain to any department.
Added 3 hours ago
CC
National Account Manager
Cogent Communications
Toronto, ON · Greater Toronto Area, Canada
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 3 hours ago
CC
Global Account Manager
Cogent Communications
Toronto, ON · North York, ON
- Full-time
…services, IPv4 address leasing, optical transport services and data center colocation services. Cogent's facilities-based, all-optical IP network backbone provides IP services in over 228…
Added 4 hours ago
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Implementation Consultant - Americas
Ashby
Canada
- Full-time
Hi! I’m Morgan, the Manager of Strategic Implementations here at Ashby. Our customers are at the center of everything we do, and that’s especially true during implementation. We take pride…
Added 4 hours ago
K
Senior Customer Success Manager
Klue
Remote, Canada
- $90,000 to $130,000 CAD / year
- Full-time
- Remote
As a Senior Customer Success Manager at Klue, you own the full customer relationship, from onboarding through renewal and expansion. You're the connective tissue: keeping every account team…
Added 5 hours ago
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Clinical Research Coordinator - Nurse
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Contract
Under the supervision of the Manager, Pediatric and Adult Research, Centre for Innovative Medicine (CIM), the Clinical Research Coordinator - Nurse is responsible for supporting the…
Added 5 hours ago
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Clinical Research Coordinator – Nurse - CIM - Phase 1 Oncology
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
Under the supervision of the Manager of Oncology Research, Centre for Innovative Medicine (CIM), the Clinical Research Coordinator - Nurse is responsible for supporting the successful…
Added 6 hours ago
A
Assistant Store Manager - adidas Brand Center Robson (#2068) 1 1
adidas
Vancouver, BC
- Full-time
…Assuming leadership responsibilities in the absence of the Store Manager. Role modelling a culture of consumer centricity within the store.In addition to shared leadership responsibilities,…
Added 6 hours ago
Area Manager II, YVR4
Amazon
Delta, BC
As an Area Manager II at an Amazon fulfillment center, you'll act as a strategic leader overseeing upto 80 associates while driving department level operational improvements. You'll conduct…
Added 7 hours ago
NC
Pump Technician
Nikkiso Clean Energy & Industrial Gases
Red Deer, AB
- Full-time
Document all clearances on assembly clearance data sheet for review and approval of engineering
Added 7 hours ago
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Senior Vendor Technology Program Manager
AMD
Markham, ON
- $174,400 to $261,600 USD / year
- Full-time
AMD's Data Center Platform Engineering Group (DPEG) - Vendor Technology Enablement Team is designing, developing, and delivering innovative technology infrastructure enabling the digital…
Added 8 hours ago
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Performance Coach, Client Care Learning & Development
ATB
Calgary, AB
- Full-time
…members entering our Everyday Financial Services (EFS) call center, acting as a supportive mentor and trainer. This delivery-focused role combines learning experiences with high-energy…
Added 8 hours ago
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Senior Portfolio Release Manager - Flights Acquisition & Retention
Priceline
Toronto, ON
- Full-time
Senior Portfolio Release Manager - Flights Acquisition & Retention
Added 9 hours ago
JC
Plant Project Manager
Johnson Controls
Nisku, AB · SA - Nisku Carina
- Full-time
Supporting Johnson Controls’ Data Center Solutions group, you will support the Project Manager in gathering equipment, resources, and information to implement upcoming projects. You will…
Added 9 hours ago
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Enterprise Account Executive
Terminal
Toronto, ON
- $260,000 to $300,000 CAD / year
- Full-time
Terminal builds telematics data infrastructure for the commercial fleet industry. Commercial auto insurers and fleet software companies, including industry leaders like Intact Insurance,…
Added 9 hours ago
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Manager of Projects (MOP)
Jacobs
Ottawa, ON
- $168,600 to $221,325 USD / year
- Full-time
Jacobs is expanding its Energy & Power (E&P) team to support the rapidly growing power and infrastructure needs of data centers and private developers. As Manager of Projects (MOP), you…
Added 9 hours ago
P
Senior Portfolio Release Manager - Flights Acquisition & Retention
Priceline
Toronto, ON
- Full-time
Senior Portfolio Release Manager - Flights Acquisition & Retention
Added 9 hours ago
OC
Rep., II - Bilingual Cust Supt - OCI
Olympus Corporation
Richmond Hill, ON
- Full-time
…owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For…
Added 10 hours ago
TS
Administrative Assistant/Kettle Coordinator
The Salvation Army in Canada
Parksville, BC
- Part-time
In shortage of TS management staff assists TS Manager/Supervisor in completion and filing of weekly sales reports.
Added 10 hours ago
SL
Director, Digital Servicing
Sun Life Québec
Montreal, QC
- Full-time
Create and align OKRs measured and reported to leadership; leverage surveys, competitive intelligence, and customer data to prioritize features –
Added 10 hours ago
JC
Senior Project Manager, Datacenter Growth
Johnson Controls
Nisku, AB
- Full-time
…excellence, and long-term competitiveness. As a Senior Project Manager, you will be responsible for driving enterprise-level initiatives that enable the business to scale operations by 5x…
Added 10 hours ago
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Manager of Projects (MOP)
Jacobs
Calgary, AB
- $168,600 to $221,325 USD / year
- Full-time
Jacobs is expanding its Energy & Power (E&P) team to support the rapidly growing power and infrastructure needs of data centers and private developers. As Manager of Projects (MOP), you…

Sun Life

Director, Digital Servicing

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

Full-time

Apply About employer

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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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