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Added 7 mins ago
OC
Senior Art Director
Ogilvy Canada
Toronto, ON
- Full-time
…creative agency that sparks game-changing ideas across culture and business through collaboration, integrity, and a celebration of…
Added 10 mins ago
Director, Digital Experience Platforms
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Montreal, QC
The Director serves as the primary technology counterpart to Digital Experience, Digital Product, Customer Engagement, Commerce, and Banner teams, translating business vision into…
Added 10 mins ago
Manager, Warehouse Operations & Operational Excellence
Westerkirk
Calgary, AB
Reporting to the Director, Supply Chain, the Manager, Warehouse Operations & Operational Excellence is responsible for managing and directing all material teams and functions supporting…
Added 10 mins ago
Senior Analyst, Infrastructure
University Pension Plan
Toronto, ON
…Analyst, Infrastructure will play a key role in all areas of the development of UPP’s Private Markets strategy and Infrastructure portfolio. Reporting to the Senior Director, Infrastructure…
Added 23 mins ago
C
Director, Shoring
Confidential
Vaughan, ON
- Full-time
Support business growth through participation in project pursuits, tender reviews, estimating, bid preparation, and proposal development.
Added 37 mins ago
YD
Senior HR Generalist. – Application deadline: Open until filled.
Yellowknives Dene First Nation
Yellowknife, NT
- Full-time
Assists the HR Director with fact-finding, interviews, and workplace investigations.
Added 37 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Woodstock, NB
- Full-time
Working in close partnership with Network Architecture & Technology Strategy, the Director ensures that architectural intent is executed through modern DevOps practices, and brings…
Added 37 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Fredericton, NB
- Full-time
Working in close partnership with Network Architecture & Technology Strategy, the Director ensures that architectural intent is executed through modern DevOps practices, and brings…
Added 37 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Cornwall, ON
- Full-time
Working in close partnership with Network Architecture & Technology Strategy, the Director ensures that architectural intent is executed through modern DevOps practices, and brings…
Added 37 mins ago
C
Director HR, Total Rewards
Celestica
Toronto, ON
- Full-time
The Director HR, Total Rewards (Sales Incentive Program) is responsible for the design, implementation, and ongoing evaluation of Celestica's compensation and benefits programs including…
Added 37 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Markham, ON
- Full-time
Working in close partnership with Network Architecture & Technology Strategy, the Director ensures that architectural intent is executed through modern DevOps practices, and brings…
Added 37 mins ago
H
Human Resources Director
Hays
Toronto, ON · Etobicoke, ON
- $120,000 to $140,000 CAD / year
- Full-time
As the Director, Human Resources (Canada), you will provide strategic leadership for the company's HR and payroll functions nationwide. Reporting directly to the President, you will oversee…
Added 37 mins ago
XI
Director, Network Development & Operations
Xplore Inc.
Calgary, AB
- Full-time
Working in close partnership with Network Architecture & Technology Strategy, the Director ensures that architectural intent is executed through modern DevOps practices, and brings…
Added 39 mins ago
C
Group Product Manager, Virtual Account Management
CIBC
Toronto, ON · Vancouver, BC
- Full-time
As a Group Product Manager within the Liquidity Products and Accounts Services team, you will be supporting the Senior Director in achieving business objectives, and managing the…
Added 39 mins ago
R
Gestionnaire Senior, Logistique des projets strategiques et d'amelioration continue / Senior Manager, Logistics Strategic Projects & Continuous Improvement
RTX
Longueuil, QC
- Full-time
Added 1 hour ago
KH
Manager, Grants & Funding Operations
Kids Help Phone
Toronto, ON
- $71,800 to $81,000 CAD / year
- Full-time
Executive Director of Finance and Donor Services
Added 1 hour ago
BI
Pharmaceutical Sales Representative
BioSyent Inc
Calgary, AB
- Full-time
Track the progress of the business through Sales Tools (OCE) and other reports and mechanisms defined by the director of Sales
Added 1 hour ago
VB
Finance Director (6 month contract)
Vaco by Highspring
Toronto, ON · Greater Toronto Area, Canada
- $75 to $85 CAD / hour
- Contract
Review financial results and provide variance analysis and financial insights to senior leadership, highlighting key business drivers, risks, and opportunities.
Added 1 hour ago
BI
Pharmaceutical Sales Representative
BioSyent Inc
Vancouver, BC
- Full-time
Track the progress of the business through Sales Tools (OCE) and other reports and mechanisms defined by the director of Sales
Added 1 hour ago
Executive Assistant to Zone Executive Medical Director
Nova Scotia Health and IWK Health
Halifax, NS
Reporting to the Medical Executive Director/Lead, the Executive Assistant provides confidential and comprehensive, executive-level support to the Medical Executive Director/Lead. This…
Added 1 hour ago
R
Manager, Scientific Research and Experimental Development
Ryan
Montreal, QC
- Full-time
The Scientific Research and Experimental Development (“SR&ED”) Manager (“Manager”) is responsible for assisting clients in identifying and claiming SR&ED tax credits and then assisting the…
Added 2 hours ago
NS
Executive Assistant to Zone Executive Medical Director
Nova Scotia Health Authority
Halifax, NS
- $33.34 to $40.84 CAD / hour
- Full-time
Reporting to the Medical Executive Director/Lead, the Executive Assistant provides confidential and comprehensive, executive-level support to the Medical Executive Director/Lead. This…
Added 2 hours ago
NF
Produce Operations Manager
Nature's Fare Markets
Surrey, BC
- Full-time
This position will be part of the Operations Department and report to the Director of Retail Operations. The role will work closely with the Produce Category Manager to ensure category…
Added 2 hours ago
KE
Inside Sales (Applications Champion)- Nisku, AB
Kings Energy Services Ltd
Nisku, AB
- Full-time
Take direction and fulfil responsibilities from the Director Corporate Development and Distribution
Added 2 hours ago
TM
Corporate Partnerships Manager
Toronto Metropolitan University
Toronto, ON
- Temporary
The Manager works with the Director, Business Development and Program Engagement to plan, develop, and lead the strategic relationship management with current and potential partners.

Sun Life

Director, Digital Servicing

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

Full-time

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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

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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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