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Added 17 mins ago
LG
Director of Finance
Liftsafe Group of Companies
Cambridge, ON
- Full-time
The Director of Finance is responsible for leading the accounting team, overseeing daily financial operations, and ensuring the absolute accuracy, integrity, and timeliness of monthly…
Added 1 hour ago
MF
Director, Procurement
Momentum Financial Services Group
Toronto, ON
- Full-time
From short-term loans to money transfers and prepaid cards, we power the products, technology, and operations that connect over a million customers a year to the money they need, when they…
Added 1 hour ago
IA
Director, Expedited Team
Information and Privacy Commissioner of Ontario
Toronto, ON
- Full-time
Promote the effective use of technology and data-informed approaches to improve case resolution, operational efficiency and public service outcomes.
Added 2 hours ago
M
Gestionnaire, Approvisionnement stratégique / Manager, Strategic Procurement
Marconi
Montreal, QC
- Full-time
Relevant du Directeur des opérations, le Gestionnaire, Approvisionnement stratégique est responsable de l'élaboration et de la mise en œuvre des stratégies d'approvisionnement, d'achats, de…
Added 2 hours ago
CC
Analyst, Insights and Pipeline Management
Canadian Cancer Society
Calgary, AB · Kelowna, BC · Prince George, BC · Vancouver, BC · Victoria, BC · St. John's, NL · Halifax, NS · Hamilton, ON · Ottawa, ON · Montreal, QC · Quebec, QC
- $52,000 to $59,000 CAD / year
- Full-time
…observance of data input results. Identify opportunities to leverage technology to facilitate information delivery and work alongside the DAS team to enact…
Added 2 hours ago
TB
Food Scientist, Cannabis Beverages and Edibles
Tilray Brands, Inc.
London, ON
- $60,000 to $80,000 CAD / year
- Full-time
…leading global lifestyle and consumer packaged goods company with operations in Canada, the United States, Europe, Australia, and Latin America that is leading as a transformative force at…
Added 2 hours ago
TB
Workday Analyst
Tilray Brands, Inc.
Toronto, ON
- $80,000 to $90,000 CAD / year
- Full-time
…leading global lifestyle and consumer packaged goods company with operations in Canada, the United States, Europe, Australia, and Latin America that is leading as a transformative force at…
Added 3 hours ago
SD
Director, Virtual Care Technology Applications
Shoppers Drug Mart
Mississauga, ON · Toronto, ON
- Full-time
Director, Virtual Care Technology Applications:
Added 4 hours ago
OC
Director, Asset & Maint. Mgmt
Ontario Clean Water Agency
Mississauga, ON · OCWA - Corporate Office
- Full-time
…focus areas to best support the communities that we serve. The Director of BAMS will assume lead accountability for implementing and sustaining an integrated business approach to asset…
Added 4 hours ago
C
Environmental Health and Safety Manager (EHS Manager)
Celgard
Port Colborne, ON · ABSCA – Port Colborne Plant
- Full-time
This position reports to the Sr. Environmental Health & Safety Director in our corporate North America office, working directly with local plant leadership as we continue the startup phase.
Added 4 hours ago
C
Accounting Specialist
Celgard
Port Colborne, ON · ABSCA – Port Colborne Plant
- Full-time
This position directly reports to the Finance Director.
Added 4 hours ago
W
Senior Technical Consultant
Worley
Calgary, AB · Edmonton, AB
- Full-time
The Senior Technical Consultant – Functional Safety, within the Autonomous Operations business, reports to the Technical Director of Functional Safety, Autonomous Operations, Americas. The…
Added 4 hours ago
A(
Director, Business Development
Amii (Alberta Machine Intelligence Institute)
AB · Edmonton, AB
- Full-time
Reporting to the CRO, the Director, Business Development is responsible for leading, coaching, and developing the team of Key Account Managers to relentlessly drive pipeline velocity and…
Added 5 hours ago
S
HRIS Analyst
Semperis
Toronto, ON
- Full-time
We’re looking for an HRIS Analyst to join our People Operations team. *Hands-On Workday Experience Required!
Added 5 hours ago
TU
Finance Manager
The University of British Columbia
Vancouver, BC
- $8,087.08 to $12,117.08 CAD / month
- Full-time
The Finance Manager reports to the Associate Director, Facilities Finance, and works closely with Unit and Department directors, managers and administrators to provide strategic financial…
Added 5 hours ago
7
Manager, IT
7shifts
Saskatoon, SK
- $112,000 to $169,000 CAD / year
- Full-time
Lead the day-to-day operations of the IT department while staying hands-on with employee support through Jira, troubleshooting issues and improving how we respond to and resolve requests
Added 5 hours ago
CH
Associate Director, Financial Operations
Covenant House Toronto
Toronto, ON
- Full-time
Reporting to the Chief Financial Officer, the Associate Director, Financial Operations provides operational leadership for Covenant House Toronto’s accounting, payroll, financial reporting,…
Added 5 hours ago
IH
Administrative Assistant
Interior Health Authority
Kelowna, BC
- Full-time
…team; maintaining the integrity and confidentiality of all information which flows through and is processed for management as it pertains to client care, operations, personnel, labour…
Added 6 hours ago
EN
QHSE Administrator (Contract position up to 18 months)
Echo NDE
AB · Red Deer County, AB
- Temporary
…and a high-quality product, we strive to offer leading edge technology and our team of technicians are driven to provide the highest quality…
Added 6 hours ago
CO
Network and Infrastructure Manager
City of Victoria
Victoria, BC
- From $127,530.97 CAD / year
- Full-time
- Contract
- Hybrid
…2026Closing Date: October 20, 2026, 4:30 PM PST Department: Information TechnologyWork schedule: Monday to Friday ( 35 hour work week) -Temporary - up to 24 months Salary: Pay Band 6…
Added 7 hours ago
VA
Manager, IT [EXE]
Vancouver Aquarium
Vancouver, BC
- Full-time
The IT Manager is responsible for all information and technology systems at the aquarium, including guest-facing point-of-sale, ticketing and audio-visual systems, and the network, servers,…
Added 7 hours ago
AC
Manager, Capital Planning
Alimentation Couche-Tard
Laval, QC
- Internship
…and the Investment Board. Working across functions such as Technology, Digital, Real Estate, Operations, and Finance, this role connects strategic priorities, financial returns, and…
Added 7 hours ago
R
Associate Director, Process Development
Replimune
Montreal, QC
- Full-time
The Associate Director - Process Development is responsible for managing the Process Development team at Replimune’ s Milton Park facility. The Process Development team at the Milton Park…
Added 7 hours ago
AR
Director, Marketing
ARS Responds Canada
Toronto, ON · North York, ON
- $125,000 to $150,000 CAD / year
- Full-time
Working closely with Business Development, Operations and other areas of the organization, the Director will ensure ARS presents a consistent, professional and differentiated brand across…
Added 7 hours ago
GC
Manager, District Sales
Grainger Canada
Burnaby, BC
- Full-time
W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million…

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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