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Added 55 mins ago
R
Manager, Scientific Research and Experimental Development
Ryan
Saskatoon, SK
- Full-time
…and claiming SR&ED tax credits and then assisting the SR&ED Director in defending those credits when necessary in the context of a review by the Canada Revenue Agency (CRA). The work is…
Added 55 mins ago
OL
Client Service Coordinator
Oxford Learning Stoney Creek
AB · Edmonton, AB
- Full-time
…course, the students! You will work directly with the Centre Director as a key staff member with the following…
Added 55 mins ago
OL
Full-Time Education Coordinator
Oxford Learning Stoney Creek
AB · Edmonton, AB
- Full-time
…course, the students! You will work directly with the Centre Director as a key staff member with the following…
Added 55 mins ago
BI
Branch Sales Manager - Supply Chain / MUST have Sales experience
Barbachano International, Inc.
ON · Ontario, Canada
- Full-time
…high-performing distribution branch. Reporting to the Senior Director of Branch Operations, this leadership role will oversee warehouse operations, procurement, inventory management,…
Added 55 mins ago
HR
Senior Project Manager
Hitachi Rail
Toronto, ON
- Full-time
Coordinate the team regarding resources allocations within the projects with the Project Portfolio Director / Project Director,
Added 4 hours ago
GE
E-Commerce Account Coordinator
Globe Electric
Montreal, QC
- Full-time
Added 4 hours ago
RG
DIRECTOR OF SALES AND OPERATIONS
Rank Group
Halifax, NS
- Full-time
We are seeking a results-driven Director of Sales & Operations to lead and optimize performance across our 4 retail stores (3 brands – Gallery 1 Furniture, Ashley HomeStore, Worldwide…
Added 4 hours ago
OV
General Manager | Full-Time | Canada Life Place
Oak View Group
London, ON
- Full-time
Meets regularly with the Director of Marketing to discuss publicity, show promotion, suite sales, and group experiences issues and needs.
Added 5 hours ago
OY
Part time to fulltime Director of Marketing and Sales of Homecare Services in Montgomery and Chester Counties
One You Love Homecare Windermere
Love, SK
- Full-time
- Part-time
The Director of Sales is responsible for generating new business, cultivating referral relationships, and increasing awareness of our services in the local community. This role focuses on…
Added 5 hours ago
AH
Assistant Director of Front Office
Arlo Hotels
Front of Yonge, ON
- Full-time
Arlo Hotels an independent lifestyle hotel is now actively seeking a dynamic Assistant Director of Front Office.
Added 5 hours ago
OL
Full-Time Education Coordinator
Oxford Learning Centres Inc.
AB · Edmonton, AB
- Full-time
…course, the students! You will work directly with the Centre Director as a key staff member with the following…
Added 5 hours ago
OL
Client Service Coordinator
Oxford Learning Centres Inc.
AB · Edmonton, AB
- Full-time
…course, the students! You will work directly with the Centre Director as a key staff member with the following…
Added 5 hours ago
OY
Part time to fulltime Director of Marketing and Sales of Homecare Services in Montgomery and Chester Counties
One You Love Homecare Rockwall - Heath
Love, SK
- Full-time
- Part-time
The Director of Sales is responsible for generating new business, cultivating referral relationships, and increasing awareness of our services in the local community. This role focuses on…
Added 5 hours ago
HT
Trade Compliance Program Manager
Husky Technologies
Bolton, ON
- Full-time
As the Global Trade Compliance Program Manager, you will report to the Director, Global Trade Compliance & Customs and serve as the program lead for enterprise-wide trade compliance…
Added 5 hours ago
J&
Director, Global Public Affairs
Johnson & Johnson
NB · Brunswick, NB
- Full-time
Johnson & Johnson is currently searching for the best talent to join our team as a Director, Global Public Affairs, one of three Therapeutic Area-aligned roles supporting Oncology,…
Added 5 hours ago
FC
General Manager
FEIN Canada
Oakville, ON
- Full-time
Previous General Manager experience is welcome, but it is not required. You may be a Sales Director, Commercial Director, Business Unit Leader, Regional Manager, or National Sales Manager…
Added 5 hours ago
VG
Senior Software Engineer - AI/ML
Veralto Global
Vancouver, BC · London, ON
- $120,000 to $145,000 CAD / year
- Full-time
Reporting to the Director of Engineering & Predictive Analytics, the Senior Software Engineer will contribute to the technical development of Aquatic Informatics' predictive analytics…
Added 5 hours ago
M
Représentant(e) du service à la clientèle – Santé animale / Customer Service Representative – Animal Health
Merck
Kirkland, QC
- Full-time
Added 7 hours ago
Business Development Manager (Everclean)
Kandor
ON
You'll also prepare weekly sales reports, maintain accurate expense records, archive proposals for easy team access, stay sharp on industry trends, and contribute to budget and forecast…
Added 7 hours ago
AI
National Director of Business Development
AutoCanada Inc.
Edmonton, AB · Montreal, QC · Calgary, AB · ON
- $120,000 to $170,000 CAD / year
- Full-time
Added 9 hours ago
AC
Director, B2B and Commercial Platforms, Canada
Alimentation Couche-Tard
Laval, QC
- Full-time
As Director, B2B and Commercial Platforms, Canada, you will lead the strategy, development, and growth of Canada’s commercial B2B platforms across fuel, car wash, High-Speed Diesel (HSD),…
Added 9 hours ago
HR
Senior Project Manager
Hitachi Rail
Toronto, ON
- Full-time
Coordinate the team regarding resources allocations within the projects with the Project Portfolio Director / Project Director,
Added 9 hours ago
HM
Media Coordinator
Havas Media Network
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
…teams and specialists. This role reports to the Investment Director and will support the larger Activation…
Added 9 hours ago
D
Director, Partner Solution Engineer
Docker
Remote, Canada
- Full-time
- Remote
As Director of Partner Solution Engineering, you will lead a high-performing technical organization responsible for driving partner enablement, joint go-to-market initiatives, and technical…
Added 9 hours ago
A
Director of Communications and Strategic Partnerships
AccorHotel
Jasper, AB
- Full-time
We are seeking a visionary Director of Communications & Strategic Partnerships to shape and elevate the resort's global profile as a leader in transformative wellness and luxury…

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

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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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