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Added 13 mins ago
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Administrative Associate-EN
Guillevin
Whitehorse, YT
- Full-time
Support the manager by performing all administrative tasks: manage email and scheduling, manage billing, track and update accounts receivable.
Added 28 mins ago
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Bilingual Senior Manager, Client Finance Operations – Québec Clients
Burson
Toronto, ON
- Full-time
This existing role serves as the dedicated Senior Manager for day-to-day client finance operations across assigned Québec-based clients, with primary focus on the L'Oréal program as the…
Added 28 mins ago
T
Enterprise Account Executive
Terminal
Toronto, ON
- $260,000 to $300,000 CAD / year
- Full-time
…commonly grow their usage two to three times a year once a program is…
Added 28 mins ago
DM
Financial Analyst
Discovery Mining Ltd
Toronto, ON
- Full-time
Reporting to the Manager, Finance, the Financial Analyst supports the Financial Planning & Analysis (FP&A) and Financial Reporting functions within the Corporate Finance team. The role is…
Added 28 mins ago
CP
Full Stack Solutions Developer
CAAT Pension Plan
Toronto, ON
- Full-time
We are seeking a Full Stack Solution Developer for our Pension Solutions team. Reporting to the Manager, Enterprise Automation, the Full Stack Solutions Developer will collaborate closely…
Added 29 mins ago
AG
Business Intelligence Analyst
ATCO Group
Edmonton, AB
- Full-time
ATCO is looking for a Business Intelligence Analyst to join our Finance team and play a key role in transforming complex data into meaningful insights. Reporting to the Senior Manager,…
Added 43 mins ago
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Manager of Projects (MOP)
Jacobs
Ottawa, ON
- $168,600 to $221,325 USD / year
- Full-time
…infrastructure needs of data centers and private developers. As Manager of Projects (MOP), you will lead a portfolio of projects and serve as a key liaison with Advanced Facilities (AF),…
Added 43 mins 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 43 mins ago
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Delivery Manager
Croesus
Laval, QC
- Full-time
The Delivery Manager serves as the central point of coordination between internal teams and clients to ensure predictable execution, seamless communication, and a high-quality customer…
Added 43 mins ago
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Delivery Manager
Croesus
Montreal, QC
- Full-time
The Delivery Manager serves as the central point of coordination between internal teams and clients to ensure predictable execution, seamless communication, and a high-quality customer…
Added 43 mins ago
A
Program Manager, Transformation
Acosta
Mississauga, ON
- Full-time
The Transformation Program Manager is responsible for leading the end-to-end delivery of large-scale, cross-functional Global Business Services Transformation. This role serves as the…
Added 1 hour ago
TS
Administrative Assistant/Kettle Coordinator
The Salvation Army in Canada
Parksville, BC
- Part-time
Assists with handling and ensuring the protection of extremely confidential and sensitive employees, Corps Officers, client and/or program files/information.
Added 1 hour ago
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Director, Digital Servicing
Sun Life Québec
Montreal, QC
- Full-time
3-5 years in director-level or senior manager role leading cross-functional teams
Added 1 hour ago
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Project Assistant / Client Lead
Kinectrics
Toronto, ON
- Full-time
Reports to: Section Manager, Project Controls & PM
Added 1 hour ago
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Active Living Manager
COGIR Real Estate
Ottawa, ON
- Full-time
As our next Active Living Manager you are an energetic, vibrant, and creative leader who thrives on assessing residents' needs. You will be responsible for enhancing the quality of life for…
Added 1 hour ago
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Senior Information Security Analyst
TD
Toronto, ON
- Full-time
Completion of a Bachelor’s degree or equivalent program in Computer Science, Management Information Systems or similar field is required.
Added 1 hour ago
SAP SuccessFactors Employee Central Payroll - Senior Consultant/ Manager
EY
Toronto, ON · Ottawa, ON · AB · Calgary, AB
We are seeking a Senior Consultant / Manager with deep expertise in SAP SuccessFactors Employee Central Payroll to join our HR Technology practice. This role is designed for professionals…
Added 1 hour ago
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Branch Manager - West End
Vancity
Vancouver, BC
- Full-time
As a Branch Manager, you will lead branch operations, optimize member experience, and drive business development through exceptional people leadership and strategic execution within one of…
Added 1 hour ago
J
Manager of Projects (MOP)
Jacobs
Calgary, AB
- $168,600 to $221,325 USD / year
- Full-time
…infrastructure needs of data centers and private developers. As Manager of Projects (MOP), you will lead a portfolio of projects and serve as a key liaison with Advanced Facilities (AF),…
Added 1 hour ago
C
Administrative Support - Level II (Finance) (Telework/Hybrid)
CBC/Radio-Canada
Ottawa, ON
- Full-time
This role is a hybrid work arrangement. Work schedule to be discussed with the hiring Manager according to the guidelines defined by the department.
Added 1 hour ago
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Bilingual Registered Plans Administrator
Aviso
Toronto, ON
- $46,000 to $55,000 CAD / year
- Full-time
Matching contributions to our retirement program
Added 2 hours ago
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Personal Banking Associate Trainee
TD
Burnaby, BC
- Full-time
…within the Assigned District. Upon completion of the training program, we intend to assign you to a position which will be compatible with your training. The timing of this posting will be…
Added 2 hours ago
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Business Succession Advisor
TD
Vancouver, BC
- Full-time
…such as tax, estate planning, business valuation, corporate finance, and…
Added 2 hours ago
T
Personal Banking Associate Trainee
TD
Victoria, BC
- Full-time
…within the Assigned District. Upon completion of the training program, we intend to assign you to a position which will be compatible with your training. The timing of this posting will be…
Added 2 hours ago
T
KYC Business Insights & Enablement
TD
Toronto, ON · Markham, ON
- Full-time
…support the oversight of the Bank's Know Your Customer (KYC) Program. This role is responsible for transforming complex data into meaningful insights that strengthen risk oversight, inform…

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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