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Added 2 mins ago
SD
Front Store Manager, Salaried Full Time Day Greenlight Requisition
Shoppers Drug Mart
Toronto, ON
- Full-time
…customer service, manages all process and procedures utilizing financial resources and ensures store objectives are…
Added 2 mins ago
SD
Front Store Manager, Salaried Part Time Day
Shoppers Drug Mart
Toronto, ON
- Part-time
…customer service, manages all process and procedures utilizing financial resources and ensures store objectives are…
Added 2 mins ago
SD
Front Store Manager, Salaried Full Time Flexible Shifts
Shoppers Drug Mart
Calgary, AB
- Full-time
…customer service, manages all process and procedures utilizing financial resources and ensures store objectives are…
Added 2 mins ago
SD
Front Store Manager, Salaried Full Time Day
Shoppers Drug Mart
West Kelowna, BC
- Full-time
…customer service, manages all process and procedures utilizing financial resources and ensures store objectives are…
Added 2 mins ago
SD
Front Store Manager, Salaried Part Time Flexible Shifts
Shoppers Drug Mart
Mississauga, ON
- Part-time
…customer service, manages all process and procedures utilizing financial resources and ensures store objectives are…
Added 2 mins ago
SD
Front Store Manager, Salaried Full Time Day Greenlight Requisition
Shoppers Drug Mart
Beaumont, AB
- Full-time
…customer service, manages all process and procedures utilizing financial resources and ensures store objectives are…
Added 2 mins ago
SD
Senior Director, Pharmacy Experience and Transformation
Shoppers Drug Mart
Toronto, ON
- Full-time
Reporting to the VP, Pharmacy Operations, Clinical Excellence and Transformation, the Senior Director, Pharmacy Experience and Transformation will lead the strategy and execution of…
Added 5 mins ago
SD
Sr. Director, Pharmacy Services and Virtual Care
Shoppers Drug Mart
Toronto, ON
- Full-time
…closely with the Digital Health and Clinical Operations teams. Reporting to the Vice President, Pharmacy Services & Strategic Initiatives, you will work collaboratively with…
Added 5 mins ago
EC
Product Specialist- Circuit Breakers and OEM Integration
Eaton Corporation
Burlington, ON
- Full-time
…accurate forecasting, while recognizing the operational and financial impacts to product line performance. You are detail-oriented and analytical, with strong reporting skills and…
Added 5 mins ago
D
Manager, Fund Accounting
Dream
Toronto, ON
- Full-time
We are always looking for the best and brightest to join our thriving community. This role will report to the Chief Financial Officer and will be responsible for the preparation and review…
Added 12 mins ago
CA
Junior Accountant
Centennial Auto Group
Summerside, PE
- Full-time
Strong understanding of accounting principles and financial reporting.
Added 18 mins ago
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Senior Manager, Content Development and Production (French Services) (On Site)
Radio-Canada
Saguenay, QC
- Full-time
Radio-Canada’s multimedia station in Saguenay is seeking a Senior Manager, Content Development and Production. Reporting to and working collaboratively with regional leadership, you will…
Added 18 mins ago
C
Senior QA Automation – SDET
CGI
Toronto, ON
- Full-time
Work with QA leadership to define appropriate quality metrics and provide regular reporting on automation and virtualized assets.
Added 18 mins ago
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Stage coopératif - Hiver 2027: Gestionnaire de projet (4 mois)
CGI
Montreal, QC
- Full-time
Develop, manage, and consolidate project plans to ensure the optimal utilization of financial and material resources.
Added 20 mins ago
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Associate, Corporate Banking (Real Estate)
TD
Toronto, ON
- Full-time
Review compliance reporting, loan/product documentation (Credit Agreements, ISDAs), identify and communicate credit risk issues, legal concepts, and solutions effectively.
Added 20 mins ago
MI
Rep, Territory Sales Canada
MasterBrand, Inc.
Regina, SK · SK · Saskatchewan - Field (ON)
- Full-time
Monitor and track performance of products, programs, and relationships, while measuring financial impact.
Added 20 mins ago
FC
Consultant, Restructuring - Montreal
FTI Consulting
Montreal, QC
- Full-time
Added 20 mins ago
FC
Senior Consultant, Restructuring | Corporate Finance
FTI Consulting
Toronto, ON
- Full-time
In FTI Consulting’s Corporate Finance segment, we focus on our clients’ strategic, operational, financial, and capital needs by addressing the full spectrum of financial and transactional…
Added 20 mins ago
FC
Executive Assistant II, Corporate Finance
FTI Consulting
Toronto, ON
- Full-time
In FTI Consulting’s Corporate Finance organization, we focus on our clients’ strategic, operational, financial and capital needs by addressing the full spectrum of financial and…
Added 20 mins ago
Manager, Corporate Financial Reporting | Great West
The Canada Life Assurance Company
Winnipeg, MB · London, ON
Are you a CPA who enjoys turning financial insights into business decisions? We're looking for an experienced finance leader to oversee expense management and financial planning for a large…
Added 20 mins ago
B
Sr. Tech Lead - Application Development N 4D
BrightClaim
Montreal, QC
- Full-time
…Procurement, Expenses, Projects, Revenue Management, Inventory, Financial Reporting, and Asset…
Added 20 mins ago
B
Global Relationship Manager- 3
BrightClaim
ON
- Full-time
Automation Technology, Business Consulting, Customer Relationship Management (CRM), DevOps, Digital Business Strategy, Financial Analysis Reporting, Global Business Strategies, Sales, Sales…
Added 24 mins ago
SF
Development and Communications Officer
Stars for Life Foundation Inc.
Charlottetown, PE
- Full-time
The Stars for Life Foundation is looking for a Development and Communications Officer. Reporting to the Board of Directors, the Development and Communications Officer will cultivate and…
Added 35 mins ago
IG
Senior Financial Analyst
Inland Group of Companies
Truro, NS · ITH Truro
- Full-time
The Senior Financial Analyst supports the Manager, Financial Planning & Analysis in the preparation of budgets, forecasts, internal reporting, and financial analysis across the Inland Group…
Added 39 mins ago
IR
Senior Regulatory Advisor
Island Regulatory and Appeals Commission
Charlottetown, PE
- Full-time
Reporting to the Director of Finance and Regulatory Affairs, the Senior Regulatory Advisor supports the Commission with its regulatory mandate and contributes to informed, evidence-based…

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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