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Added 4 mins ago
SH
Cafe Supervisor, Neighbours
Starwood Hotels
Mayfair, SK
- Full-time
…enthusiastic and hands-on Café Supervisor to support the Café Manager in the day-to-day running of our café, ensuring every guest enjoys a welcoming and memorable…
Added 4 mins ago
CC
Plant Manager
Carlisle Construction Materials
Crossfield, AB
- Full-time
The Plant Manager is accountable for the site team, overall manufacturing processes, and the physical facility. This includes accountabilities for Safety, Quality, Delivery, Cost, People,…
Added 4 mins ago
CG
Senior Operations Accountant
Cronos Group
Kingsville, ON
- Full-time
Provide financial partnership with the Operations Manager & COO, compile and analyze financial data to identify trends and provide insights for decision-making.
Added 4 mins ago
NI
Senior Sales Coordinator
Nawkaw Inc.
Mississauga, ON
- Full-time
Your primary focus is the sales team and the processes that keep sales moving. The Sales Manager has separate Executive Assistant support; you will step in with sales-related administrative…
Added 4 mins ago
MJ
Jewelry Store – Operations Manager (Retail Multi-Location)
Mulu Jewelry
Markham, ON
- $55,000 to $65,000 CAD / year
- Full-time
Luxury Jewelry Operations Manager – Multi-Location Mulu Jewelry | Greater Toronto Area
Added 5 mins ago
SD
Pharmacy Manager, Hourly Full Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
New Glasgow, NS
- Full-time
To manage the overall operations of the Pharmacy, including providing consultation to both customers and health care providers, practice to full scope in providing professional services,…
Added 5 mins ago
LC
Grocery Department Manager Full Time Day Greenlight Requisition
Loblaw Companies Limited
Calgary, AB
- Full-time
We’re looking for Talented Passionate Leaders with a proven record of delighting customers and growing sales. As a Manager in, you will have an immediate impact on sales and customer…
Added 20 mins ago
P
Customer Success Manager
Pontosense
Toronto, ON
- Full-time
Added 20 mins ago
P
Office Manager
Pontosense
Toronto, ON
- Full-time
You run the operations behind the team. Onboarding, offices, events and contracts go through you, and you support Finance, Supply Chain and Customer Success where they need a steady hand.…
Added 20 mins ago
P
Supply Chain Manager
Pontosense
Toronto, ON
- Full-time
As we double, this role can grow into leading Operations, with a team of your own.
Added 35 mins ago
PI
QA/QC Manager
Promart Industrial
Sarnia, ON
- Full-time
We need a QA/QC Manager who is excited by that challenge and wants to help us build something exceptional.
Added 35 mins ago
S
Rotating Equipment Manager
Shell
Scotford, AB
- Full-time
The Rotating Equipment Manager provides technical leadership across rotating equipment disciplines, driving the implementation of programs that enhance equipment performance and…
Added 35 mins ago
S
Asset Integrity Manager
Shell
Scotford, AB
- Full-time
The Asset Integrity Manager is responsible for overseeing and ensuring the effectiveness of the Pressure Equipment Integrity Management system to minimize process safety and reliability…
Added 50 mins ago
Product Manager - Des Moines, IA
Hubbell Incorporated
Edmonton, AB
Experience working collaboratively across engineering, sales, manufacturing, and operations
Added 1 hour ago
WB
Assistant Manager: Ski & Ride School - Salary
Whistler Blackcomb
Whistler, BC
- Temporary
…experience of a lifetime. Responsible for supervising school operations, Ski School Assistant Managers are devoted leaders committed to staff development and guest…
Added 1 hour ago
WB
Fine dining Supervisor Steeps Grill
Whistler Blackcomb
Whistler, BC
- Temporary
The Steeps Supervisor is responsible for supporting the management team in leading the operations and a team of up to 50 employees at Whistler Mountain’s 125 seat full-service restaurant…
Added 1 hour ago
HH
Saint John Radiation Therapist 5 (RD05) PCN 1251173
Horizon Health Network
Saint John, NB
- Full-time
The Manager demonstrates a positive leadership role while effectively managing areas of responsibility and integrating the values, vision and goals of Horizon Health Network within a…
Added 1 hour ago
C
Talent Acquisition Advisor - manufacturing operations
Cascades
Toronto, ON
- Full-time
Join VANESSA DAVIS's team as a Talent Acquisition Advisor - manufacturing operations in Toronto and help build a more sustainable future.
Added 2 hours ago
RM
Manager, Human Resources
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Ross Memorial Hospital is seeking an experienced and highly motivated HR Manager to join our Human Resources team. This is an exciting opportunity for a practical, hands-on HR professional…
Added 3 hours ago
HT
Manager, Internal Controls
Husky Technologies
Bolton, ON
- Full-time
Working with Internal Audit and the global Finance and Operations teams, the Manager, Internal Controls will play a critical role in Husky’s global financial reporting. This includes the…
Added 3 hours ago
HT
IT Internal Auditor
Husky Technologies
Bolton, ON
- Full-time
…efficiency and effectiveness in financial processes, business operations and major initiatives. You will play a key role within the Internal Audit Department to test the effectiveness of…
Added 4 hours ago
IC
Quality Assurance Specialist- EN
IAMGOLD Corporation
Gogama, ON
- Full-time
IAMGOLD is a Canadian-based gold mining company with operations and development projects across North America and West Africa. With flagship operations such as the Côté Gold Mine in Ontario…
Added 4 hours ago
OF
Kitchen Manager
Opaa! Food Management
Buffalo, AB
- Internship
The Kitchen Manager is responsible for directing the day-to-day operation of the kitchen to ensure Opaa! standards are met and maintained, and the kitchen is compliant with all safety and…
Added 4 hours ago
G
Director Medical Writing Asset Lead
GSK
Mississauga, ON
- Full-time
Excellent understanding of clinical operations / medical writing processes, and ICH/GCP and global regulatory guidelines for drug development and approval.
Added 4 hours ago
Strategic Partner Manager, Data Strength, Global Channel Partners
Google
Toronto, ON
As a Strategic Partner Manager, you will be a key driver of data strength product adoption growth. You will manage partnerships with global tech consultancies and platforms to advance our…

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

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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