Service Representative Manager
Sun Life Financial
Toronto, ON
At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. Follow a path that lets your talents shine.

Job Description:
As the Service Manager, you are responsible for a team comprised of Service Representatives and Service Assistants, who are responsible for the efficient, effective and professional servicing of clients. Reporting to the Regional Vice President, National Accounts, you are accountable for service excellence and best practices for group benefits clients in the Ontario Central Region. Collaborating with plan sponsors, members, consultants and advisors, Sun Life Group Benefits today provides complete benefit coverage to one in every six Canadians. Your primary role is to lead the team to quality client servicing by: ensuring accurate staffing, setting objectives, coaching and motivating staff to reach overall service results, providing guidance in problem solving, reviewing performance and controlling the expense and budgets. You will need the ability to identify and implement change, make process improvements and monitor the team to ensure it is effective, efficient and customer focused. You will also work closely with our Account Executives.

What will you do?

Collaborate with the National Accounts leadership and Business Development team to develop and deliver on the annual business plan for Sun Life’s National Accounts service in the Central Region.
Develop and cultivate a healthy, high performance culture with high levels of engagement from talented people who are excited to grow their careers and surpass objectives.
Motivate, recruit, retain and develop your staff, providing leadership and coaching to staff to ensure employees have the competencies to succeed.
Create an environment that promotes team member accountability and autonomy as well as encourage and promote a multitasking, efficient team environment.
Develop goals and objectives that align with Business Development goals and deliver consistently in these areas.
Maintain open communication with other regional centres to share process improvement ideas and best practices, as well as manage or participate in different projects as they arise.
What do you need to succeed?

Demonstrated ability to lead, coach, mentor and develop people to reach their full potential in a highly demanding environment
A skilled communicator, negotiator, and influencer who consistently develops strong long-term trusted internal and external relationships.
Committed to the highest standards of business ethics and good governance.
Minimum of 5 years of experience within the Group Benefits industry demonstrating strong knowledge of Group Benefits service and best practices.
Post-Secondary degree in related field or equivalent experience
Must have valid driver’s license and be willing to travel daily when required
CEBS certification is an asset
What’s in it for you?

Wellness programs that support the three pillars of your health – mental, physical and financial
Working together, sharing common values and encouraging growth & achievement
A friendly, collaborative and inclusive culture
An environment of continuous learning and improvement
Position is located downtown Toronto

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

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:
67,400/67 400 - 110,100/110 100

Job Category:
Customer Service / Operations

Posting End Date: