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Date Listed 29-Nov-16
Address , Waterloo, ON,
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Job Offered By Professional Employer
Company Sun Life Financial
Job Type Please Contact

The Manager, Group Retirement Services (GRS) Operations, Plan Team provides leadership, direction and decision making for an internal team that ensures the delivery of a consistent quality customer service for all of our GRS Partners. The Manager is accountable for the quality delivery of service and the execution of plan set up activities to support onboarding of new business to SLF and changes to existing business. Responsible for identifying, developing and implementing continuous improvements to current processes, anticipate and mitigate risk ensuring technology and tools are provided to meet these standards. The Manager will participate in departmental, intra divisional and company-wide projects and ensures implementation of strategic initiatives and process changes with a view to measurable and sustainable improvements in service delivery. The Manager is responsible for their team&'s resource and staffing plans. They will ensure that the team is motivated, coached, developed and skilled to meet the performance targets.
Responsibilities:
. Build strong client relationships through effective and proactive service along with efficient and accurate handling of requests. Responsible for overall client experience and will interact with all stakeholder groups to ensure that day to day operations run smoothly and that all new or changing client initiatives are implemented properly. . Monitor performance targets and service level. Take appropriate actions to maximize resources and meet service standards.. Responsible for hiring staff and develop team competencies by providing constructive feedback and coaching to team members. Follow HR policies and Performance Management Program to monitor performance and leverage the talent within the team. . Takes a proactive approach to client issue resolution to understand root cause and prevent future occurrences. Required to identifying areas for improvements influencing internal and external demand to propose optimal solutions and focus on continuous improvement. . Ensure that all control accounts are kept current and appropriate action is taken to meet the required service standards.. Monitor budget expenses closely and maximize uses of resources in order to meet budget target. . Drive change to support company policy/business goals. Keep the team informed and up-to-date and share relevant information in a timely fashion. . Monitor activities of the team on a daily basis and interact with employees, promote an open communication.. Support the Brighter Way Management System (BWMS) tools and techniques and coach / support staff as required through all BWMS activities
Skills:
. Proven leadership capability with a strong results orientation. Excellent communications skills (written and oral) including the ability to negotiate and influence. Strong coaching, and performance management skills . Outstanding customer service skills. Ability to influence and manage change . Strong problem solving, analytical and decision making skills including the ability to build consensus. Strong organizational skills and ability to prioritize. Demonstrated initiative and creativity. Technically oriented, detailed and comfortable with ambiguity . Experienced in project management . Extensive knowledge of Groups Retirement Products, processes, services, investments and related legislation . Knowledge of BWMS tools and techniques

Group Retirement Services is Canada&'s leading provider of defined contribution retirement savings plans, helping 1.2 million Canadians preparing for, and in retirement.

Being an industry leader and helping millions of Canadians with their savings and retirement goals is a profound responsibility. We acknowledge that responsibility with respect, confidence and passion - and we are looking for a high performing and talented individual to help us remain competitive.

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

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We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.Please click here to Apply On-Line.
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Sun Life Financial
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