Client service center supervisor

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 Supervisor is responsible for leading and managing Client Service Center (CSC) operations to ensure exceptional service delivery, operational excellence, and employee engagement while meeting all established performance targets and organizational standards.

Preferred skills

• Service Leadership & Customer Focus
• Performance Management & Accountability
• People Development & Coaching
• Financial Management
• Operational Excellence
• Change Management
• Process Improvement
• Communication & Interpersonal Skills
• Multi-tasking & Time Management
• Proficiency with Salesforce, Ingenium, and other digital tools

Qualifications

• Graduate of a 4-year course
• 4-6 Years Frontline client servicing experience
• Computer literate
• Team Player
• Knowledge of financial/insurance concepts an advantage

Responsibilities

• Client Service & Operations Management
• Ensure walk-in agents, clients, and shareholders receive timely, professional, and accurate information to retain their business and generate new opportunities
• Allocate resources and manage CSC performance to maintain service level targets and standards at all times
• Implement adequate control procedures to ensure correct processing of collections and disbursements across all Lines of Business (SLOCPI, SLGFI, SLAMCI, SLFPI)
• Monitor and ensure 100% compliance to published Turnaround Time (TAT) for all transactions
• Ensure timely closure of action items from Monthly Complaints Forum within prescribed TAT
• Support mandatory logging and processing of CSC transactions in Salesforce (Policy Disbursement, Inquiries, Policy Servicing, Fund Switch/Allocation, Complaints)