Description:
We are looking for a Bilingual Team Lead to join the SLFD New Business Issue Team focussed on service excellence, collaboration and innovation. This role is responsible for the day to day operations management and leadership of a team of Issue Representatives that provide service to our Sun Life Financial advisors and clients.
You will be part of an ambitious, driven and data-focused New Business Issue team. If you have a passion for providing excellent service and enjoy working in a fast paced environment we’d love to speak with you!
What will you do?
- Lead, develop, and motivate a team of Issue Representatives.
- Manage workflow and resources to consistently meet our service standards for both quality and speed.
- Create an environment of innovation and creativity that leads to continual process and service improvements.
- Be an active member of the New Business leadership team and a role model for New Business employees.
- Help staff assess their career objectives and support developmental needs in achieving those objectives.
- Responsible for the selection and development of new team members.
- Provide support on escalated cases and skillfully handle service recovery situations.
- Lead certain projects or initiatives that support our department goals.
What do you need to succeed?
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position reports to a unilingual English-speaking manager outside Quebec.
- Strong leadership skills
- Strong organizational skills to manage workflow daily and to optimize the abilities of the team in meeting service commitments for quality and speed.
- Ability to manage and support change effectively.
- Good knowledge of CSW and associated processes.
- Good understanding of the New Business mandate and functions.
- Passion for delivering excellent service.
- Strong verbal and written communication skills.
- Collaborative spirit in working with reporting staff and peers to find innovative solutions.
- Ability to create an open and creative environment with reporting staff.
- Adaptability to be able to react to changing circumstances and inspire your team to meet new challenges.
- Ability to assess team members' strengths and developmental needs and deliver motivating feedback to inspire reporting staff to thrive and grow.
- Monitor and support risk management and associated controls for the Case Management functions