Bilingual Team Lead, Service to Sales

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. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Prospr by Sun Life is looking for a bilingual Client-focused leader to manage Prospr's Service to Sales team. This team consists of Insurance and Wealth Associates (IWAs) and Sales Support Administrators (SSAs). As a key contributor to the ongoing success of Prospr by Sun Life, you will be responsible for coaching, managing, and leading this engaged and high performing team. Reporting to the Director, Strategic Initiatives and Sales Enablement, the Team Lead, Service to Sales will play a major role in shaping the Prospr Client experience and contributing to business objectives.

Given that this role is part of Prospr by Sun Life, what is Prospr by Sun Life exactly?

Prospr by Sun Life is a growth channel for Sun Life. Prospr by Sun Life offers personal advice from salaried advisors available by phone for extended hours. These advisors are licensed in both insurance and wealth.

What will you do?

Performance management

• Coach, manage and lead a team of Insurance and Wealth Associates (IWAs) and Sales Support Administrators (SSAs) to deliver best in class service to Prospr by Sun Life Clients while identifying sales opportunities for Prospr Advisors.

• Manage IWA and SSAs through the following actions:

  • Closely monitor team activities, maintain a strong pulse on key performance metrics such as talk time, inbound and outbound call volume.

  • Lead team huddles, providing day-to-day direction to the team.

  • Work force planning and scheduling to suit daily call volumes.

  • 1:1 coaching and performance management.

• Proactively identify knowledge requirements and process improvements for the team to increase productivity.

Client Engagement

• Provide training and support to continuously improve service interactions throughout the client journey, from the point of application to claim.

• Develop the team's ability to uncover client needs and identify new sales opportunities with existing clients.

• Maintain team understanding of relevant life, health, and wealth products, in addition to marketplace trends.

• Oversee campaign delivery, ensuring that set-up and ongoing maintenance activities are followed.

Operational Improvement

• Provide insights on the day-to-day service to sales function alongside Prospr Sales Managers, ensuring an optimal Client experience and achievement of business results.

• Oversee outcomes for pending applications, preparing reporting and insights to increase approval rates.

• Identify and triage client inquiries or escalations to Resolution Case Manager

• Look for opportunities to strengthen Prospr operational processes (automation, controls, etc.)

• Relentless focus on data and insights for the team - collaborate with Analytics team, drive to close data gaps, analyze results, provide feedback, and recommend improvements to leadership.

What do you need to succeed?

• Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide.

• Sun Life Individual Insurance and Investment product knowledge

• Strong coaching and performance management skills within a licensed Contact Centre environment.

• Excellent interpersonal skills and proven ability to collaborate across all levels.

• Strong decision making, analytical, organizational, and presentation skills.

• Excellent communication skills, both written and verbal.

• Knowledge of Salesforce.com platform for Client Relationship Management (CRM).

What's in it for you?

• The ability to be part of a new and evolving Prospr by Sun Life Team - you will be contributing to shaping the future of the business!

• The chance to work in a positive, dynamic, and collaborative work environment where you are encouraged to share your ideas and be heard.

• A competitive salary and annual incentive plan (AIP).

• A comprehensive benefits package including:

  • Medical, dental, life, and disability insurance,

  • employee matched pension plan,

  • stock purchase plan.

• Be a member of a team committed to continuous improvement as well as personal growth and career development.

Additional Requirements

• Travel may be required

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.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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

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