Program director Jobs in Waterloo, ON

Job Description

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Location: hybrid

Sun Life Canada is on an exciting journey of innovation and transformation to deepen our commitment to our One Sun purpose: to help Clients achieve lifetime financial security and live healthier lives. The New Business & Underwriting team oversees Life and Health insurance applications across multiple channels and client segments. From initial submission through underwriting decisions, issuance, and final settlement, this team ensures a seamless, client centric experience.

Role Overview

We are seeking an experienced Manager to lead the New Business Shared Services team of 18 employees. The Manager, New Business Shared Services is a skilled and energetic individual who excels at building relationships, is outcome-oriented and a champion of continuous improvement.

Reporting to the Director, New Business & Underwriting, this position provides leadership across the Tele-Interview, Vendor Support, Reinsurance Support, and Training and Capability functions, ensuring operational excellence, driving continuous improvement, and supporting the delivery of exceptional service to advisors and Clients.

What You'll Do

Operational Leadership

• Oversee day-to-day operations across Tele-Interview, Training and Capability, Reinsurance, and vendor management functions to consistently meet or exceed service performance targets
• Manage team performance and service and quality objectives on an intraday and proactive basis, taking action on emerging issues
• Optimize workforce planning and resource allocation to support evolving New Business & Underwriting objectives

People Leadership

• Build and develop a high-performing team across shared services functions, focusing on delivering business results
• Foster a positive, inclusive work environment that values people and encourages participation, creativity, learning, and accountability

Advisor & Client Service

• Champion a Client-centric culture across all shared services functions, ensuring consistent experience for advisors and Clients
• Partner effectively with all sites and external vendors to resolve issues and achieve service standards
• Interact directly with Clients and advisors as required to support complex cases and service recovery

What You Need to Succeed

Qualifications & Experience

• 4+ years of experience leading operational teams with superior time management skills
• Strong communication and influencing skills with the ability to collaborate effectively across teams
• Demonstrated ability to analyze data and make sound, data-driven decisions
• Proven problem-solving, analytical, and decision-making skills with a customer service and efficiency focus
• 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 includes managing both French and English-speaking staff (Quebec and outside Quebec) and providing daily support to the team

Assets / Nice to Have

• Knowledge of individual insurance products, processes and services
• Experience with process improvement methodologies
  

Why Join Us

• A caring, supportive, and inclusive culture
• Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.
• Flexible Benefits from the day you join to meet the needs of you and your family
• Stock Ownership Program gives you the chance to invest in Sun Life and get a company match.
• In 2025, Sun Life ranked among the top 100 most sustainable global corporations by Corporate Knights for the 16th consecutive year, leading Canadian insurers