VP, Planning & Transformation, CXO

Job Description

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Role: VP, Planning & Transformation, CXO

Sun Life Overview

A leading international financial services organization building trusted and lasting relationships with Clients around the world., with $1.3 trillion in assets under management, provides individuals and corporate clients with a diverse range of protection products (life and health) and wealth products (asset management, mutual funds, group pension and retirement, and individual annuity and savings). Chartered in 1865, Sun Life celebrated its 150th anniversary in 2015.

Client Experience Office (CXO) aims to build and deliver a holistic "One Sun Life" experience to Clients as we help them achieve lifetime financial security and live healthier lives. The CXO is at the heart of Sun Life focused on attracting and engaging Clients thru brand and performance marketing, engaging with Clients through the design, build, and delivery of client journeys, exceptional mobile and web channel experiences, and deepening relationships through personalized engagement across all channels and products.

To understand our Clients, we actively listen and learn by employing experts in Client experience, journey design, engagement, marketing, strategy, and digital, data and analytics.

Sun Life is a socially responsible organization with a commitment to sustainability in its practices and operations. Among other recognitions, the company appears regularly on the Global 100 Most Sustainable Corporations in the World, as selected annually by Corporate Knights.

Role Summary

Reporting to the SVP, Chief Experience, Digital and AI Officer this role will be responsible for developing and stewarding an integrated CXO vision and Client platform strategy and execution within CXO and across SL Canada. This will drive broader and deeper lifelong relationships with our Clients, while enabling Sun Life Canada business unit success. With a focus on transforming Client engagement and overseeing our Digital Enterprise and business agility, this role will build a strategic path forward to power Client, business, and productivity impact.

Key Accountabilities:

Strategic Change Leadership and Management & Enablement

• Accountable to lead in collaboration with internal and external partners, the development of annual and other strategic plans across all aspects of CXO; with a goal of realizing an enhanced horizontal E2E digital enterprise model, client experience, advisor experience, and operational excellence.

• Lead strategic change planning, organization change readiness, and communications processes for the business, engaging other leaders to ensure strategic alignment, and consistent / timely messaging.

• Be agile and DE champion for CXO and across SL – implementing DE and business agile aligned to specific measurable outcomes

Client Platform Strategy, Architecture, & Roadmap

• Lead collaboratively with broad stakeholder group the design, integration and development of a multi-year strategic plan inclusive of business architecture, technology (including digital solutions) framework and capability roadmap aligned with business strategy and priorities, and current / and emerging client and business requirements.

• Team oversight includes business architects and business analysts accountable for assisting CXO functional teams in defining or designing business capabilities, processes, functions and operating models.

• Collaborate with internal stakeholders involved in digital strategy and digital innovation to assist the development of an investment roadmap and prioritized set of initiatives and projects.

• Ensure consistency, quality and timeliness of Requirements Management Plans, Business Requirement documents and related process flow diagrams.

Client Engagement Transformation

• Create single integrated view of engagement transformation across CXO and SL and clear roadmap that aligns to platform strategy and next best action E2E journey

• Informing strategy is strategic, client and advisor insights from the analysis of external industry and client data, including both primary and secondary research – from within CXO, across SL and externally

• Collaborate with SL teams to test new “next generation” use cases for personalization and client platform so that financial risks and market potential are well understood prior to commercialization

• Provide decision support for planning activities – lead and direct the strategic analytic and reporting functions, in collaboration with partners as needed.

• Budget and investment planning / resourcing

Build a high performing and inclusive team with a strong focus on talent development

Foster an environment characterized by high levels of employee engagement within direct team and influence across CXO through centralized CXO functions. Build and maintain a diverse and inclusive workforce.

• Put in place leadership development and succession plans to provide leadership continuity. Lead capability development and performance management for the direct report team, engaging laterally where needed, and provide input on staffing, performance and development issues relative to partner functions (e.g., Technology, Finance, HR) aligned to the business.

Collaborate with leaders across CXO and Sun Life

• Instill an engagement model of transparency, accountability, aligned outcomes orientation and collaboration.

Education & Experience:

• 10-15 years of experience and understanding in: Retail Insurance, Wealth and Financial advice, evolving capabilities (data analytics, digital), (Investments, Group businesses and Client Experience Office, DBTS)

• Proven experience with digital, data, and analytics as key differentiators driving business value

• Has gained exposure to and knowledge in progressive sales concepts, supporting technologies and sales leadership/management tools and approaches.

• Ideally, the candidate will have an understanding of business and cultural differences in various regions across Canada.

• French/English bilingualism an asset.

• University degree: Advanced degree is preferred

Key Competencies:

Innovative thought leadership and a balance between strategy and execution:

• Ability to understand the fundamental business drivers in the financial services industry, anticipating change and seeing competitive opportunities in an evolving market. Leveraging both qualitative and quantitative analytic skills to identify strategic gaps and opportunities.

• Not be afraid to challenge the status quo; s/he will exhibit a mindset of creativity, determination, and an energetic drive to succeed. The candidate will have a high EQ and be “street smart”; this individual must have the ability and desire to get into the trenches, connect with clients and advisors, proactively deal with difficult issues and effectively avert escalation.

• Ability to oversee and mobilize multiple projects and excel in a fast-paced environment. S/he will demonstrate appropriate flexibility, will be comfortable with ambiguity and able to pivot from macro to micro issues, from shaping the innovation and strategy agenda through to providing day-to-day support to ideas moving through the innovation pipeline.

• Ability to build, lead, motivate and retain high performing teams. S/he will be insightful about the talent the organization needs to be successful

• Adheres to the highest standards of personal and professional integrity and will set a positive example for others.

• Proven track record of engaging and supporting business partners and stakeholders. S/he will have exceptional influencing skills and will work transparently and cooperatively with cross-functional teams, effectively engaging stakeholders, both internal and external.

Outstanding relationship building, influencing and communications skills:

• The executive presence and maturity to establish credibility externally and throughout Sun Life, demonstrating organizational savvy, political awareness and agility

• Ability to gain commitment, trust and support from others and will be able to sell ideas inside and outside the organization

• An excellent relationship builder who can relate to people at all levels both within Sun Life and externally with equal ease. S/he must be able to effectively relate to, manage and work with a variety of stakeholders, building strong partnerships.

• The ability to communicate effectively and articulate compelling messages that build shared vision and purpose.

• Excellent coach and mentor with proven success at developing leadership and management talent as well as driving transformation in ways of thinking and doing business.

Strategic digital leadership:

• Modern leader able to envision a future combining people and technology.

• High technology fluency with a solid understanding of digital sales and analytics platforms

• High proficiency in leveraging data and analytics in decision-making and strategic plans