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:

Sun Life Financial Investment Services (Canada) Inc. (SLFISI) is one of the largest mutual fund distributors in Canada and is a member of the Canadian Investment Regulatory Organisation (CIRO). The dealership manages over $55 billion in assets under administration and is the entity through which 2,000 Sun Life Financial Distributors Inc. (CSF) advisors conduct their mutual fund business.

Reporting to the Manager, Advisor Satisfaction, this position is responsible for day-to-day management of a select group of advisors who have qualified for our leading Pathways program. The incumbent will be responsible for managing escalated and rush cases for their assigned advisor offices and building strong relationships with these contacts.

This position requires considerable mutual fund operations knowledge and superior judgement to manage a variety of complex financial transactions. Experience in the mutual fund industry, excellent customer service and partnership skills are essential to this role.

What will you do?

Manage daily requests from assigned advisor contacts ensuring the service and quality objectives are attained and exceeded on a consistent basis
Set up regular meetings with advisor offices to provide value add feedback and to gain a strong understanding of their practices and processes
Investigate complex inquiries received by our advisors
Handle advisor escalated issues by phone or email within established SLA
Partners with all teams within Dealer operations and acts on behalf of the advisor to come up with quick win-win solutions
Educate on policy and procedure when gaps are identified to ensure errors are not repeated
Develop and maintain strong, positive relationships with assigned advisor contacts to ensure Dealer is seen as an effective partner for their business
Communicate well with all Dealer partners, across all locations, to ensure a consistent advisor experience
Foster a work environment that values people and encourages participation, creativity (ex. Continuous Improvements), learning and accountability
Partner with other areas to promote understanding and knowledge exchange between business units
Be a functional subject matter expert for certain Dealer initiatives across the enterprise as needed
Analyze common issues identified and provide feedback to the field training team and the assigned advisors
Act as a champion of change
Advocate the benefits of advisor self-serve
Communicate openly with team ensuring consistency of the program is met
Identify opportunities for process change and system improvements

Metrics

Operational KPIs (error rate, productivity, CI targets etc.) of team

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
Successful completion of a university degree or equivalent post-secondary education program related to this role
3-5 years’ experience in a mutual fund operations role and proven customer service experience
Ability to work flexible hours 8 to 6pm (hybrid model)
Completion of the CSC or IFIC course is a strong asset
Relentless and demonstrated ability to find client service and efficiency opportunities
Superior communication skills to deal effectively with a variety of complex situations including upset callers
Ability to present information in an unbiased and simplified manner
Ability to be resilient and remain composed in a stressful environment, despite the volume and nature of requests
High level of resourcefulness to efficiently obtain the information required to resolve the situation at hand
Excellent negotiating and persuasion skills to defend company's position to all parties when it is unlikely everyone will be satisfied with the outcome
Ability to quickly become an expert on a specific issue when a complex and/or sensitive situation arises
Excellent organizational skills and the ability to prioritize in a rapidly changing environment
Experience managing to result along with superior time management skills
Ability to influence change and build relationships
High level of emotional intelligence and strong interpersonal skills
Strong client relationship skills and a client centric mindset
Problem solving, analytical and decision-making skills including the ability to build consensus
Excellent communication skills (written and oral) including the ability to influence and negotiate
Comfortable with ambiguity
Intermediate Tableau proficiency
Committed to ongoing personal and professional development

What's in it for you?

The opportunity to move along a variety of career paths with amazing networking potential
Flexible Benefits from the day you join to meet the needs of you and your family
We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential
We’re honoured to be recognized as a 2025 Best Workplaces in Ontario by Great Place to Work® Canada
We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

*LI-MS

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.

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

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

Salary Range:

58,000/58 000 - 93,000/93 000

Job Category:

Customer Service / Operations

Posting End Date:

05/07/2026