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About the Role

Prospr by Sun Life is a growth channel offering personal advice from salaried advisors. The Manager, Service to Sales leads the Service to Sales team, translating Prospr priorities into clear team objectives, building a high-performing and inclusive team, and delivering a client experience that supports service excellence and sales opportunity identification. The manager will coach and manage day-to-day performance, strengthen operational discipline, use data and insights to improve outcomes, and partner with stakeholders to remove barriers, improve processes, and support sustainable business results.

Responsibilities

Lead, coach and develop a team of IWAs and SSAs to deliver best-in-class service while identifying appropriate sales opportunities for Prospr Advisors.
Set clear expectations, reinforce accountability, and provide timely, direct and actionable feedback through regular 1:1s, team huddles and performance conversations.
Build and monitor development plans that support role proficiency, career growth and readiness for evolving Prospr capabilities.
Create an inclusive team environment where different perspectives are encouraged, barriers are surfaced, and employees are supported through change.
Manage performance issues proactively and fairly, partnering with HR and leadership as required.
Strengthen the team’s ability to understand client needs, resolve inquiries, and identify relevant opportunities across life, health and wealth solutions.
Ensure the team has the product, process and marketplace knowledge required to support the client journey from application through claim or post-sale service.
Oversee campaign delivery and follow-through, ensuring set-up, maintenance and client outreach activities are executed consistently.
Promote a client-first mindset and fair treatment of clients through coaching, quality review and issue resolution.
Monitor core performance indicators such as talk time, inbound and outbound call volume, service levels, pending applications, approval rates and other operational measures.
Lead daily workforce planning and scheduling decisions to align staffing coverage with call volumes and business needs.
Identify process gaps, control needs, automation opportunities and knowledge requirements that improve productivity, quality and client outcomes.
Triage client inquiries or escalations to the appropriate resolution channel and ensure follow-up is clear, timely and well documented.
Partner with Analytics and business stakeholders to close data gaps, interpret trends, recommend improvements and share insights with leadership.
Support the implementation of new capabilities, overseeing the development of business requirements and change management initiatives to support smooth adoption within the team.
Translate Prospr strategy into practical team priorities, operating routines and measurable outcomes.
Work alongside Prospr Sales Managers and cross-functional partners to align service, sales and operational execution.
Support change by communicating the “why,” clarifying impacts for the team, and refocusing objectives and routines when priorities shift.
Contribute to leadership discussions with clear insights, recommended actions and a balanced view of client, employee, risk and business impacts.

Requirements

Proven people leadership experience in a licensed contact centre, service, sales support or financial services environment.
Strong coaching, performance management and employee development capability, including experience setting goals, monitoring performance and giving actionable feedback.
Sound knowledge of Sun Life Individual Insurance and Investment products, with the ability to support service-to-sales conversations and client-focused outcomes.
Strong operational judgment, analytical ability and comfort using data to identify trends, root causes and improvement opportunities.
Excellent communication, facilitation and stakeholder management skills, with the ability to keep discussions focused, constructive and action-oriented.
Strong planning and prioritization skills, including workforce planning, scheduling and operating discipline in a fast-paced environment.
Knowledge of Salesforce.com or a comparable Client Relationship Management platform.
Bilingualism (French, English, both oral and written) is required for Quebec only.
Travel may be required.
Flexibility to support extended-hours service operations.

Skills

Salesforce.com or a comparable Client Relationship Management platform
Coaching
Performance management
Employee development
Workforce planning
Scheduling
Operational discipline
Communication
Facilitation
Stakeholder management
Analytical ability
Data analysis
Process improvement
Change management

Location

Quebec

Work Type

Hybrid
Full-time

Experience Level

Manager

Salary/Compensations

80,000 - 128,000

Benefits

Competitive salary
Annual incentive plan (AIP)
Comprehensive benefits
Employee-matched pension plan
Stock purchase plan

About the Company

Sun Life is driven by its Purpose: helping Clients achieve lifetime financial security and live healthier lives.
Values: caring, authentic, bold, inspiring, and impactful.
We are 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.

Equal Opportunity

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.