Advisor Experience Specialist

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:

Location: Hybrid (Toronto)

You will be part of a team of Advisor Experience Specialists within the SLGI Client Services team. You will be responsible for building and executing on the team’s high performance service delivery. As a member of this elite team of representatives, you will be expected to deliver exceptional leadership and a high degree of personal accountability. You are a proven leader with experience on a dynamic and performance driven team. You are very detail-oriented with a focus on continually striving for excellence in customer service and putting the customer first. You have excellent communication skills with an ability to influence and build strong relationships with internal and external business partners.

Reporting to the Manager Advisor Experience, the Advisor Experience Specialist will work within the Sun Life Canadian Operations division to support SLGI Asset Management investment products through exceptional service excellence and high performance.

What will you do?

• Support a high-performance team by building strong relationships with top tier advisors through proactive service (inbound and outbound email and telephone correspondence)

• Provide top notch client services support to top tier financial advisors with their Mutual and Segregated fund business

• Provide timely resolution to problems or escalated requests, often requiring investigation and timely follow-up, ensuring resolution, and providing exceptional client service

• Provide support to internal and external business partners with operational inquiries, escalated problems and issues regarding SLGI mutual fund accounts, trades and processing requirements

• Positively influence the performance of the team by delivering on Key Performance Indicators (KPI), advisor satisfaction and quality

• Foster a work environment that values people and encourages participation, excellence, creativity, continuous learning, accountability and continuous improvement

• Work closely with the Operations Support Administrators and assist with the day-to-day operational duties, as required

What do you need to succeed?

• Excellent communication skills (both verbal and written) to effectively collaborate with internal operations, external stakeholders and vendor partners

• In-depth knowledge of Segregated and Mutual Funds, industry structure and best practices

• Ability to provide excellent customer service, with a demonstrated track record of exceeding customer expectations and delivering exceptional support and assistance

• Excellent planning, organizational and time management skills

• Ability to analyze complex data, interpret and present findings and solutions to leaders and other business partners

• Process-oriented and passionate about delivering on all assigned work that directly improves the Client Experience

• Ability to work flexible hours may be required to support West Coast

What's nice to have?

• Completion of Canadian Investment Fund Operations Course (CIFC) or Canadian Securities Course (CSC), or a willingness to complete course within 12 months of hiring date

• Advanced proficiency with MS Excel and other MS Office Suite products

Why you should join us under the Sun:

• We’re honoured to be recognized as a 2023 Best Workplaces in Ontario by Great Place to Work® Canada!

• 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.

• Supportive leadership who’s focused on your success and well-being.

• Sun Life ranked one of the 2023 Global 100 Most Sustainable Corporations in the World on the Corporate Knights’ 2023

• We offer a number of programs and offerings to help our Employees achieve lifetime financial security and live healthier lives, some of these include:

  • Comprehensive benefits from the day you join to meet the needs of you and your family

  • Retirement & Stock Ownership Program

  • Wellness programs that support the three pillars of your health - mental, physical, and financial

  • 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.

  • Sabbatical Program that gives you the opportunity to take up to 6 weeks off, every five years

#LI-Hybrid

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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