Manager, Disability Solutions and Service Excellence

Manager, Disability Solutions and Service Excellence

Posted in Toronto, Montreal, Waterloo, Calgary, Edmonton or Vancouver.

Reporting to the Director, Disability Solutions and Service Excellence, the Manager will lead a team of Disability Solution and Problem Resolution Consultants. The team provides exceptional client service, drives continuous improvement, and collaborates with key stakeholders including Client Advocacy and Business & Market Development. In a dynamic client‑focused, agile environment, they deliver marketing and sales‑related content, differentiate Sun Life, and create excellent service experiences for clients facing problems.

What will you do?

• Lead and develop a high‑performing team, setting clear expectations and fostering accountability.
• Assess and optimize processes to enhance client experience and team productivity.
• Spearhead development of marketing and sales content for Group Disability (GD).
• Participate in finalist presentations.
• Collaborate with Group Disability leaders and internal partners to solve complex problems.
• Contribute innovative, client‑centered ideas to drive progress.
• Share insights and recommendations across Sun Life departments, leveraging client satisfaction and other data.
• Utilize data and technology to evolve service offerings and create new solutions.
• Champion a culture of continuous improvement and innovation.
• Ensure team compliance with regulatory requirements while maintaining effective relationships with internal and external stakeholders.

What do you need to succeed?

• Minimum 4 years experience managing a client‑oriented team.
• Bilingual in English and French is an asset for candidates outside Quebec (required in Quebec).
• Superior leadership skills and ability to create win‑win solutions.
• Exceptional client relationship and customer focus skills.
• Strong data analytical and risk evaluation abilities.
• Experience in group benefits industry or sales/marketing processes.
• Excellent communication and presentation skills (written and verbal).
• Ability to challenge the status quo and implement sustainable change.
• Skill in holding others accountable.
• College/University degree with 5+ years of relevant experience.

Location & travel

• Travel required to participate in in‑person client finalists/meetings and occasionally to other Sun Life offices.

Reasons why you should join us under the Sun

• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.
• A caring, supportive, and inclusive culture.
• A collaborative and interactive team environment.
• Working together, sharing common values, and encouraging growth & achievement.

The base pay range for the primary location is 80,000 – 128,000. In addition to base pay, eligible employees participate in incentive plans based on individual and company performance. Certain sales focused roles may have sales incentive plans based on individual or group sales results.

Diversity and inclusion are at the core of our values. We welcome applications from qualified individuals from all backgrounds. Persons with disabilities who need accommodation in the application process may e‑mail a request to thebrightside@sunlife.com.

We are a hybrid organization that offers flexible work options. Several work options are available and can be discussed throughout the selection process depending on role requirements and individual needs.

Only selected candidates will be contacted for an interview.

Salary Range

80,000 – 128,000

Job Category

Customer Service / Operations

Posting End Date

09/01/2026

Seniority level

Not Applicable

Employment type

Full-time

Job function

Information Technology

Industries

Financial Services and Insurance