National Manager, Client Relationship Centre

Sun Life

National manager leading Sun Life’s group-retirement client relationship operations. Managing teams, service delivery, metrics, and continuous improvement across Canadian regional offices.

Posted 8/19/2026full-timeWaterloo • 🇨🇦 CanadaSeniorLead💰 CA$80,000 - CA$128,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing client relationship teams, ensuring high-quality service delivery and continuous improvement in the financial services sector. Possesses expertise in compliance, operational practices, and client relationship management, with a focus on enhancing customer experience.

Highest-signal resume keywords

Client Relationship ManagementTeam LeadershipFinancial Services KnowledgeCompliance and Legislation ExpertiseBilingualism in French and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational PracticesFinancial ManagementChange ManagementQuality Standards MonitoringMetrics Tracking

Soft Skills

Negotiating SkillsInfluencing SkillsOrganizational SkillsTime Management SkillsCommunication Skills

Certifications & Qualifications

RPA DesignationCEBS DesignationIFIC DesignationCSC DesignationGroup Annuity Plans Advisor License

Industry Keywords

Group Retirement ServicesClient Relationship CentreService Delivery ModelContinuous ImprovementCustomer Experience

Tech Stack

Tools & technologies

RPA

About the role

Key responsibilities & impact

Lead a team of Client Relationship Centre Representatives providing relationship support to Responsive and Conserve segment clients
Establish and monitor annual individual and team objectives, including quality standards, turnaround times, speed of answer, and implementation of best practices
Ensure consistent, high-quality service delivery virtually and across regional locations in Montreal, Toronto, Waterloo, Calgary, and Vancouver
Participate in optimizing the Client Relationship Centre service delivery model
Support change management and champion continuous improvement and innovation
Ensure quality execution and adoption of change initiatives are sustainable
Direct and support service delivery for plan sponsor requests, plan design changes, and problem resolutions
Develop team competencies by leveraging individual strengths and talents
Track, report, and monitor team metrics to ensure efficient and accurate execution of client requests

Requirements

What you’ll need

University degree (or equivalent work experience), preferably with emphasis in finance or business administration
Minimum 8–10 years of work experience with knowledge of the financial services industry, specifically group retirement services
Strong knowledge of compliance and legislation in the group retirement industry
Management experience
Ability to build, coach, and support a high-performing team
Strong client relationship management skills with external and internal partners
Focus on exceptional customer experience and continuous enhancement
Strong knowledge of operational practices, processes, technologies, and financial management
Strong negotiating and influencing skills
Strong organizational and time management skills
Excellent oral and written communication, facilitation, and presentation skills
Bilingualism in French and English, orally and in writing, required for Quebec only
Ability to travel to regional operations in Montreal, Toronto, Waterloo, Calgary, and Vancouver
RPA or CEBS designation is an asset
IFIC or CSC designation is an asset
Group annuity plans advisor license with the Autorité des marchés financiers (AMF) is an asset

Benefits

Comp & perks

Ongoing learning, training, and coaching as you grow your career
A friendly, collaborative, and interactive team environment
Hybrid work flexibility, with the choice to work from the office and virtually based on business, client, and employee needs
Participation in various incentive plans for eligible employees, with payment subject to individual and company performance
Accommodation support in the application process for persons with disabilities