Manager, Dealer Quality Assurance

at  Sun Life

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:

Reporting to the Director, Training, Change & Knowledge Management, the role will deliver both hands on and oversight for all Dealer Quality Assurance (QA) programs along with providing direct leadership to the Quality Assurance team members (specialists).
This role will represent thought leadership with a hands-on “people first” mentality to ensure that Dealer QA programs are best-in-class and meets Customers, Advisors, and internal business needs.
This role will also represent Dealer and engage with internal business partners to understand business need, challenges and obstacles via data-driven insights and analytics to identify performance trends, gaps, and inconsistences and in turn, provide recommendations to improve business outcomes.

This role will have several key areas of focus including:

• Evaluation of current QA programs including assessment and recommendations.
• Design and build a strategic plan and roadmap (implementation plan) in support of derived recommendations.
• Define target KPIs to measure business outcomes e.g. impact of recommendations.
• Leverage core software applications and tools e.g. analytical reporting, dashboards, etc. in support of the aforementioned areas of focus

WHAT YOU WILL DO:

• Oversee a team of QA specialists (onshore and offshore) that are responsible for the effective execution of quality control and related service delivery e.g. monitoring services.
• Create, manage, augment, and maintain the QA monitoring programs for Dealer to ensure on-going quality assessment of the Client/Advisor experience including (but not limited to) financial and business decisions, and adherence to business procedures.
• Evolve the QA monitoring applications, tools, and processes to enable efficiencies and flexibility for target business outcomes e.g. customer satisfaction scoring, coaching suggestions and analytics.
• Recommend and implement best practices to ensure a best-in-class QA program with effective control design and operational risk management.
• Actively review business processes to both recommend and implement solutions for real time Quality Control (QC) procedures.
• Design, create and produce monthly analytical reporting to visualize QA results.
• Analyze QA results to identify trends and areas of focus, as well as collaborate with internal business partners to develop and align on recommendations for business improvements.
• Collaborate with CSRs, Team Leaders, Managers, and Trainers in support of risk mitigation including (but not limited to) the identification of urgent situations, performance concerns and quality and efficiency problems, as well as contribute ideas or solutions in support of problem resolution.
• Contribute to the on-going development of Dealer programs and procedures to meet quality standards for TQM (Total Quality Management) and advance the Quality Assurance team to ensure internal and external business demands are addressed.
• Collect and analyze data from Customer Satisfaction Surveys to provide trending results and coaching suggestions that will assist Operations in improving overall Customer Satisfaction and NPS scores.
• Co-ordinate with outsourced service providers to align on QA program charters and related results.
• Represent Dealer QA as a SME business lead on business transformation initiatives to ensure monitoring objectives and related policies and/or procedures evolve to ensure compliance e.g. Dealer product and technology implementations.
• Demonstrate a business owner mindset by making decisions that are in the best interest of all stakeholders i.e. Customers, Advisors, and employees.

This role will have several key areas of focus including:

• Evaluation of current QA programs including assessment and recommendations.
• Design and build a strategic plan and roadmap (implementation plan) in support of derived recommendations.
• Define target KPIs to measure business outcomes e.g. impact of recommendations.
• Leverage core software applications and tools e.g. analytical reporting, dashboards, etc. in support of the aforementioned areas of focu