Manager, Inforce Illustrations

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.

The Manager, ISO Illustrations is a working manger role. Reporting to Director, Insurance Services Operations, you will:

• Manage the day-to-day operations of the Illustrations and Calculations team. Proactively planning vacation coverage and training/upskilling. Distributing work to staff to meet priorities, deliver on service results, and manage Client/advisor expectations. Proactively managing incoming volumes and inventory levels to deliver on expected turn around times and prevent escalations from occurring.
• Develop, coach and support the Illustrations and Calculations team to provide a superior client experience. This includes proactively addressing problems and calling the requestor/advisor for clarification. Questioning the “norm” to determine if we are doing what is best for the Client, developing a recommendation and getting the right conversations/approvals to do the right thing for both the Client and Sun Life.
• Create a positive work environment that is inclusive and where people’s perspectives are shared and respected. This includes creating an environment where everyone feels safe to speak up, raise concerns and where people feel they are heard.
• Use data to monitor demand, inventory and outputs for the Illustrations and Calculations team. Use data to manage performance/results, investigate problems, identify barriers and make recommendations for improvements.
• Understand the Illustrations and Calculations team’s work to support their knowledge development, progression and succession training, and identifying improvement opportunities. Identifying skills gaps and developing plans to close them.
• Manage escalations from advisors, Clients and internal business partners such as Client Relations or Senior Leaders. Monitoring trends and identifying how to reduce and prevent escalations from occurring and re-occurring.
• Build and develop strong relationships with other operational leaders and business partners such as Distribution (IID & SLFD), OLP and Best Practice.
• Coordinate business management functions such as audit functions (gathering requirements, attestations/signoffs), business continuity and pandemic plans and overall business planning.
• Act as the Key Business Expert on projects involving Illustrations and Calculations matters. Develop this knowledge amongst others on the team.
• Build inforce illustrations and provide alternate scenarios, especially on complex cases.