Team Lead, Payment Services

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: Waterloo King

The Payment Services Team Leader role offers an exciting opportunity to lead a fast-paced, innovative, and dynamic team environment, providing support to Sun Life Business Units. The Team Leader is responsible for understanding and driving leadership objectives and coaching of team members while promoting an efficient and productive environment so that service level agreements and quality standards can be attained. Reporting to the Manager of Payment Services, The Team Leader will be responsible for the direct management of a team of approximately 10 staff members in-person and in office 5 days a week.

Main Accountabilities:

• Manage staff performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
• Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
• Provide leadership, coaching, and mentoring to the staff to develop their competencies and position them for success
• Analyze metrics (work volumes, key performance indicators, quality) and take appropriate and timely action to ensure service level agreements for turn-around time
• Build strong relationships with internal clients to understand needs and proactively identify and resolve issues
• Foster a positive, motivating work environment that values the people and encourages participation, creativity, learning and accountability
• Communicate openly with team ensuring messages and initiatives are clearly understood
• Identify and actively participate in initiatives related to opportunities for process improvements
• Participate in budget creation, planning and management with his/her manager
• Ability to step in to assist in production as needed
• Ensure the Brighter Way Management System is observed and embedded by all staff members

Competencies:

• Change champion - Effectively communicates changes to staff, inspiring staff to adopt vision and embrace new processes or changes
• Leadership Capabilities - Committed to leading with integrity and empathy. Focuses on empowering staff, delegating duties and providing guidance and support when challenges arise
• Challenge Status Quo - Continuous improvement mindset. Leverage knowledge of systems and processes, laws / regulations, industry standards, guidance and principles to propose new and better ways of doing things
• Making Decisions - Able to quickly and decisively gather relevant information (data, analytics, etc.) and choose the best course of action from a list of viable alternatives. Comfortable making and communicating decisions that may be unpopular
• Empowering Coach - Focuses on helping staff to develop the necessary mindset and skills to create their own success
• Communication - Able to flex and adjust communication style to the appropriate audience, including the ability to distill large amounts of data into key messages and the ability to deliver difficult messages. Active listener who can take in information and use that information to ensure successful collaboration
• Prioritization - Ability to understand most important work and be versatile and adaptable, as required, to adjust tasks and responsibilities as priorities change
• Self-awareness - Objectively evaluate your strengths and weaknesses and understand how others perceive you. A thorough willingness to listen to and internalize constructive feedback and work on building skills
• Consulting and Relationship skills - Ability to build strong working relationships with teams, leaders and partners. Able to use influence and negotiation to move recommendations forward and able to facilitate collaboration across multiple teams and stakeholders including senior leaders
• Performance Management - monitoring and evaluating employees work with the goal of developing the staff's skills and competencies. Creates an environment where staff are given clear expectations, and the support required to perform to the best of their ability
• Conflict Management - Identifies and handles conflicts fairly and efficiently. Minimizes negative impacts that arise from disagreements and increases odds of a positive outcome
• Resourcefulness - Able to find quick and clever ways to overcome difficulties. Willingness to persevere under challenges and apply past knowledge and use existing contacts to find information that will help move forward

Assets:

• Experience leading a team in a production environment
• An understanding of Insurance Business including Individual, Group Retirement Services & Group Benefits

Unique requirements:

• As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date.
• Position requires candidate to work in office 5 days a week.

What's in it for you?

• Flexible Benefits from the day you join to meet the needs of you and your family.
• 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.
• We are proud to be on the 2024 Best Workplaces in Canada list by Great Place to Work!
• Opportunities to own your career development with programs to continuously learn, build skills, grow through coaching and more.
• Work-life balance by scheduling your day around your priorities and having more time to spend on the important things.
• Our unique Sabbatical Program gives you the opportunity to take up to 6 weeks off, every five years.

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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