Disability Payment Team Leader

Sun Life • Montreal, QC

9d • CA$58,000 - CA$93,000 • Hybrid

About The Position

This role is for a 12-month contract as a Shared Service TL – Disability Payment, located in Montréal. The position involves leading a team within the Disability Payment organization, focusing on operational excellence in a fast-paced environment. The role requires ensuring team KPIs are met daily, with a strong emphasis on CPP/QPP targets. The Team Leader will provide technical support to staff regarding CPP/QPP applications, decisions, appeals, offsets, overpayments, and the 'assume max' process. Responsibilities include conducting regular one-on-one reviews, monitoring daily workflow, handling inquiries and escalations, and collaborating with various teams and business partners. A key aspect of the role is driving process improvement using process excellence methodology to enhance performance, quality, and productivity, while ensuring compliance with policies, regulations, and security standards. The Team Leader will also provide clear direction on team goals, manage change effectively, foster a culture of continuous improvement and learning, and engage in talent management activities such as recruiting, onboarding, performance monitoring, and problem resolution.

Requirements

• 3-5 years of Operation leadership experience
• Ability to function in a fast-paced, structured environment
• Work effectively in a multitask environment
• Strong ability to prioritize workload
• Ability to coach and influence desired behavior
• Technical aptitude: ability to learn quickly and understand technical concepts
• Infectiously positive attitude with a drive to succeed and a commitment to quality service
• Critical thinking and stellar customer service skills
• Ability to deliver difficult news in a tactful and sensitive manner
• Analytical skills with a passion for solving problems
• Adaptability, flexibility and strong decision-making skills
• Demonstrated ability to lead through change
• Strong interpersonal skills
• Demonstrated ability to communicate well (verbal and written)
• Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide
• Proficient on MS Excel, Word, PowerPoint

Responsibilities

• Lead a team within the Disability Payment organization, focused on achieving operational excellence in a fast-paced environment
• Ensure team KPIs are met daily with a strong focus on CPP/QPP targets
• Provide technical support to staff regarding CPP/QPP applications, decisions, appeals, offsets, overpayments and the 'assume max' process.
• Complete regular one on one reviews with each team member ensuring their goals and objectives are met and provide appropriate coaching and mentoring where needed
• Monitor daily workflow and strategy and re-assign resources as necessary to achieve service standards and production quality
• Handle internal and external inquiries including escalation or complaints
• Work collaboratively with direct reports, supporting teams, individuals within Group Disability business and internal business partners
• Drive process improvement activity in partnership with Business Consultant and Leadership, by using process excellence methodology to reduce handoffs and improve performance, quality and productivity
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Provide clear direction on how the team's purpose, goals and daily accountabilities align with Group Disability objectives and key results
• Providing change management support including awareness, desire, knowledge, ability, and reinforcement, ensuring adjustments are made to achieve efficiency and organizational goals of modifications
• Foster a mindset of continuous improvement and learning and encourage behaviors that build the desired culture and environment. Ensure the success and engagement of your direct reports by fostering a positive work environment
• Engage in recruiting the best talent for the team, onboard new employees, monitor performance, manage problems arising and leverage talent within the team

Benefits

• Comprehensive benefits
• Wellness programs, benefits and health incentives
• Paid vacation based on experience and additional days to support family care and personal emergencies
• Retirement & stock investment
• Pay for performance reward
• Time off for enrichment experiences through a Sabbatical program
• Investment in not-for-profit organizations that are important to you

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed