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.
At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.
When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.
Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description: Role summary Prospr by Sun Life is a growth channel for Sun Life, offering personal advice from salaried advisors available by phone for extended hours. The Manager, Service to Sales leads the Service to Sales team, including Insurance and Wealth Associates (IWAs) and Sales Support Administrators (SSAs). As the manager, this role is accountable for translating Prospr priorities into clear team objectives, building a high-performing and inclusive team, and delivering a client experience that supports service excellence and sales opportunity identification.
The Manager will coach and manage day-to-day performance, strengthen operational discipline, use data and insights to improve outcomes, and partner with Sales Managers, Analytics, Operations and other stakeholders to remove barriers,



improve processes and support sustainable business results.
What will you do? People leadership and performance management Lead, coach and develop a team of IWAs and SSAs to deliver best-in-class service while identifying appropriate sales opportunities for Prospr Advisors.
Set clear expectations, reinforce accountability, and provide timely, direct and actionable feedback through regular 1:1s, team huddles and performance conversations.
Build and monitor development plans that support role proficiency, career growth and readiness for evolving Prospr capabilities.
Create an inclusive team environment where different perspectives are encouraged, barriers are surfaced, and employees are supported through change.
Manage performance issues proactively and fairly, partnering with HR and leadership as required.
Client engagement and service-to-sales execution Strengthen the team's ability to understand client needs, resolve inquiries, and identify relevant opportunities across life, health and wealth solutions.
Ensure the team has the product, process and marketplace knowledge required to support the client journey from application through claim or post-sale service.
Oversee campaign delivery and follow-through, ensuring set-up, maintenance and client outreach activities are executed consistently.
Promote a client-first mindset and fair treatment of clients through coaching, quality review and issue resolution.




Operational leadership and continuous improvement Monitor core performance indicators such as talk time, inbound and outbound call volume, service levels, pending applications, approval rates and other operational measures.
Lead daily workforce planning and scheduling decisions to align staffing coverage with call volumes and business needs.
Identify process gaps, control needs, automation opportunities and knowledge requirements that improve productivity, quality and client outcomes.
Triage client inquiries or escalations to the appropriate resolution channel and ensure follow-up is clear, timely and well documented.
Partner with Analytics and business stakeholders to close data gaps, interpret trends, recommend improvements and share insights with leadership.
Support the implementation of recent capabilities, overseeing the development of business requirements and change management initiatives to support smooth adoption within the team.
Strategic alignment and stakeholder partnership Translate Prospr strategy into practical team priorities, operating routines and measurable outcomes.
Work alongside Prospr Sales Managers and cross-functional partners to align service, sales and operational execution.
Support change by communicating the "why," clarifying impacts for the team, and refocusing objectives and routines when priorities shift.
Contribute to leadership discussions with clear insights, recommended actions and a balanced view of client, employee, risk and business impacts.
What do you need to succeed? Proven people leadership experience in a licensed contact centre, service, sales support or financial services environment.
Strong coaching, performance management and employee development capability, including experience

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📌 Manager, Service to Sales (Ontario)
🏢 SunLife
📍 Ontario