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.

At Sun

Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. 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.

The Director, Digital Servicing role focuses on building strategy and executing initiatives that drive digital client self-service and channel shift outcomes. You'll be guided by your understanding of the digital health, wealth & protection landscape, clients, competitors, and strong relationships with business stakeholders. Work closely with Digital Channels, Adoption & Engagement, Member Journey, and Operations teams to understand call drivers and strategically reduce contacts by shifting users to IVR and digital channels Partner with CCC & Operations leaders to identify call deflection and chat containment initiatives that minimize inbound call volume and shift client interactions to digital channels Set clear strategy aligned with senior leadership and lead identification, evaluation, and prioritization of digital initiatives to enhance self-service and achieve channel shift outcomes Partner cross-functionally to establish digital servicing roadmaps, define success metrics, and deliver technology-enabled solutions that improve experience while optimizing efficiency leverage surveys, competitive intelligence,



and customer data to prioritize features – Drive digital journey containment by improving completion rates and reducing abandonment; track performance and provide strategic reporting Lead cost-benefit analyses and benefit realization initiatives, providing executive-level insights into ROI and strategic value Build and maintain a high-performing team through strategic talent development and performance management Proven ability to influence senior leadership and navigate large, matrixed organizations at a senior level ~ Strong acumen in Agile delivery models and data-driven decision-making ~ Excellent analytical and problem-solving capabilities with ability to translate data into actionable insights ~ University degree in business, analytics, or computer science ~5-10 years progressive experience in digital strategy, customer experience, or operations management ~3-5 years in director-level or senior manager role leading cross-functional teams ~ Demonstrated experience with digital transformation and call center/client service optimization ~ Proven track record managing call deflection, IVR optimization, or digital channel containment initiatives (preferred) ~ Proficiency with analytics platforms and data-driven decision-making As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

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 An environment of continuous learning, development, and improvement The Base Pay range is for the primary location for which the job is posted. 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. 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. 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 [email protected] are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you. We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

Posting End Date: 18/10/2026 Our supportive, versatile, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Our purpose is to help Clients achieve lifetime financial security and live healthier lives.

As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Use data to drive bold actions. Be agile and pivot as we test and learn.

At Sun

Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities.

📌 Digital Services Manager (Montreal)
🏢 Sun Life Financial
📍 Montreal