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Team Leader, Client Care Centre

Sun Life Financial

This is a Full-time position in Toronto, ON posted August 4, 2017.

Role Summary:
The Team Leader, Operations – within the Sun Life Financial Canada Client Care Centre provides a consistent quality customer service experience for Government and / or Group Benefits / Group Retirement Services members, sponsors and providers who contact the Client Care Centre by ensuring new Client Care Representatives are motivated, coached, developed and skilled to meet the Group Benefit Client Care Centre (GB CCC) performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Team Leader reports to the GB CCC Site Manager and will be responsible for the direct management of 15 – 18 Client Care Representatives.
Main Accountabilities:

  • Manage new hires during initial transition and existing staff performance daily, ensuring the service and quality objectives are being attained and sustained
  • Ensure staff is 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 and take appropriate and timely action
  • Ensure team adopts and sustains change
  • Foster a positive, motivating work environment that values the people and encourages confidence, participation, creativity, learning and accountability
  • Identify and actively participate in initiatives related to opportunities for process & system improvements
  • Communicate openly with team ensuring messages and initiatives are clearly understood
  • Support and actively endorse the P4 (People, Partnership, Passion, Performance) culture and philosophies


  • Proven leadership capability and a strong results orientation
  • Capable of working in a structured and tactical management operating system
  • Strong coaching, leading and performance management skills
  • Excellent change management skills
  • Proficient communication skills (verbal and written)
  • Strong team building skills
  • Post Secondary education or 4 – 6 years of related work experience


  • Previous Call Centre experience
  • Solid understanding of Group Benefits and Group Benefits Operations
  • Knowledge of the Public Service Health Care Plan