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:About UsSun Life hosts a talented team of marketers, process owners, and dreamers within our Client Experience Office. The Growth & Performance Marketing team within Sun Life's Client Experience Office holds a commitment to deepening its value to the Sun Life organization. We continue to enhance our client acquisition and lead generation capabilities while also supporting cross-functional delivery and testing of key marketing technology (MarTech) initiatives, with a sustained focus on enhancing advisor and prospect experience. Our Head Office Leads program connects Canadians with Sun Life Financial advisors to help them achieve lifetime financial security.Position SummaryAs the Operations Specialist (Leads Operations), you'll support our Lead Operations team within the Leads Engagement and Optimization team helping to drive leads value conversion and quality assignment through our Head Office Leads Program. You will be responsible for the maintenance and improvement of operational standards in day-to-day lead management processes, with a sustained focus on enhancing advisor and client experience. This includes testing and launching new campaigns, managing data quality, optimizing lead performance, and training team members.What will you do?Team LeadershipAct as first-line knowledge support for Leads Coordinators, providing coaching, and direction to ensure continuous process adherence and delivery of service standards.Provide training support to Leads Coordinators on new initiatives and process improvements as neededMonitor and provide ongoing guidance for Leads Coordinators on handling of advisor/field management escalations and other exceptions.Leads Operational Process & Delivery SupportMaintain and champion all lead operations processes to ensure effective delivery against business goals while balancing business efficiency, client and advisor experience.Engage with internal business partners to ensure cross-functional commitments and service standards are being achieved, resolving or escalating service issues as necessary.Manage delivery of the continuous improvement process for Lead Operations, ensuring ongoing identification and delivery of process enhancements across the teamAnalyze lead performance across channels against key metricsWork with Channel and Marketing teams to improve lead qualityTranslate data into insights, actions, and recommendations, communicating clearly and concisely with stakeholders, partners, and leadersMaintain accurate advisor information and lead assignment dataRun regular data checks and reconciliations to ensure accuracyProblem solve with IT and analytics partners for issues management and resolutionInvestigate operational issues, identify root causes, and implement fixesPilot and Campaign Testing, Scaling & DeliveryEngage with Client Solutions partners to understand strategy, scope and business requirements for all lead generation pilots.Define, document and deliver pilot operations review and closedown plan, ensuring all learnings are shared with Growth & performance leadership team.Support the testing and validation of marketing campaign landing page URLs and tracking codes for all Head Office lead campaigns.Support identification, root cause analysis and resolution of operational issues impacting campaign delivery.Represent Leads Engagement and Optimization team in group meetings, planning sessions and sprint reviews to ensure effective intake and tracking of campaigns leads.Business validation for lead assignment logic, qualification criteria, and advisor assignmentMonitor campaign performance and communicate leads insights to leadership teamsPlan and manage the transition from pilot to full productionWhat do you need to succeed?Post-secondary education OR 4+ years of experience in customer service, sales/marketing operations, or similar roleAdvanced proficiency in Excel, PowerPoint, and Salesforce CRMLead management and marketing automation knowledgeAnalytical mindset with curiosity and innovation focusExcellent written communication and documentation skillsCustomer relations, issue resolution, and problem-solving expertiseEnd-to-end data management (validation, reconciliation, quality monitoring)Business requirements analysis and validationAbility to manage competing priorities independentlyAbility to coach, manage performance, and develop team membersComfortable in matrixed, ambiguous environmentsAs 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​What's in It for You?Join a collaborative team where you'll directly impact advisor success and drive operational excellence. You'll gain expertise in lead management and campaign operations while working in a dynamic environment that values innovation and continuous improvement. Your work will enhance both the customer and advisor experience while contributing to the organization's long-term success.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 .We 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! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.Salary Range: 58,000/58 000 - 93,000/93 000Job Category: Sales - Distribution SupportPosting End Date: 24/04/2026
