Program Manager, Workforce Management

Sun Life Financial

  • Waterloo, QC
  • $78,000-128,000 per year
  • Permanent
  • Full-time
  • 12 days ago
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:At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills. We are currently seeking a strategic and visionary Program Manager to lead our Workforce Management transformation initiatives.This senior-level position will provide executive leadership in driving call center operational excellence through strategic change management and transformational programs. The ideal candidate will be an influential leader who can direct cross-functional teams, shape enterprise-wide workforce strategies, and drive organizational change that delivers measurable business impact.What Will You Do?Strategic Leadership & Transformation Governance
  • Support the strategic vision and direction for call center workforce optimization programs in partnership with leadership
  • Coordinate the translation of high-level business objectives into comprehensive transformation roadmaps
  • Create and maintain program governance frameworks that ensure strategic alignment across multiple initiatives
  • Guide senior stakeholders through critical decision-making processes related to workforce transformation
Program Leadership & Change Management
  • Lead and oversee a portfolio of complex, high-impact transformation programs across call center operations
  • Participate in program governance committees and steering groups to ensure initiatives deliver against strategic objectives
  • Help establish key performance metrics for measuring program effectiveness and business impact
  • Champion organizational change management to drive enterprise-wide adoption of new operating models
Strategic Resource Orchestration
  • Guide the development of sophisticated workforce strategies that align with evolving business priorities
  • Lead the allocation of resources across multiple strategic initiatives to maximize organizational impact
  • Lead strategic decision-making regarding resource investment and prioritization
Executive Stakeholder Management
  • Build and maintain strategic relationships with C-suite and executive leadership teams
  • Influence enterprise-wide decision making related to call center operations and workforce strategies
  • Lead executive steering committees and governance forums to drive alignment and commitment
  • Represent Workforce Management interests, serving as the voice for the WFM
What Do You Need to Succeed?Experience & Knowledge
  • 10+ years of progressive leadership experience in WFM, strategic program management, operations, or organizational transformation
  • Proven track record of successfully directing enterprise-wide change initiatives with significant business impact
  • Executive-level experience in workforce strategy development and implementation within complex service environments
  • Advanced understanding of organizational design, change management, and performance optimization
  • Demonstrated success in influencing C-suite decision making and driving cross-functional alignment
Skills & Capabilities
  • Exceptional strategic thinking with the ability to translate vision into executable transformation roadmaps
  • Outstanding leadership presence with the gravitas to influence at the highest levels of the organization
  • Superior communication skills with experience presenting to executive committees and boards
  • Expert-level knowledge of program governance and portfolio management practices
  • Sophisticated understanding of organizational dynamics and change leadership principles
  • Exceptional ability to navigate complex stakeholder landscapes and drive alignment across diverse interests
  • 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.
Assets
  • Advanced degree in Business Administration, Operations Management, or related field
  • Executive leadership experience in financial services or insurance industry
  • Experience directing global or enterprise-wide transformation initiatives
  • Advanced certification in program management or organizational change
Impact You'll MakeIn this pivotal leadership role, you will fundamentally transform how Sun Life approaches workforce management in our call centers. Your strategic direction will drive organizational capability development, operational excellence, and enhanced client experiences. By orchestrating complex change initiatives and guiding senior leadership through transformation, you will establish the foundation for sustainable competitive advantage in service delivery and operational efficiency.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 thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.Salary Range: 78,000/78 000 - 128,000/128 000Job Category: Advanced AnalyticsPosting End Date: 04/09/2025

Sun Life Financial