AVP, Group Retirement Services Operations

Canada Life • Old Toronto, Ontario, Canada • 9h ago

Role description What you will do

Drive focused attention on delivering on a variety of customer outcomes, challenging the status quo
Initiate and deliver on transformational change in order to meet the evolving needs of client and advisor's expectations
Deliver market-leading service experience for GRS clients (Sponsors and Advisors) and plan members, ensuring timely, accurate and compliant administration
Deliver efficient and effective processing on all GRS administration within service standards, involving all aspects of administration from member enrolment to deposits, transfers, withdrawals, statements, problem resolution, etc.; the Director is involved with every major touch point with the client post-sale
Actively identify and develop opportunities to improve operational effectiveness and quality of the service experience across GRS; collaborate and strategize with other business leaders to implement change
Provide superior leadership, including support for leader and staff career development and succession planning
Handle escalated complaints received from clients, advisors or regulators; provide support and expertise for legal resolution
Develop strong collaborative relationships with the GRS Administration management team as well as all Workplace Solutions peers and Business Development partners in the field
Work with all GRS leaders ensuring effective and constant delivery of service while collaborating on improvements
Act as a talent magnet, attracting and retaining talent to maintain a high-performing team
Embrace change, become a change champion, be Customer obsessed

What you will bring

10 years of relevant, related GRS industry experience in a leadership capacity; Individual Wealth experience considered a strong asset
Winning attitude; strong commitment to success; effective communicator amongst varied audiences and challenging circumstances with the ability to lead a room and influence others to see your vision
Strategic mindset; understands how to further strategic goals and vision for Canadian Operations
Innovative and visionary thinking; recognized as a thought leader; willingness to bring new concepts or approaches to market
Understanding of the financial side of the business with the ability to make decisions with high authority limits that have a financial and/or reputational impact
Drives results and contributes to change processes that improve organizational performance and creates a culture of accountability
Understands the business environment and customer needs, can identify business opportunities that create competitive advantages
Is aware of the trends, legislation and regulations related to the insurance industry, GRS and customer needs
Ability to develop and maintain relationships with industry leaders; able to influence industry or regulatory trends
Ensure active management of large, geographically dispersed team and adherence to Canada Life's philosophy, practices and corporate expectations
Attracts, motivates and develops talent to build the right team to meet strategic direction and tomorrow's needs
Ability to foster collaborative relationships across functions and the business and facilitate cooperation; is highly skilled in networking inside and outside of the company

Location:

Canada Life

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