Sales Manager driving luxury resort bookings, guest experiences, and travel - trade partnerships for Sonora Resort. Growing corporate and group revenue through consultative sales and industry networking.
About the role
- Manager leading Sun Life’s Prospr service-to-sales teams across insurance and wealth support. Coaching employees, improving operations and identifying client-focused sales opportunities.
Responsibilities
- Lead, coach and develop a team of Insurance and Wealth Associates and Sales Support Administrators
- Translate Prospr priorities and strategy into clear team objectives, operating routines and measurable outcomes
- Manage day-to-day performance and reinforce accountability through 1:1s, team huddles and performance conversations
- Build and monitor employee development plans
- Create an inclusive team environment and support employees through change
- Manage performance issues in partnership with HR and leadership
- Strengthen the team’s ability to understand client needs, resolve inquiries and identify relevant sales opportunities across life, health and wealth solutions
- Ensure product, process and marketplace knowledge supports the client journey from application through claim or post-sale service
- Oversee campaign delivery, maintenance and client outreach
- Promote a client-first mindset and fair treatment through coaching, quality review and issue resolution
- Monitor operational indicators including talk time, call volume, service levels, pending applications and approval rates
- Lead workforce planning and scheduling decisions
- Identify process gaps, control needs, automation opportunities and knowledge requirements
- Triage client inquiries and escalations and ensure clear, timely documentation and follow-up
- Partner with Analytics and stakeholders to interpret trends, recommend improvements and share insights with leadership
- Support implementation of new capabilities, business requirements and change management initiatives
- Collaborate with Prospr Sales Managers and cross-functional partners to align service, sales and operational execution
- Communicate changes, clarify impacts and refocus objectives when priorities shift
- Contribute insights, recommended actions and balanced assessments to leadership discussions
Requirements
- Proven people leadership experience in a licensed contact centre, service, sales support or financial services environment
- Strong coaching, performance management and employee development capability
- Experience setting goals, monitoring performance and giving actionable feedback
- Sound knowledge of Sun Life Individual Insurance and Investment products
- Strong operational judgment and analytical ability
- Comfort using data to identify trends, root causes and improvement opportunities
- Excellent communication, facilitation and stakeholder management skills
- Strong planning and prioritization skills
- Experience with workforce planning and scheduling in a fast-paced environment
- Knowledge of Salesforce.com or a comparable Client Relationship Management platform
- Bilingualism in French and English, both oral and written, required for Quebec only
- Travel may be required
- Flexibility to support extended-hours service operations may be required
Benefits
- Annual incentive plan (AIP)
- Comprehensive benefits
- Employee-matched pension plan
- Stock purchase plan
- Flexible work arrangement with choice to work from the office and virtually
- Career development opportunities
- Positive, dynamic and collaborative work environment
- Accommodation available in the application process
- Potential eligibility for sales incentive plans for certain sales-focused roles
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Degree requirement
No Education Requirement
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