Job Description

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.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

OVERALL PURPOSE

The Vendor Manager provides leadership, direction and oversight in managing third-party supplier relationships within a high volume, fast paced client service environment. This role ensures the delivery of consistent and high-quality service experience through vendor partners supporting the Client Care Centre.

The Vendor Manager is accountable for ensuring external vendors meet contractual obligations, performance targets, and service standards aligned with the CCC’s objectives. This includes strong execution of governance frameworks, performance management, and continuous improvement practices to drive optimal outcomes. The role requires close collaboration with internal stakeholders and vendor partners to deliver on key performance metrics and client experience goals.

SPECIFIC ACCOUNTABILITIES

• Build and maintain strong working relationships with vendor partners to ensure alignment of expectations and priorities
• Monitor vendor performance and ensure service, quality, and productivity targets are achieved and sustained
• Analyze performance metrics and ensure timely and appropriate actions are taken to address gaps
• Hold vendors accountable for meeting contractual obligations, SLAs, and key performance metrics
• Execute vendor governance frameworks including performance reviews, business reviews, and reporting cadence (daily/weekly/monthly)
• Partner with internal stakeholders (Operations, QA, WFM, Training, Finance) to ensure seamless delivery of services
• Ensure vendors are equipped with the knowledge, training, processes, and tools required to deliver business results
• Provide leadership and direction in managing vendor-related escalations and issue resolution
• Drive continuous improvement by identifying opportunities for process, efficiency, and cost optimization
• Ensure compliance with internal policies, regulatory requirements, and contractual agreements
• Support financial oversight including vendor cost management, billing validation, and budget adherence
• Foster a partnership culture that promotes accountability, collaboration, and performance excellence
• Communicate openly with stakeholders and vendor partners to ensure clarity on initiatives and expectations
• Support and actively endorse People, Partnership, Passion and Performance and philosophies
• Partner with other areas to promote understanding and knowledge exchange between internal teams and vendor partners

QUALIFICATIONS AND COMPETENCIES REQUIRED

• Proven vendor management and/or operations leadership experience
• Strong performance management capability with experience managing SLAs, KPIs, and service delivery metrics
• Ability to influence and drive accountability across internal and external stakeholders
• Strong analytical skills with the ability to interpret data and drive actionable insights
• Capable of working in a structured and tactical operating model
• Strong problem-solving and decision-making skills
• Excellent communication skills (verbal and written)
• Strong collaboration and stakeholder management skills
• Ability to build sustainable processes and identify continuous improvement opportunities

Assets:

• Understanding of Six Sigma and/or Lean environment
• Highly skilled with MS Excel/Word and PowerPoint
• Experience in transitioning new processes will be an advantage

GENERAL CRITERIA FOR JOB APPLICATION

• Bachelor's degree
• At least 2 years’ recent experience as a manager supporting a Healthcare Insurance account
• At least 3 years of leadership or stakeholder management experience
• Strong analytical and problem-solving skills
• Outstanding communication skills – written and verbal
• Ability to manage complex stakeholder relationships and drive results through influence
• Ability to handle escalations and high-pressure situations effectively
• Demonstrated ability to lead cross-functional collaboration
• Adaptability, flexibility, and strong decision-making skills
• Strong organizational and planning capabilities
• Good presentation skills
• Must be Work from Home enabled, and with stable internet connection (at least 25mbps)

Job Category:

Call Centre

Posting End Date:

25/08/2026