Service Support Leader

Base + Comm 

-

Ready to shape the future of client service? Step into a role where you turn complexity into clarity, challenges into momentum, and ideas into measurable impact. As our Service Support Leader, you’ll architect exceptional client experiences, modernize operations, and lead a high‑performing team that delivers with precision—every time.

In this role, you will be part of creating and delivering transformational service strategies, leverage technology and data to scale excellence, and coach a team that’s energized by accountability, autonomy, and results.

What you will do

• Lead a Regional service support team committed to seamless plan administration and standout client outcomes.
• Drive End‑to‑end service delivery improvements—from workflow design and automation to insight‑driven coaching and quality assurance.
• Lead cross‑functional initiatives with Operations, Sales, and Client Experience to raise the bar on speed, simplicity, and satisfaction.
• Set the vision & strategy: Define a service excellence roadmap with clear OKRs/KPIs; align stakeholders and secure buy‑in.
• Drive change with confidence: Lead structured change programs (think ADKAR/Prosci principles), turning resistance into momentum and ambiguity into clarity.
• Harness tech & data: Use analytics to spot bottlenecks, automate the repeatable, and improve turnaround times, quality, and scalability.
• Run complex projects flawlessly: Plan, prioritize, and deliver multi‑workstream initiatives on time and on budget—balancing strategic vision with tactical execution.
• Coach for high performance: Build a culture of trust, empowerment, and accountability; develop future leaders through empathetic, precise coaching.
• Elevate client outcomes: Strengthen relationships with advisors and clients; present solutions confidently and resolve complex issues with calm, credible judgment.
• Own results: Track and communicate progress; make decisions quickly; course‑correct intelligently—because you’re a get‑it‑done leader

What you will bring

• 3+ years of people leadership experience: strong drive to motivate, develop, and hold a high‑performing team to standards of excellence.
• Experience with group benefits (an asset, not a requirement).
• Ability to directly maintain a small caseload of large or complex benefits clients when needed.
• Technical Proficiency: Familiarity with group insurance systems and administrative processes; data‑literate and automation‑friendly.
• Change experience: Experience leading cross‑functional change initiatives with measurable outcomes.
• Tech curiosity & fluency: Comfort with systems, data, and automation; you’re always looking for smarter ways to work.
• High EQ: You build trust fast, read the room, and influence diverse stakeholders with clarity and empathy.
• Project mindset: Strong planning, prioritization, and risk management; you simplify complexity and execute.
• Client‑centricity: You understand how service moments create loyalty—and you design for delight
• Client Relationship Management: Build durable advisor and client partnerships; present with confidence and credibility.
• Communication: Executive‑ready written and verbal skills; crisp storytelling with data.
• Problem‑Solving: Analytical thinker who makes sound, timely decisions—even under pressure.
• Project Management: Manage multiple priorities and deadlines; deliver complex initiatives end‑to‑end.
• Collaboration: Thrive across teams and offices; create alignment, not just consensus.
• Adaptability: Comfortable in a fast‑paced, evolving environment; you iterate, learn, and improve.
• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada  website. The cost of submitting these checks will be covered by Canada Life.

-

The base salary for this position is between  $71,900 - $119,800 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.

#LI-Hybrid