Manager, Operational Resilience

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:

Sun Life and our peers operate in a complex risk environment, with increasing threats posed to our critical operations from events like control failures, third-party disruptions, infrastructure outages, technology failures, cyber incidents, geopolitical incidents, pandemics, and natural disasters. A robust and concerted approach to operational resilience can enhance Sun Life’s ability to withstand, adapt to, and recover from these events while continuing to deliver our critical operations. This is key to protecting our clients and ensuring our services are available, when needed, through disruption. 

The Operational Resilience Manager will work alongside the Director, Operational Resilience and AVP, Operational Resilience to lead the effective delivery of the anticipated multi-year effort for Sun Life to enhance its Operational Resilience and gain compliance with OSFI’s E-21 Guideline. This revised Guideline provides significantly new requirements addressing the transition from traditional Business Continuity & Disaster Recovery approaches to those of Operational Resilience.

This role will be pivotal in supporting the Director Operational Resilience (Product Owner) in the project management of the implementation of the chosen technology tool that will be utilized to execute the global end to end Operational Resiliency Program. This role will support the Product Owner with converting all business, regulatory and process requirements of the Operational Resiliency program into technology functional requirements to successfully drive the implementation in a tool.

The scope of this role is Global in nature, and will report to the new Director, Operational Resilience.

What will you do?

Support Tool Implementation

• Support the Operational Resilience Product Owner in the project management of the successful implementation of the selected Operational Resilience tool. This will entail working closely with the Tool provider (implementation team), Internal Technology support teams and end-users across the enterprise to:

  • Gather insights from relevant stakeholders to support the product roadmap and the strategic vision for the platform

  • Manage the inter dependencies with other teams and projects while identifying, building, and managing strategic partnerships with various stakeholders.

  • Support messaging, communication and enterprise training as necessary.

  • Prioritize and manage items in the backlog and maintain a laser focus on prioritization towards value.

  • Facilitate release planning with tool service provider, internal key stakeholders as well as demos to establish feedback loops.

  • Integrate usability studies and research into product requirements to enhance end-user experience.

  • Working with the technology SMEs to establish the application and supporting infrastructure technical and configuration requirements for the implementation of the chosen tool. The tool will execute and automate the operational resilience process requirements including the identification of critical operations, asset dependency mapping, scenario testing, ongoing tracking and reporting against action/remediation plans.

Support Program Development and Sustainable Rollout

• Participate in the establishment of standards & practices related to delivering compliance to the key/required elements of E-21 Guideline

• Participate in & lead activities associated to developing a repeatable foundation for the mapping of critical operations end-to-end, inclusive of the following programs/disciplines:

  • Technology

  • People

  • Premises

  • Data

  • Third Parties

  • Processes (BCP, DR plans, containment playbooks, process documentation – SOPs, operational design, internal controls (RCAs), etc.

• Management/coordination of delivery on key workstreams within the Operational Resilience program to ensure critical operations are effectively & consistently identified, mapped and tested

• Participation in the development of tracking mechanisms with respect to resilience assessment, gaps, and remediation plans

• Identification and management of Risk identification across the operational resilience assets/resources

• ​Participate in the establishment of a high-performance center of excellence capable of delivering initially on the Program requirements, subsequently structuring it for ongoing support and efficiency especially as it relates to supporting the training and ongoing use of the tool.

• ​As this complex multi-year program considers business-as-usual operations, this role will be critical to assist the transition across the various programs/disciplines (Technology, People, Premises, Data, Third Parties, Processes) that represents the appropriate timing for transition.

What to you need to succeed?

• University degree and professional designation with over 7 years of experience or an equivalent combination of education and experience

• In-depth technical knowledge and expertise of governance, risk and control workflow tools like ServiceNow, Fusion and Archer

• Technology knowledge with career spent in IT focused on applications delivery and/or execution of business requirements into suitable technical requirements.

• Operational resilience planning or business continuity planning experience

• Experience with Agile Delivery Methodologies (Scrum/Kanban)

• Knowledge of industry security practices for data integration and authentication (e.g. oAuth)

• Must have excellent knowledge of Microsoft Office and SharePoint including SharePoint administration

• Ability to effectively engage with executives and senior leaders globally

Assets:

• In depth understanding of data integration methods (e.g. REST API, SFTP, Bi-directional feeds)

• Experience in Agile delivery (Scrum, Kanban) and relevant IT certifications (Scrum Master, Green Belt, TOGAF, BABOK etc.) are an asset.

• In depth understanding and experience with implementing in cloud-based environments

• Lean design / process mapping skills

• Effective presentation, communication, negotiation, and conflict management skills

• Strong relationship management skills and a proven ability to gain and maintain credibility with key stakeholders

• Skilled at working collaboratively in a team environment

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential

• Flexible Benefits from the day you join to meet the needs of you and your family

• We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential

• We’re honoured to be recognized as a 2023 Best Workplaces in Ontario by Great Place to Work® Canada

• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®,  for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

*LI-MS

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 [email protected].

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible 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 - 128,000/128 000

Job Category:

Risk Management

Posting End Date:

09/04/2025