Senior Specialist – Shareholder Communications & Solutions

Senior Specialist – Shareholder Communications & Solutions

Requirements

• 7+ years experience in a communications, compliance or governance role preferably in a public company
• University degree or college diploma preferred
• Excellent written and verbal communication and proven ability to craft clear and compelling communications in plain language
• French language an asset
• Experience working with iManage, WDesk and designer applications an asset
• Advanced computer skills (e.g. Microsoft Office applications, Adobe Acrobat Pro and data management systems) and use of office equipment
• Ability to work independently as well as in a team and manage multiple priorities and timelines with sensitivity to stakeholder needs and deadlines
• Ability to apply critical thinking in processes, escalations and issue resolution
• Meticulous, diligent and excellent attention to details
• Ability to work effectively in a fast-paced, complex and evolving environment
• High degree of integrity and ethics, good judgement and exceptional relationship building and interpersonal skills
• Canadian Securities Course an asset

Responsibilities

• Manage both routine and complex inquiries from retail shareholders, voting policyholders and related stakeholders. Oversee various mailboxes to ensure service levels are met. Conduct research and due diligence to formulate informative and intelligible responses and drive favourable outcomes. Identify and execute solutions to resolve escalated complaints.
• Develop and execute communications strategy for retail shareholders and voting policyholders, in collaboration with internal and external stakeholders, such as Corporate Legal, Corporate Communications and Branding at Sun Life and service providers. Ensure the strategy is compliant with regulatory, policy and operational requirements, aligned with Sun Life’s culture, consistent across all platforms and engaging and helpful for the audience.
• Plan, develop and oversee the deployment of print and digital content for retail shareholders and voting policyholders, including website updates, written materials for public disclosure and mailings, call centre scripts and internal notifications. Create contents that are in plain language, precise and accurate and take into account data protection, privacy, information security and reputational risks, legal implications and Sun Life’s brand standards.
• Leverage data, technology and analytical skills to provide actionable insights, support strategic objectives and enhance service levels to improve retail shareholder and voting policyholder experience. Develop key metrics and reports to monitor progress on KPIs and assess effectiveness of communications and adjust where needed.
• Support initiatives and engagements involving retail shareholder and voting policyholder globally, including but not limited to regular mailings, asset reunification programs, unclaimed property management, proxy voting materials, and other projects as required. Contribute to the design, development and management of project plans to support the strategy and execution of these projects and related deliverables, with a focus on promoting messages that foster positive and trusting relationships with key stakeholders.
• Support vendor management including working with relationship managers to review and update technical requirements in applicable agreements. Coordinate payments of various vendors’ invoices with internal parties to properly comply with vendor agreements and internal operational guidelines.
• Lead the efforts to manage, organize and retain digital and paper records for the Shareholder Solutions function, onsite and offsite. Develop record keeping practices and hygiene to ensure business records are inventoried and logically stored and each business decision has proper supporting documentation as audit trail. Partner with the department’s Records Officer to oversee records retention requirements.
• Regularly review, update and refresh procedures for use by the Shareholder Solutions team.
• Work collaboratively with the Subsidiary Governance and Corporate Secretarial Compliance teams on matters relating to non-financial regulatory filings, legal entity management, insider management and corporate records maintenance, as required.
• Assist with other duties as delegated or assigned in the department, including routine and special projects, as required.

Preferred Qualifications

• French language an asset
• Experience working with iManage, WDesk and designer applications an asset
• Canadian Securities Course an asset