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.
Job Description:
Job Description
Lead Business Analysis for Client App Enhancements Lead end-to-end business analysis of client app enhancements, servicing changes, regulatory requirements and BAU improvements.
Define the underlying problem and intended outcome; analyze journeys, processes, systems, data, controls and pain points; and translate agreed needs into delivery-ready requirements, user stories, process flows, business rules, data requirements and acceptance criterial.
Maintain traceability and challenge incomplete or solution-led requests.
Manage Business Demand Intake and Backlog Quality Manage structured intake and assessment of requests from business, Operations, Product, Distribution, Client Experience, Risk and Compliance.
Assess client value, business value, operational impact, regulatory urgency, strategic alignment, expected outcomes, dependencies and readiness.
Maintain a transparent backlog, facilitate prioritization, document decisions and route items to the appropriate delivery path.
Maintain end-to-end Client Journey and Requirement Integrity Maintain an end-to-end view across Life and Health, Wealth and Pensions, common-client, corporate-client and advisor-supported journeys.
Identify cross-journey and cross-platform impacts, prevent fragmented experiences or inconsistent business rules, and incorporate client, advisor, usability and operational feedback into requirements and backlog recommendations.
Provide Business Oversight of Delivery, Change Readiness and Adoption Act as the principal business contact through analysis, solution design, development, testing, implementation and stabilization. Coordinate business testing, acceptance and sign-off.
Lead business change-impact assessment covering clients, advisors, frontline teams, Operations, processes, controls, communications, training and support.
Confirm readiness evidence before release, monitor early adoption and coordinate reinforcement after implementation.
Support Live-platform BAU, Incident Analysis and Service Recovery Analyze production issues, recurring client or advisor enquiries, journey failures and operational exceptions.
Clarify impact, affected segments, workarounds, communication needs and priority for permanent resolution.
Convert recurring issues into structured backlog items and support post-release validation and stabilization.
Drive Insight-led Continuous Improvement and Governance Report demand intake, backlog health, progress, readiness, dependencies, risks, decisions and outcomes.
Use platform analytics, adoption, usage, Digital CSAT, qualitative feedback, service data and incident trends to identify improvements and support prioritization.
Define success measures, coordinate post-implementation reviews and maintain governance records.
Specialized Knowledge
Strong hands-on business analysis capability, including problem definition, requirements elicitation, stakeholder workshops, process and journey analysis, user stories, business rules, data…