Sun Life Financial strengthens client experience

Toronto-based Sun Life Financial Inc. on Tuesday announced a realignment to further strengthen its focus on client experience.

The newly opened Sun Life Financial Canada client experience office, led by Eric Monteiro, senior vice-president, chief client experience officer, focuses on understanding, anticipating and responding to clients’ needs by ensuring an integrated approach across the firm’s business units, Sun Life says in an email.

Monteiro’s leadership team will include:

• Samantha (Sam) O’Neill, vice-president and chief marketing officer for Canada, who will work with the Canadian business units and global marketing function to develop and deliver a cohesive client experience;
• Simon Dennison, vice-president and chief analytics and engineering officer, who will be accountable for the Canadian strategy, as well as lead the Centre of Excellence for data, analytics and engineering;
• Véronique Dorval, vice-president, client engagement, who will lead client engagement for Canada, including Digital Benefits Assistant and Ella, Sun Life’s digital persona;
• Kate Nazar, vice-president, client solutions centre; and
• Jun Santa, AVP, strategy, planning and enablement.

As part of its increased focus on the client, Sun Life is streamlining its three main individual insurance and wealth businesses, overseen by three senior executives:

• Vineet Kochhar, senior vice-president, insurance solutions, will develop and manage the delivery of end-to-end solutions to help clients at key moments of their lives.
• Rowena Chan, senior vice-president and president, Sun Life Financial Distributors, joins Sun Life on March 14. She brings distribution and wealth management experience gained during more than 30 years with Toronto-Dominion Bank (TD), where she was most recently senior vice-president, TD Wealth financial planning; and
• Rick Headrick, president of Sun Life Global Investments and senior vice-president, investment solutions.

Sun Life also announced that Leo Grepin, currently senior vice-president of individual insurance and wealth, has accepted a new position within the organization as president, ASEAN. He will be based in Hong Kong.

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