FC CoE Subject Matter Expert

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Job Description:

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.

The FC CoE QA Lead/SME is accountable for executing the quality assurance framework across the Financial Crime CoE operations, providing independent challenge of operational outcomes and assessing adherence to established policies, procedures and quality standards. The role identifies systemic quality trends and control weaknesses, drives root-cause analysis and remediation, and provides management with transparent reporting on the effectiveness and consistency of operational execution across supported jurisdictions and activities. The role also serves as a subject matter expert to Operations and supports capability development, calibration and training, including new hires, based on identified quality trends and emerging risks.

SPECIFIC ACCOUNTABILITIES

Quality Audit & Assurance:

• Conduct systematic quality assurance reviews of processed alerts, transactions, and operational deliverables to assess accuracy, completeness, and compliance with defined standards
• Develop and maintain quality audit frameworks, sampling methodologies, and evaluation criteria aligned with regulatory and organizational requirements
• Document audit findings, observations, and recommendations in required tools and templates with clear supporting evidence
• Identify quality trends, root causes of deficiencies, and areas for improvement through data analysis
• Provide constructive feedback and targeted coaching arising from QA findings, while maintaining clear accountability with Operations Management for employee performance management and formal corrective action. Produce periodic QA reporting for FC CoE leadership highlighting quality performance, material errors, emerging trends, root causes, remediation status and areas requiring management attention or escalation. Monitor compliance with established procedures and workflows, and performance against quality metrics
• Periodically review and enhance the QA methodology, procedures, sampling approach and evaluation criteria to ensure continued relevance as risks, regulations, processes and CoE activities evolve. Lead regular QA calibration sessions with operational management, SMEs and relevant stakeholders to promote consistent interpretation of procedures, quality standards and adjudication expectations across analysts and jurisdictions.
• Identify and resolve recurring differences in interpretation between QA and Operations and escalate unresolved matters where appropriate.
• Escalate critical findings and compliance issues to appropriate stakeholders and management
• Maintain up-to-date knowledge of AML regulations, sanctions programs, and financial crime trends

Operations Management Backup:

• Occasionally, provide day-to-day floor support by addressing process-related questions, clarifying procedures, and providing guidance on complex alerts and cases.
• Prepare accurate quality and operational reports, dashboards, trackers, and management updates within agreed timelines.
• Analyze trends and identify risks, recurring issues, improvement opportunities, and recommended actions.
• Serve as manager backup when required, supporting daily operations, team coordination, escalations, stakeholder updates, and priority actions.
• Maintain appropriate independence from day-to-day production activities and exercise objective challenge over operational decisions and outcomes. Escalate disagreements or material quality concerns directly to the FC CoE Director where appropriate.

Training Facilitation, as Needed:

• Facilitate process and Financial Crime Compliance training for new AML Analysts, refresher sessions, and knowledge-sharing activities when directed.
• Support training readiness by updating training materials and providing post-training floor support.

QUALIFICATIONS AND COMPETENCIES REQUIRED

Education:

• Bachelor's degree in business, finance, audit, education, or related field
• AML or training certifications, such as CAMS, ICA, APTD, or IPMA, are considered an asset.

Experience:

• 3 - 5 years of experience in AML operations, quality assurance, audit, compliance monitoring, operational support, reporting, training facilitation, or related roles.
• Exposure in the Insurance Sector is preferred.

Technical Skills:

• Strong practical knowledge of AML/ATF, sanctions and financial crime controls, including alert adjudication, escalation and documentation standards.
• Strong investigative and critical thinking abilities to assess compliance and operational effectiveness
• Ability to identify gaps and discrepancies in processes and documentation
• Proficiency in data analysis, quality or audit tools, reporting systems, and Microsoft Office applications
• Ability to prepare clear quality and operational reports, communicate findings effectively, and translate data into actionable insights

Behavioral Competencies:

• Excellent verbal and written communication skills with strong interpersonal abilities
• Self-motivated, organized, and detail-oriented with strong planning and relationship-building capabilities
• Analytical thinker with strong problem-solving, coaching, reporting, and facilitation skills
• Ability to work independently and collaboratively in a compliance-driven operational environment, with demonstrated objectivity and professional judgment
• Ability to adapt communication, coaching, and training delivery for different audiences and learning needs
• Demonstrated patience, empathy, and commitment to supporting employee development
• Experience in cross-functional collaboration and client-facing environments
• Ability to work under pressure and manage competing priorities effectively
• Commitment to fostering an inclusive team environment.

GENERAL CRITERIA FOR JOB APPLICATION

• Must comply with assigned shift schedule or either day or night shift, in line with business requirements
• Must be Work from Home enabled, and with stable internet connection (at least 25mbps)

Job Category:

Call Centre

Posting End Date:

23/10/2026