Sun Life created a new leadership position — director of advisor and firm experience in insurance — and appointed Michelle Foster to the role, the insurer announced earlier this month.
Foster is accountable for both the advisor experience and firm experience teams, Kerry-Ann Bent, assistant vice-president of new business and underwriting in individual operations at Sun Life Financial Distribution, said in an email.
“Advisors told us our processes didn’t always reflect the realities of their back-office workflows,” Bent said. “Complex cases can get delayed when ownership isn’t clear, escalations repeat, or issues are worked around rather than fixed.”
Bringing the two teams under a single leadership creates clearer accountability and faster resolution for such cases, Bent added. “This role ensures advisor and MGA (managing general agent) feedback directly shapes how we simplify processes, resolve issues and improve placement outcomes, so advisors can focus more on their clients and less on navigating operations.”
Advisors can continue to connect with their usual new business, underwriting and policy administration contacts.