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Job Description:

This incumbent will be responsible for leading the US Group Disability at SLGS. This individual will manage and lead operational improvement initiatives, provide issue identification and resolution, provide work plans at the required level of detail, provide improvement recommendations and roadmaps and scope projects and involve relevant others. The person would also be responsible to develop First Line Managers and ensure there is continuous learning program in place fostering a high-performance environment.

Success requires a combination of strong qualitative and quantitative analytical skills, technical competency, and the ability to lead and influence across processes and functional divisions.

The role requires independent thinking, ability to collaborate across locations and strong written and verbal communication skills. In addition, the Manager is required to maintain confidentiality and provide recommendations to management.

Education/Experience

• Minimum – Post Graduate/Graduate
• Relevant qualifications in Operations/ Business Management preferred in Disability Claims Operations
• Minimum 12 years of industry Customer Service experience in North America Non Voice Ops (Disability insurance preferred)
• Should be currently working in the capacity of a Manager / similar designation for more than 1 year

Skills/Capabilities

• Leadership experience of managing a team size of at least 80, ability to work in an environment of multiple priorities and conflicting deadlines
• Customer service focus, Strong people management and leadership skills
• Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow
• Ability to build strong relationships with others across business and technical communities.
• Process improvement experience using a methodology
• Accomplishments in process optimization, operations management, and client servicing & team management with key focus on cost control, revenue maximization, and strategic planning & change management
• Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.
• An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude
• Established good track record in attrition control and mapping, align staffing as per volume forecast and hiring
• Ability to assess Processes & identify digital & automation opportunities
• Ability to create CBA , Present & Seek approval for Business cases and laisse with technology team in deployment of solutions

Service Delivery & Team Management

• Track and report all process metrics (Operational SLA & KPI’s) – strengthen reporting to drive process adherence, Reduce delivery variation through RCA (Root Cause Analysis) and Continuous improvement projects
• Complete implementation of Operations volume and capacity forecasting model to ensure adequate capacity to manage demand & Initiate work to implement process maturity model
• Learn and develop an in-depth understanding of the business
• Maintain & strengthen process governance and partner communication
• Develop and implement strategies to continually improve processes, quality and the customer experience in a cost-effective manner, leveraging quality improvement tools and methodologies such as Lean and Six Sigma
• Remain compliant with all policies and regulation. Achieve “satisfactory” internal and external Audit rating
• Strengthen sourcing by attracting and hiring a high performing and talented work force.
• Ensure employee retention of at least 80% by strengthening engagement and partnering with HR to develop and implement employee best practices
• Drive minimum 5% job rotation

Business partner engagement

• Always maintain a strong positive client relationship and achieve/exceed satisfaction expectations
• Ensure regular and timely updates with Partners and quick action on issues to the satisfaction of the partners
• Stay in touch with the Business partners on a regular basis to review progress
• Collaboration with multiple stakeholders across the line of business
• Integration and alignment with function's vision and strategy
• Represent ASC and the value

Support SLGS strategic objectives

• Incremental net contribution of 5% to Sun Life bottom line, through Productivity and Cost Efficiencies.
• Maintains a complete and thorough understanding of technical systems in a complex automated customer service center
• Continually measures and evaluates all work processes using Lean, Six sigma, and other improvement methods
• Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience
• Implements change or develop new processes as necessary to provide the ability to better service multiple work types
• Drive the Strategic Transformation initiatives linked to Automation and Digitization aimed at enhancing client experience and generating savings for the organization.

Management scope

Total Staff Managed:    50-70

Total Direct Reports:    3-4

Direct Report Positions: Assistant Managers/Team Leaders

Behavioral skills

Mandate Skills

• Collaborates effectively
  • Drives collaboration among team members in his/ her function
  • Presenting a supportive, united front when appropriate.
• Communicates Confidently
  • Communicates crisply and candidly
  • Communicates effectively across audiences (reporting managers, peers, business partners)
  • Balances talking and listening to foster candid dialogue
  • Empathy for effective on the job coaching and feedback
• Focuses on the Customer
  • Raises concerns and recommends potential solutions for those processes that negatively impact the customer service experience or the fair treatment of customers
  • Helps employees understand the impact of their work on the customer/ client
  • Organizes own work to meet agreed upon deadlines
  • Focuses on surfacing underlying customer issues / concerns and identifying root causes
• Takes Accountability
  • Takes steps to understand decision making processes and procedures – uses this understanding in developing work plans
  • Escalating issues or redirecting enquiries in a timely and efficient fashion.
  • Following up with customers when we say we will and delivering on our commitments
  • Works under general supervision on day to day matters.
• Understands our Business
  • Enhances understanding about the business of SLF (e.g. products and services, org structure, key competitors)
  • Understands how his/her role relates to the Business Unit/ Function's objectives

Job Category:

Customer Service / Operations

Posting End Date:

30/03/2025