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. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

In Group Benefits, we serve more than 5 million Canadians - plan members and their dependents - through our more than 11,000 group benefit plans across the country. Our customers include employees, associations, affinity groups and creditors in virtually every industry in Canada, and we're proud to be their benefits provider.

As a Team Leader in Group Disability, You will contribute to the service and fiscal responsibility to our Plan Sponsors and Plan Members. For our Plan Sponsors and Plan Members, this means we are managing their claims efficiently and effectively using sound and fair practices aligned with our philosophy and approach to Health Management.

We provide superior payment expertise on assigned cases, providing accurate adjustments, delivering outstanding customer service and applying all appropriate offsets. Our fiscal responsibility also extends to our company for both earnings and regulatory compliance. As well, we are all accountable for protecting and nurturing our reputation, which is one of our greatest assets. This reputation includes our image externally and internally as well as our employees' engagement.

Role Responsibilities:

• Ensure that staff manage all tasks connected to the CPP/QPP Process with a strong adherence to the required steps and within tight timeframes;
• Provide support to staff regarding CPP/QPP applications, decisions, appeals, offsets, overpayments and the 'assume max' process;
• Ensure that CPP/QPP coding is up-to-date and accurate;
• Ensure that our annual goal regarding the percentage of permanent claims with CPP/QPP offsets is met or exceeded;
• Provide focus and clear direction on how teams align with Group Disability plans and articulate the team's purpose and goals;
• Deliver key business messages and initiatives to teams with the appropriate context so that they find meaning in the content and can relate to their own contributions;
• Handle internal and external inquiries including escalation of complaints and claim appeals
• Exhibit solid communication, organizational and people skills in order to effectively manage client relationships
• Proactively address clients’ needs and address complaints that may be escalated to you.
• Help your team to prioritize work items in order to meet client service standards and Sun Life best practice guidelines
• Act as the primary resource for your assigned team, giving staff direction on overall office targets, workload management, difficult cases, department workflow and processes
• Foster a mindset of continuous improvement and learning and encourage behaviors that build the desired culture and environment. Ensure the success and engagement of your direct reports by fostering a positive work environment;
• Work collaboratively with direct reports, supporting teams and/or individuals within Group Disability, Business Development and other regional offices to ensure national consistency and delivery of expected levels of customer service.
• Be a change agent for your team by ensuring the degree of change is well understood, actively supported, communicated and monitored
• Ensure appropriately skilled staff are recruited and high quality of work achieved through coaching and mentoring
• Monitor workloads, resourcing and productivity across team to ensure service standards met, resources utilized efficiently, and resources allocated appropriately;
• Through quality audits of staff, ensure that progress is being made towards accuracy goal

 What You Bring To The Table:

• Previous leadership experience
• Ability to function in a fast paced, structured environment
• Work effectively in a multitask environment
• Strong ability to prioritize workload
• Ability to coach and influence desired behavior
• Technical aptitude; ability to learn quickly and understand technical concepts
• Infectiously positive attitude with a drive to succeed and a commitment to quality service
• Critical thinking and stellar client service skills
• Excellent listening skills and capacity for empathy
• Ability to deliver difficult news in a tactful and sensitive manner
• Analytical skills with a passion for solving problems
• Adaptability, flexibility and strong decision making skills
• Demonstrated ability to lead through change
• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Sun Life Financial promotes equal opportunity employment.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted

The Base Pay range is for the primary location for which the job is posted.  It may vary depending on the work location of the successful candidate or other factors.  In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance.  Certain sales focused roles have sales incentive plans based on individual or group sales results. 

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to [email protected].

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

54,300/54 300 - 88,300/88 300

Job Category:

Claims - Life & Disability

Posting End Date:

12/09/2024