Sr. Manager, Quality Assurance

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.

Location: We support US flexible working arrangements in the contiguous 48 states.   

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.  

The opportunity:  

 The Quality Assurance (QA) team is responsible for the review of various aspects of a claim file in order to assess the accuracy of benefit payments, adherence to business processes and controls, risk management and Client impact. As the Senior Manager, Quality Assurance you will provide leadership and strategic direction to a team of Quality Assurance Consultants supporting the Claims organization that focuses on Disability, Absence, Life and Life Waiver of Premium products. The Senior Manager is responsible for building out the QA program and overseeing the performance of team members and leading all aspects of the quality review program including system, process and controls. You will have the opportunity to strengthen business performance by identifying trends and partnering with Claims leaders and training professionals to provide development opportunities for staff. This role also involves reporting, analysis of key metrics and risk management oversight.

How you will contribute:  

• Lead, manage, hire, train, retain and motivate a team of Quality Assurance Consultants.

• Provide regular coaching, growth opportunities and developmental feedback to Quality Assurance Consultants.

• Encourage high standards of performance. Monitor individual and team results against department goals, metrics and service requirements.

• Lend technical expertise and support to Quality Consultants and internal business partners.

• Deliver reporting to Claims leadership, identifying trends in QA data across teams and departments.

• Collaborate with Claims leaders and business partners to address common themes that arise from quality reviews. Offer insight and recommendations to improve business performance.

• Resolve internal escalations, support the audit team and maintain the integrity of the QA process.

• Understand evolving business needs and drive organizational change. Create and foster a team environment that encourages others to be bold and deliver innovative solutions.

• Keeps current with industry practices and contributes to evolving claims management techniques

• Communicate effectively, negotiate conflict and influence others to take actions not always consistent with their initial objectives

• Ensure quality assurance reviews are accurate, objective and fair

• Supports development of new or revised policies and procedures, learning modules and presents to other members of the Department as required

What you will bring with you:  

• Ability to work with a diverse range of people

• Minimum of 5 years of progressive claims experience with advanced knowledge of Disability, Life/Life Waiver and Absence claims

• Demonstrated leadership qualities, including prior Quality Assurance program management and building out of a QA program

• Experience with paid family medical leave, ADA/ADAAA, and company leaves is a plus.

• College Degree preferred

• Ability to obtain and maintain appropriate TPA licenses in accordance with the Claims Licensing Policy

• Current working knowledge of federal and state leave regulations

• Excellent analytical skills

• Ability to work independently and as part of a team

• Strong written and verbal communication skills

• Demonstrated ability and willingness to give candid and meaningful feedback

• Adaptability to and ability to manage change within the organization and/or department

• Ability to work in a self-directed manner, and initiate and prioritize regular work duties and projects

• Detail oriented, organized, the ability to multi-task, and strong time management skills with the ability to meet deadlines and respond to unexpected requests in a prompt manner

• Strong computer skills, proficient in a PC environment and MS Word, Excel, Powerpoint, and email systems

Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.  

Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you!  

Life is brighter when you work at Sun Life  

• Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more  

• Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account   

• A flexible work environment with a friendly, caring, collaborative and inclusive culture   

• Great Place to Work® Certified in Canada and the U.S.   

• Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.  

Salary Range: $71,100 - $106,700

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.  

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.   

#LI-remote    

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation.

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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.