Description
Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.
Job Description:
The Opportunity:
This is an exciting opportunity to lead a high-performing Supplemental Health Claims team within an organization known for its strong culture, commitment to clients, and focus on helping people in moments that matter. The Associate Director, Supplemental Health Claims, will provide strategic leadership and operational oversight for claims and service functions, helping shape a best-in-class experience for claimants, clients, and partners. This leader will drive service excellence, modernize end-to-end claims operations, strengthen regulatory and operational controls, and develop talented teams that are accountable, collaborative, and focused on continuous improvement.
What you will do:
Why This Role Matters
- Play a highly visible leadership role in a growing and important part of the business.
- Lead meaningful transformation across claims operations, service delivery, digital enablement, and process improvement.
- Work with a collaborative, high-performing team that values accountability, development, and a strong service mindset.
- Partner with leaders across Product, Technology, Legal, Compliance, Finance, Customer Experience, and Operations to deliver better outcomes for clients and claimants.
Key Responsibilities
Strategic Leadership & Execution
- Execute a forward-looking claims strategy aligned with enterprise objectives, client needs, and market expectations.
- Lead modernization initiatives that improve speed, quality, consistency, and the overall claimant and client experience.
- Establish clear operational performance standards, KPIs, quality benchmarks, and operating rhythms to drive accountability and continuous improvement.
- Use data, insights, and operational expertise to identify opportunities, prioritize process improvements, and deliver measurable outcomes.
Operational Excellence
- Oversee day-to-day claims operations across multiple product lines, ensuring work is handled accurately, efficiently, and with strong service discipline.
- Ensure seamless handling of complex, high-visibility, or escalated claims and service matters.
- Drive continuous process improvement using data insights, Agile and Lean practices, automation, and workflow optimization.
- Monitor operational capacity, resource allocation, service levels, productivity, quality, and risk indicators.
People Leadership & Team Development
- Lead, coach, and develop claims managers and team members, creating an environment where people can do their best work and grow their careers.
- Foster a culture of accountability, inclusion, collaboration, service excellence, and continuous learning.
- Support workforce planning, training, talent development, engagement, and retention strategies.
- Build team morale and strengthen employee experience through clear expectations, meaningful feedback, and visible leadership.
Compliance, Risk & Controls
- Ensure adherence to federal and state regulations, internal policies, contractual obligations, and industry standards.
- Partner with Legal, Compliance, Audit, Privacy, and operational risk teams to proactively identify, assess, and mitigate risks.
- Maintain strong controls, documentation, and governance practices that protect data integrity, privacy, and operational resilience.
- Promote a risk-aware culture while enabling efficient, client-centered execution.
Qualifications
- Collaborate with Product, Underwriting, Technology, Finance, Customer Experience, and Operations teams to support business goals and strengthen service delivery.
- Serve as a trusted claims subject matter expert in client meetings, escalations, audits, and strategic initiatives.
- Represent the claims organization in cross-functional steering committees, enterprise projects, and transformation efforts.
- Build strong relationships with internal and external partners to support client retention, operational readiness, and improved outcomes.
What you will bring with you:
Education & Experience
- Bachelor's degree required; advanced degree or industry designation such as CPCU, AIC, or a related credential preferred.
- 5+ years of progressive claims leadership experience, ideally within insurance, health benefits, supplemental health, or a related service environment.
- Demonstrated success leading teams, managing complex operations, and delivering measurable improvements in quality, service, productivity, and customer experience.
- Experience leading change, modernization, or transformation initiatives in a regulated environment.
Skills & Competencies
- Strategic thinker with strong analytical, operational, and business acumen.
- Proven ability to inspire teams, build trust, communicate clearly, and lead through change.
- Strong relationship-building skills with the ability to influence across functions and levels.
- Comfort using workflow systems, digital workflows, dashboards, and data to improve decisions and outcomes.
- Sound judgment, attention to detail, and the ability to balance service, quality, compliance, and operational efficiency.
What We Offer
- A chance to join a collaborative, high-performing team with meaningful visibility and impact.
- An organization with a strong company culture, clear purpose, and commitment to helping clients and claimants when they need support most.
- Opportunities to lead transformation, influence strategy, and shape the future of Supplemental Health claims operations.
- A leadership environment that values accountability, continuous improvement, employee development, and strong partnerships.
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. National Average Salary Range: $95,700 - $143,600
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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.
Life is brighter when you work at Sun Life
At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.
We will make reasonable accommodations to the known physical or mental limitations 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 thebrightside@sunlife.com to request an accommodation.
For applicants residing in California, please read our employee California Privacy Policy and Notice.
We do not require or administer lie detector tests as a condition of employment or continued employment.
Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.
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.
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