Senior Manager, Claims Services

Senior Manager, Claims Services

Sun Life embraces a hybrid work model that balances in‑office collaboration with the flexibility of virtual work in the contiguous states plus Alaska.

We are seeking a Senior Manager, Claims Services to lead a high‑performing team supporting Stop Loss & Health Claims Services. This role is responsible for monitoring individual and team performance, maintaining metric data and trend reporting, and identifying training opportunities that strengthen accuracy, efficiency, and service delivery.

• Lead, coach, and develop a high‑performing Claims Services team in a production‑oriented environment, ensuring individual and team performance aligns to established goals, service expectations, and quality metrics.
• Monitor team metric data, inventory levels, production trends, and accuracy measures to identify performance patterns, training needs, and opportunities for process improvement.
• Oversee execution of data intake, data management, claims processing, reporting, and related operational functions supporting Stop Loss & Health Claims Services.
• Apply working knowledge of stop loss insurance, medical and pharmacy claims data, detailed expense lines, merged reporting, and claims data processes to support accurate and efficient service delivery.
• Maintain and enhance spreadsheets, tracking tools, and reporting resources used for data collection, storage, analysis, performance monitoring, and operational decision‑making.
• Document, communicate, and reinforce policies, procedures, and process changes to ensure team members remain aligned with current practices and expectations.
• Partner with employees across the organization to address data intake needs, resolve source or template issues, and improve workflows that support internal and external client needs.
• Foster a Brighter Way mindset by encouraging continuous improvement, empowering team members to develop solutions, and supporting ideas through appropriate review and approval channels.
• Develop onboarding, training, presentations, and recorded learning resources in partnership with Team Leads to build capability for new and existing employees.
• Meet regularly with the Associate Director, Claims Services to communicate team performance, improvements, concerns, resource needs, and opportunities to further strengthen the function.

• Prior people‑management experience required, ideally within a high‑volume claims, data operations, insurance, or healthcare environment.
• Bachelor's degree with 57 years of relevant industry experience preferred.
• Working knowledge of claims data, claims processes, and data intake workflows.
• Strong ability to manage individual and team performance, allocate resources effectively, and support quality outcomes in a fast‑paced production environment.
• Advanced Microsoft Excel skills, with the ability to maintain tracking tools, analyze data, identify trends, and translate insights into action.
• Proficiency with Microsoft Word and PowerPoint, including the ability to create clear documentation, presentations, and training materials.
• Highly organized, results‑oriented, and resourceful, with strong analytical, problem‑solving, and execution skills.
• Excellent written and verbal communication skills, with the confidence to present information clearly and reinforce expectations across audiences.
• Ability to build partnerships, influence across levels, and collaborate effectively with internal and external stakeholders.
• Demonstrated ability to recommend, document, and drive process efficiencies and continuous improvement opportunities.

$68,200-$102,300

We offer 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. We support career growth with a flexible, inclusive work environment and provide a 401(k) employer match, stock purchase options, and an employer‑funded retirement account.

We will make reasonable accommodations to the known physical or mental…