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.
At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.
When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.
Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.
Job Description:
The Opportunity
The Senior Manager, Premium Resolution leads a team responsible for resolving complex premium administration issues, payment inquiries, collections concerns, billing discrepancies, lapse prevention, and premium reconciliation activities across Sun Life's Group Benefits business. This role is accountable for delivering a strong client and employee experience while ensuring operational excellence, financial accuracy, risk mitigation, and adherence to service commitments.
The Senior Manager provides direction, coaching, and oversight for the U150 Resolution team, acts as an escalation leader for high-impact or financially sensitive issues, and partners across Client Account Management, Underwriting, Billing, Claims, Sales, Technology, Finance, and other operational teams to drive timely and sustainable resolutions.
What you will do:
People Leadership and Talent Development
• Lead, coach, and develop Premium Resolution Specialists responsible for complex client payment, billing, lapse, and premium-related inquiries.
• Set clear expectations for production, quality, service, collaboration, risk management, and client outcomes.
• Conduct performance check-ins, development planning, career coaching, workload balancing, and succession planning.
• Foster an inclusive, collaborative, accountable, and client-focused team culture.
Client Resolution and Escalation Management
• Serve as escalation owner for complex, high-value, aged, or financially sensitive premium issues and lapse situations.
• Ensure team members coordinate internal resources and own assigned issues from beginning to end.
• Promote proactive communication with clients, brokers, TPAs, and internal partners to improve experience and reduce rework.
Operational Excellence and Controls
• Monitor inventory, workflow queues, case aging, turnaround time, quality, and service expectations.
• Identify recurring root causes and implement sustainable process improvements, job aids, controls, and governance routines.
• Ensure accurate application of documented procedures and appropriate handling of payment history, paid-versus-billed analyses, lapse inquiries, and reconciliation support.
• Represent Premium Administration in projects, issue-resolution forums, and operational readiness activities.
Cross-Functional Leadership
• Build effective partnerships with Underwriting, Amendments, Client Services, Sales, Billing, Finance, Technology, and other teams to resolve issues and improve handoffs.
• Use data, reporting, and operational insights to communicate themes, recommend priorities, and support strategic planning.
• Drive adoption of continuous improvement, automation, and AI-enabled opportunities that reduce manual work and improve accuracy.
What you will bring with you:
- 3 to 5+ years of experience in Group Benefits, Premium Administration, Billing, Financial Operations, Client Services, or related insurance operations preferred.
- Strong people leadership, coaching, performance management, and workforce planning skills.
- Demonstrated ability to lead through ambiguity, competing priorities, and time-sensitive client escalations.
- Strong financial and operational acumen, including ability to interpret premium balances, billing records, payment history, and receivable trends.
- Excellent written and verbal communication skills, with ability to tailor messages for clients, brokers, operational partners, and senior leaders.
- Experience with process improvement, operational controls, reporting, or automation initiatives preferred.
- Strong analytical skills and comfort using Excel, reporting tools, workflow data, and operational metrics to manage performance and identify trends.
- Client-centered mindset with demonstrated judgment, confidentiality, sound decision-making, and attention to detail.
- Commitment to diversity, equity, inclusion, collaboration, and continuous learning.
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: $64,700 - $97,100
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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 [email protected] 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.
Job Category:
Posting End Date:
Skills Required
- 3 to 5+ years of experience in Group Benefits, Premium Administration, Billing, Financial Operations, Client Services, or related insurance operations.
- People leadership, coaching, performance management, and workforce planning skills.
- Ability to lead through ambiguity, competing priorities, and time-sensitive client escalations.
- Strong financial and operational acumen; interpret premium balances, billing records, payment history, and receivable trends.
- Excellent written and verbal communication skills tailored to clients, brokers, partners, and senior leaders.
- Experience with process improvement, operational controls, reporting, or automation initiatives.
- Strong analytical skills and comfort using Excel, reporting tools, workflow data, and operational metrics.
- Client-centered mindset with sound judgment, confidentiality, decision-making, and attention to detail.
- Commitment to diversity, equity, inclusion, collaboration, and continuous learning.
What We Do
A UK company, Sun Life Financial of Canada is focused on building excellent customer service by offering the highest levels of customer care. We have been serving customers in the UK for over 100 years
