Job Description: The OpportunityThe 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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Job Category: Customer Service / Operations
Posting End Date: 28/08/2026
