Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work.  Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

The Opportunity

The Quality Assurance (QA) team is responsible for evaluating accuracy, adherence to business processes and controls, risk management, and Client impact.

As the Senior Manager of QA, you will lead a team of Quality Consultants supporting operational teams within Client Services, while evolving the QA function into a data-driven, automation-enabled capability, with the Quality Consultant at the center.

This role blends people leadership, analytics, and digital transformation to improve quality outcomes, client experience, reduce risk, and enhance operational efficiency.

How You Will Contribute:

Leadership & Talent Development

• Lead, coach, and develop a team of Quality Consultants, fostering a high-performance, consultative and innovation-focused culture

• Provide ongoing feedback, career growth opportunities, and clear performance expectations

• Build capabilities in data literacy, automation, and AI adoption across the team

QA Strategy & Transformation

• Lead the evolution of QA from traditional audit/review to a proactive, insight-driven function, enabling process optimization and an error free experience for our clients.

• Identifies and supports implementation of opportunities to automate and integrate AI into mundane and administrative elements of the quality review process, allowing our talented Quality Consultants to focus on more complex and highest value work

Data, Analytics & Insights

• Deliver and enhance reporting to leadership, identifying actionable trends and insights across QA data

• Translate QA findings into clear, data-driven recommendations that improve business performance and client experience

Cross-Functional Partnership

• Collaborate with Business Partners, Training, Risk, Audit, and Technology partners to address quality themes and systemic issues

• Partner with Digital/IT teams to design and deploy automation and AI solutions

• Use input from business partners and data to navigate competing priorities across teams

Risk Management & Controls

• Maintain strong oversight of QA processes, controls, and governance

• Use automation and AI to strengthen risk detection and early issue identification

• Support internal audits and escalations while ensuring integrity of the QA program

Continuous Improvement & Innovation

• Champion a continuous improvement mindset, using data and technology to drive efficiency

• Identify opportunities to streamline workflows and eliminate low-value manual tasks

• Lead change management efforts to embed new tools, processes, and ways of working

What You Will Bring With You:

• Proven experience leading QA, Claims, or operational teams

• Strong analytical and data interpretation skills with ability to translate insights into action

• Experience or demonstrated interest in automation, AI, or digital transformation initiatives

• Ability to lead organizational change and drive adoption of new technologies

• Strong collaboration and influencing skills across business and technical teams

• Excellent communication and storytelling with data

• Continuous improvement mindset with focus on innovation and efficiency

Salary Range: $72,500 - $108,800
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.

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