Associate Director, Supplemental Health Claims Operations

About the role

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.

Responsibilities

• 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.
• Oversee day-to-day claims operations across multiple product lines, ensuring work is handled accurately, efficiently, and with strong service discipline.
• 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.
• Lead, coach, and develop claims managers and team members, creating an environment where people can do their best work and grow their careers.
• 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.
• 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

• 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.
• 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.

Salary and Benefits

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.

Additional Information

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.