Associate Director, Supplemental Health Claims Operations

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.

About the Role

This is a hybrid role requiring two days a week on site at one of our core office locations. This is an exciting opportunity to lead a high-performing Supplemental Health Claims team within an organization known for its strong culture, commitment to clients, and focus on helping people in moments that matter. The Associate Director, Supplemental Health Claims, will provide strategic leadership and operational oversight for claims and service functions, helping shape a best-in-class experience for claimants, clients, and partners. This leader will drive service excellence, modernize end-to-end claims operations, strengthen regulatory and operational controls, and develop talented teams that are accountable, collaborative, and focused on continuous improvement.

Responsibilities

Strategic Leadership & Execution

• 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.

Operational Excellence

• Oversee day-to-day claims operations across multiple product lines, ensuring work is handled accurately, efficiently, and with strong service discipline.
• Ensure seamless handling of complex, high-visibility, or escalated claims and service matters.
• 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.

People Leadership & Team Development

• Lead, coach, and develop claims managers and team members, creating an environment where people can do their best work and grow their careers.
• Foster a culture of accountability, inclusion, collaboration, service excellence, and continuous learning.
• 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.

Compliance, Risk & Controls

• 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.

Collaboration & Expertise

• 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.

Requirements

Education & Experience

• 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.

Skills & Competencies

• 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.

Benefits

• 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, and disability programs.
• Partially paid sabbatical program.
• 401(k) employer match, stock purchase options, and an employer-funded retirement account.
• Flexible, inclusive, and collaborative work environment that supports career growth.

Pay

The salary range for this role is competitive nationwide, with actual base salary determined based on skills, qualifications, experience, education, and geographic location. The range is $95,700 - $143,600. This position is also eligible for a discretionary annual incentive award based on individual and business performance.

Schedule

Hybrid role requiring two days a week on site at one of our core office locations.