Sr. Manager, Quality Assurance

Job Description

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.

Our 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, disability programs and a partially paid sabbatical program
• 401(k) employer match, stock purchase options and an employer-funded retirement account
• A flexible, inclusive and collaborative work environment that supports career growth

Equal Opportunity Employer

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.