Director, Group Benefits Administration (SunAdvantage Operations)

Sun Life • Waterloo, ON

4d • $110,000 - $180,000 • Hybrid

About The Position

This role is responsible for providing strategic and operational leadership for SunAdvantage Operations, Sun Life’s small business group benefits offering. This business supports a high-volume, standardized client base and is a critical part of Sun Life’s growth strategy in the small business market. This role plays a key leadership role in enabling growth through scale, simplification, and digital enablement. As a key member of the GB Administration leadership team, you will lead multi-disciplinary teams responsible for plan administration, service delivery, and operational performance, ensuring a consistent, efficient, and high-quality client and member experience.

Requirements

• A proven senior leader with experience managing large-scale, operational service teams, ideally within financial services, insurance, or benefits administration.
• Demonstrated success leading change and transformation, particularly focused on scale, standardization, and operational efficiency.
• Strong ability to translate strategy into execution, delivering measurable results while building sustainable capability.
• Exceptional people leadership skills, with the ability to motivate, develop, and inspire teams through change.
• Strong analytical and decision-making capabilities, using data and insights to drive priorities and outcomes.
• Excellent collaboration and relationship-management skills, with comfort working across multiple stakeholders and leadership levels.
• Ability to navigate complex, fast-moving environments while maintaining focus on client and operational outcomes.
• Bilingualism (French, English, both oral and written) is required for Quebec only.
• Solid understanding of Group Benefits administration and service delivery models.
• Experience operating in environments where consistency, efficiency, and automation are key success factors.
• Strong knowledge of operational governance, controls, risk management, and compliance.

Nice To Haves

• Familiarity with digital enablement, workflow optimization, and automation is an asset.

Responsibilities

• Lead SunAdvantage Operations by developing and executing the service delivery strategy aligned with growth, cost, and client experience objectives.
• Achieve and sustain operational performance targets (service levels, productivity, cost-to-serve, quality).
• Drive scalability and simplification, identifying efficiencies that enable reinvestment in digital capabilities and automation.
• Oversee end-to-end operational delivery for SunAdvantage clients, ensuring timely and accurate administration across claims, billing, plan changes, and member support touchpoints.
• Develop, execute, and oversee OKRs (Objectives and Key Results) to support business priorities and continuous improvement.
• Lead, coach, and develop a diverse, talented, and highly engaged team across multiple locations, fostering strong leadership capability and succession.
• Champion a culture of continuous improvement, leveraging Lean/Brighter Way principles to improve productivity, service quality, and employee experience.
• Collaborate closely with partners across Product, Digital, Client Experience, Sales, Implementation, and other GB Administration teams to ensure operational readiness for product changes, growth initiatives, and legislative impacts.
• Represent SunAdvantage Operations in internal leadership forums and, as required, in client or distribution partner discussions.
• Ensure effective governance and controls, including the development, monitoring, and maintenance of internal controls, risk management, compliance, and reporting.

Benefits

• Supportive, flexible, and inclusive work environment
• Opportunity to lead a high-profile business central to Sun Life’s small business growth strategy
• Ability to shape and scale an operating model through simplification and digital transformation
• Collaborative, inclusive leadership team and environment focused on continuous improvement and innovation
• Being a member of the Sun Life family, united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• Ranked among the top 100 most sustainable global corporations by Corporate Knights for the 16th consecutive year
• Listed as one of the Best Workplaces for Women and Best Workplaces with Most Trusted Executive Teams
• Hybrid organization offering choice and flexibility to work from both the office and virtually
• Supportive, flexible, and inclusive work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 1-10 employees