National Account Operations Senior Specialist

Sun Life•Wellesley, MA

4d•$53,800 - $80,700•Hybrid

About The Position

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 National Account Operations Specialist is responsible for managing the end-to-end administration of National Account business, including both new case implementations and policy amendments. This role serves as a key operational partner across multiple functions, collaborating with National Account Implementation, Client Delivery, Underwriting, Claims, Compliance, Billing, and other stakeholders to ensure accurate and timely policy administration. The Specialist independently manages a complex portfolio of work, balancing competing priorities while maintaining a high level of accuracy, quality, and customer focus. Success in this role requires strong analytical skills, attention to detail, and the ability to navigate complex contractual provisions and policy structures. The Specialist is accountable for meeting service level expectations, managing inventory effectively, resolving issues proactively, and contributing to a seamless client and partner experience through cross-functional collaboration and operational excellence.

Requirements

Ability to organize and prioritize fluctuating work volumes and competing demands
Ability to take on projects and meet deadlines.
Ability to actively listen to senior leadership and colleagues, paying attention to their needs, wants, likes, dislikes, trends, ideas and suggestions is critical
Ability to develop and maintain effective, professional business relationships with internal colleagues
In-depth knowledge of Group Insurance products, risk management policies and administrative processes.
Ability to think creatively to resolve complex or non-routine issues
Strong written and verbal communication skills
Solid project management, decision-making and problem solving skills
Ability to develop and maintain effective, professional business relationships with internal customers
Demonstrated ability to work independently
Understanding of specialized business and critical partnerships
Communication/negotiation and influencing skills are critical competencies
Audit individual case characteristics (plan designs, situs location, etc.) against Sun Life Product guidelines, State regulations and the System spec.
Review accuracy of the QPS output, Doc Generation programing, Customization of the document, State regulations and System spec
Understanding of Special Language protocols and continued efforts to drive towards an improved process. Capable of building strong relationships with Product and Compliance Leaders .

Responsibilities

Manage the end-to-end administration of National Account business, supporting both new client implementations and ongoing policy amendments.
Deliver operational support for large, complex, and strategically significant National Account clients while ensuring accuracy, quality, and service excellence.
Partner with Implementation, Client Delivery, Underwriting, Claims, Compliance, Billing, and other business areas to successfully execute client requests and policy changes.
Consult with cross-functional stakeholders to evaluate benefit designs, contractual provisions, and claims administration requirements for new and existing clients.
Configure and maintain policy information within administrative systems, including plan builds, class structures, eligibility updates, and policy changes.
Coordinate and maintain employer communication and contact management structures to support absence programs, custom claims routing, and specialized client requirements.
Create, review, and customize client-facing and operational documentation to ensure compliance, accuracy, and alignment with contractual requirements.
Interpret complex contractual language, state regulations, legal requirements, and specialized benefit provisions to support accurate policy administration.
Collaborate with Specialty Contracts and implementation partners to document and administer non-standard client requests and customized plan designs.
Analyze and translate client requirements into operational and claims administration solutions.
Configure and maintain claims administration systems to support disability, absence, and other specialized benefit programs.
Utilize advanced Excel and data management skills to analyze, manipulate, and validate census data, support system loads, and process billing adjustments.
Respond to escalated issues, urgent client requests, and operational challenges while driving timely resolution.
Participate in client and cross-functional meetings to clarify requirements, resolve issues, and ensure alignment on service delivery expectations.
Manage multiple priorities and deadlines while maintaining a high degree of accuracy, attention to detail, and accountability.
Contribute to continuous improvement initiatives by identifying process enhancements, operational efficiencies, and opportunities to improve the client experience.