Senior Manager, Claims Services

Sun Life•Hartford, ME

8h•Hybrid

About The Position

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work in the contiguous states plus AK. The opportunity: We are seeking a Senior Manager, Claims Services to lead a high-performing team supporting Stop Loss & Health Claims Services. This role is responsible for monitoring individual and team performance, maintaining metric data and trend reporting, and identifying training opportunities that strengthen accuracy, efficiency, and service delivery. This role partners closely with the Associate Director, Claims Services to ensure the team has the expertise, tools, and support needed to process claims data accurately and efficiently. The Senior Manager will regularly engage with team members individually and collectively to reinforce goals, monitor progress, support development, and drive continuous improvement across data intake, reporting, and claims services operations.

Requirements

Prior people management experience required, ideally within a high-volume claims, data operations, insurance, or healthcare environment.
Working knowledge of claims data, claims processes, and data intake workflows.
Strong ability to manage individual and team performance, allocate resources effectively, and support quality outcomes in a fast-paced production environment.
Advanced Microsoft Excel skills, with the ability to maintain tracking tools, analyze data, identify trends, and translate insights into action.
Proficiency with Microsoft Word and PowerPoint, including the ability to create clear documentation, presentations, and training materials.
Highly organized, results-oriented, and resourceful, with strong analytical, problem-solving, and execution skills.
Excellent written and verbal communication skills, with the confidence to present information clearly and reinforce expectations across audiences.
Ability to build partnerships, influence across levels, and collaborate effectively with internal and external stakeholders.
Demonstrated ability to recommend, document, and drive process efficiencies and continuous improvement opportunities.

Nice To Haves

Bachelor’s degree with 5–7 years of relevant industry experience preferred.

Responsibilities

Lead, coach, and develop a high-performing Claims Services team in a production-oriented environment, ensuring individual and team performance aligns to established goals, service expectations, and quality metrics.
Monitor team metric data, inventory levels, production trends, and accuracy measures to identify performance patterns, training needs, and opportunities for process improvement.
Oversee execution of data intake, data management, claims processing, reporting, and related operational functions supporting Stop Loss & Health Claims Services.
Apply working knowledge of stop loss insurance, medical and pharmacy claims data, detailed expense lines, merged reporting, and claims data processes to support accurate and efficient service delivery.
Maintain and enhance spreadsheets, tracking tools, and reporting resources used for data collection, storage, analysis, performance monitoring, and operational decision-making.
Document, communicate, and reinforce policies, procedures, and process changes to ensure team members remain aligned with current practices and expectations.
Partner with employees across the organization to address data intake needs, resolve source or template issues, and improve workflows that support internal and external client needs.
Foster a Brighter Way mindset by encouraging continuous improvement, empowering team members to develop solutions, and supporting ideas through appropriate review and approval channels.
Develop onboarding, training, presentations, and recorded learning resources in partnership with Team Leads to build capability for new and existing employees.
Meet regularly with the Associate Director, Claims Services to communicate team performance, improvements, concerns, resource needs, and opportunities to further strengthen the function.