Senior Manager, Premium Operations
Sun LifeAbout the role
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.
Job Description:
The Opportunity
The Senior Manager, Premium Resolution leads a team responsible for resolving complex premium administration issues, payment inquiries, collections concerns, billing discrepancies, lapse prevention, and premium reconciliation activities across Sun Life's Group Benefits business. This role is accountable for delivering a strong client and employee experience while ensuring operational excellence, financial accuracy, risk mitigation, and adherence to service commitments.
The Senior Manager provides direction, coaching, and oversight for the U150 Resolution team, acts as an escalation leader for high-impact or financially sensitive issues, and partners across Client Account Management, Underwriting, Billing, Claims, Sales, Technology, Finance, and other operational teams to drive timely and sustainable resolutions.
What you will do:
People Leadership and Talent Development
• Lead, coach, and develop Premium Resolution Specialists responsible for complex client payment, billing, lapse, and premium-related inquiries.
• Set clear expectations for production, quality, service, collaboration, risk management, and client outcomes.
• Conduct performance check-ins, development planning, career coaching, workload balancing, and succession planning.
• Foster an inclusive, collaborative, accountable, and client-focused team culture.
Client Resolution and Escalation Management
• Serve as escalation owner for complex, high-value, aged, or financially sensitive premium issues and lapse situations.
• Ensure team members coordinate internal resources and own assigned issues from beginning to end.
• Promote proactive communication with clients, brokers, TPAs, and internal partners to improve experience and reduce rework.
Operational Excellence and Controls
• Monitor inventory, workflow queues, case aging, turnaround time, quality, and service expectations.
• Identify recurring root causes and implement sustainable process improvements, job aids, controls, and governance routines.
• Ensure accurate application of documented procedures and appropriate handling of payment history, paid-versus-billed analyses, lapse inquiries, and reconciliation support.
• Represent Premium Administration in projects, issue-resolution forums, and operational readiness activities.
Cross-Functional Leadership
• Build effective partnerships with Underwriting, Amendments, Client Services, Sales, Billing, Finance, Technology, and other teams to resolve issues and improve handoffs.
• Use data, reporting, and operational insights to communicate themes, recommend priorities, and support strategic planning.
• Drive adoption of continuous improvement, automation, and AI-enabled opportunities that reduce manual work and improve accuracy.
What you will bring with you:
- 3 to 5+ years of experience in Group Benefits, Premium Administration, Billing, Financial Operations, Client Services, or related ins
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