Sr. Manager, Member Services

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Location: We support US flexible working arrangements in the contiguous 48 states.   

At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.  

The opportunity:  

This role is responsible for coaching and developing our Member Services Representatives and Member Services Specialists within the Service Center to provide top tiered service for Sun Life policyholders, primarily in the short-term disability space.  The Senior Manager will also influence the evolution of the service experience provided to our clients by providing valuable feedback based on interactions with various stakeholders within Client Services, Distribution, Marketing and IT. The leader will also identify and implement continuous improvement ideas and cost savings initiatives. All positions within Member Services require a high focus on the client experience and evolving business needs as we work to maintain our clients for life.

The Team Lead role that supports all Member Services Teams with project and technical support, leadership, procedural documentation and reinforced training will report into the Senior Manager.  It will be critical that this level of talent is developed into bench strength for the manager role. The Senior Manager will need to guide the Team Lead’s development skills to provide pinpointed coaching and feedback, identify trends and further develop the representatives’ technical knowledge across all skills.

The successful candidate needs to thrive in a fast-paced environment. In addition to meeting or exceeding service level expectations, the management of performance guarantees is critical to maintain the confidence and relationship with key clients.  Because the Member Services Representatives and Specialists role plays a critical role in Client receiving the appropriate claims decisions, potential extension of pay and guidance on next steps with the employer/state, it will be critical that the Sr. Manager maintains a pulse of the teams performance on a consistent basis. The Senior Manager will need to gain the buy in and influence change consistently.  Providing clear communication, motivating a team in a structured contact center environment and engaging their team to execute is also critical for success.

How you will contribute:  

• Create a high performance culture, supporting key business goals and objectives

• Build a team-oriented, multi-disciplined environment producing an eager and engaged workforce

• Provide consistent coaching and development to ensure a positive client experience is provided through every contact

• Collaborate with Learning and Development and Quality for the development of fully cross trained representatives to build bench strength for a healthy pipeline into Specialty Teams/new skills.

• Ensure teams achieve service level goals, performance guarantees, productivity goals, scheduled adherence and quality assurance expectations as well as exude leadership competencies that contribute to a successful team environment

• Build talent bench for future leadership opportunities, to provide talent for partnering organizations and to strengthen existing talent pool

• Proactive performance management when expectations are not met

• Ensure day-to-day team performance positively impacts larger company initiatives (i.e. Customer Satisfaction scores)

• Spear head new initiatives and pave the way for change for the rest of the Service Center

What you will bring with you:  

• Ability to work with a diverse group of people

• Proven track record of ability to engage, retain and develop talent

• Excellent Customer service skills

• Ability to build an effective rapport and influence key stakeholders and