Associate Director, Absence and STD Claims

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:  

Associate Directors provide leadership, guidance, and direction to a team of Senior Managers who have direct report of Claim Examiners adjudicating Absence (FMLA, PFL/PFML, ADA and other leave programs) and Integrated and/or Standalone Short Term Disability claims. The position is responsible for performance from a financial, risk and service perspective for multiple claim teams. 

Associate Directors are leaders of our organization and are a pivotal part of the success of our team.  This role has direct responsibilities including staffing and oversight, development of claim handling standards, implementation of strategic initiatives, change management, collaboration with internal partners such as field leadership, compliance, implementation, clinical, quality assurance and more.  This function is critical in delivering top performance and servicing multiple constituents. 

How you will contribute:  

• Leads team of 6 – 8 Sr. Absence and STD Sr. Managers, responsible for motivating them to deliver exceptional service for our clients

• Sets claims strategy, direction and improves the overall effectiveness of Sun Life’s absence management and short-term disability product and service offerings.

• Creates and fosters a positive and inclusive work environment, encouraging team members to achieve/exceed performance measures.

• Encourages high standards of performance and inspires others to achieve at this level.

• Proactively identifies opportunities and implements enhancements to the process, claim guidelines and reporting to deliver an improved client experience.

• Communicates with impact and drives positive and effective change management

• Ensures on-going claim management is within service standards and industry best practices by leading through Senior Managers who provide day-to-day leadership for the staff.

• Provides oversight for product performance and compliance with internal and regulatory requirements.

• Develops, implements and monitors performance indicators.  Provides recognition, training, and corrective actions, as needed.

• Regularly interact with senior leadership, business stakeholders, and clients and influence business solutions and strategy.

• Assists CCST with the implementation of new clients and effective integration with Sun Life programs and vendors.

• Responds to escalated client concerns and collaborates with internal and external constituents to achieve resolution. 

• Maintains an awareness of the regulatory environment and manages risk by consulting with legal resources, when appropriate.

What you will bring with you:  

• Ability to work with a diverse range of people. 

• Strong leadership skills and a minimum of five years supervision/management experience including leading the leaders of multiple teams and functions.

• Five years of demonstrated success in fostering a high performing Absence and/or Short-Term Disability team

• Exceptional communication skills, including an ability to articulate our strategic direction to both internal and external stakeholders.

• Highly effective in leading change management in a positive and effective manner.

• Demonstrated success in building trust-based partnerships in solving both strategic and tactical matters. 

• Proven success in developing employees and supporting them with their career aspirations.

• Deep understanding and experience with managing absence and disability teams and adherence to state and