Sr. Manager, Member Support

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:

This role is responsible for developing our Team Leads, Representatives, and Specialists within the contact center.  This leader is also responsible for providing top-tier service for Sun Life’s Members, primarily related to disability claims.  The Sr. Manager will influence the evolution of the experience provided to our clients by giving valuable feedback based on interactions with various stakeholders.  This leader will maintain strong relationships within Group Claims, Client Services, Distribution, Marketing and, IT.  They 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 an understanding of evolving business needs as we work to maintain our clients for life.

The Team Lead role reports into the Sr. Manager and supports all Member Services teams with staff development, project & technical support, leadership, procedural documentation, and assistance with training.  This leader will need to guide the Team Lead’s development and provide pinpointed coaching and feedback, identify trends and further develop the representatives’ technical knowledge across all skills.  It will be critical that this level of talent is developed into bench strength for future management roles.

The successful candidate needs to thrive in a fast-paced environment and maintain a sense of urgency with efficiency initiatives. 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.  It will be critical that the Sr. Manager maintains a consistent line of site into the team’s performance because Member Services plays a critical role in our Client receiving the appropriate claims decisions, potential extension of pay, and guidance on next steps with the employer/state.  This leader will need to gain buy-in from key stakeholders and influence change to consistently improve our services.  The Sr. Manager will need to provide clear communication and motivate a team in a structured contact center environment, engaging their team to execute at the highest level will be critical for success.

Responsibilities/Developmental Opportunities:

• 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 team is achieving service level goals, performance guarantees, productivity goals, scheduled adherence, and quality assurance expectations.
• Display 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.
• Proactively engage performance management resources when expectations are not met.
• Ensure day to day team performance positively impacts larger company initiatives (i.e. Customer Satisfaction scores)
• Lead new initiatives and encourage change within the contact center.

Preferred skills

• 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 partnering teams
• Solid understanding of Group insurance business and products knowledge
• Strong professional written and verbal communication skills
• Ability to multi task, prioritize work and create an internal network of people to drive results
• Demonstrated ability to effectively manage complexity and evolving business needs
• Attention to detail and critical thinking/problem solving skills

What is in it for you?

Excellent benefits with gener