Team Lead, Disability Benefits

You are as unique as your journey, your experience, and your perspective. Here, you will be encouraged, empowered, and challenged to be at your best. You will 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 will have new and exciting opportunities to make life brighter for our Clients – who are at the heart of everything we do.

At Sun Life, we are guided by our Purpose: to help our Clients achieve lifelong financial security and live healthier lives. Our values shape how we work: kindness, authenticity, boldness, inspiration, and impact.

When you join Sun Life, you work with passionate colleagues and enabling leaders who support your growth and celebrate your contributions, so you can make a significant difference in the lives of our Clients.

Discover how you can make a difference in the lives of people, families, and communities around the world.

12-month contract

Location: Montreal

At Group Benefits, we serve over 5 million Canadians – participants and dependents – through more than 11,000 collective plans across the country. Our clients include employees, associations, affinity groups, and groups linked to practically every industry in Canada, and we are proud to be their benefits provider.

As a Team Lead working in Group Disability, you contribute to the service and financial responsibility towards plan sponsors and participants. For plan sponsors and participants, this means we manage claims processing in a cost-effective and efficient manner using sound and fair practices, aligned with our health management philosophy and approach.

We offer superior expertise in case management by performing accurate benefit adjustments, providing excellent customer service, and processing applicable benefits. Our financial responsibility also extends to the company in terms of profits and compliance with regulations. Finally, we have the responsibility of protecting and strengthening our reputation, which is one of our greatest assets. This reputation includes our image both externally and internally, as well as our employees' engagement.

Responsibilities

• Ensure that staff manage all tasks related to the QPP/QPI processes by consistently following the required steps and meeting tight deadlines;
• Provide technical support to staff regarding the claim, decision, appeal, deduction, overpayment, and maximum contribution processes for QPP/QPI;
• Ensure that QPP/QPI-related codes are accurate and up-to-date;
• Ensure that we meet or exceed our annual target for the percentage of permanent disability cases for which QPP or QPI benefits are paid;
• Clearly demonstrate how the team aligns with the Group Life and Disability Regulations plans and articulate its objectives;
• Communicate the organization's key messages and initiatives, as well as the appropriate context, to team members so they understand the objectives and the expected contribution;
• Handle internal and external inquiries, including the routing of complaints and appeals to a higher level;
• Demonstrate strong communication, organization, and interpersonal skills to maintain good relationships with the client base;
• Proactively address client needs and effectively handle escalated complaints;
• Help your team prioritize their work to meet customer service quality standards and the best practices defined by Sun Life;
• Serve as the resource person within your assigned team by providing clear directives regarding department objectives, workload management, resolution of difficult cases, workflow, and various processes;
• Foster a culture of continuous improvement and learning and encourage behaviors that define the desired culture and environment. Ensure the success and engagement of your direct reports by creating a positive work environment;
• Collaborate with your direct reports, support teams, and/or Group Disability, Business Development, and other regional offices to ensure national uniformity and provide customer service that meets expectations. When changes are implemented, ensure that the importance of the change is understood, that it is actively supported, that it is communicated, and that it is monitored to ensure it is effective and meets organizational goals;
• Hire qualified personnel and perform high-quality work by providing leadership;
• Meet, recommend, and hire competent employees;
• Monitor work volumes, staff turnover, and team productivity to meet service standards, resource utilization efficiency, and employee placement;
• Ensure progress is made towards set goals by conducting quality checks with staff.

What You Bring to the Table

• Demonstrated leadership experience;
• Ability to work in a fast-paced and structured environment;
• Multitasking skills;
• Ability to manage priorities effectively;
• Available for occasional travel to Waterloo, Ontario;
• Ability to act as a mentor and influence people to achieve desired behaviors;
• Technical skills, ease of learning, and good understanding of technical concepts;
• Demonstrate a contagious positive attitude combined with a desire to succeed and commitment to customer service quality;
• Have a critical mindset and excellent customer service skills;
• Be empathetic and listen actively;
• Be able to deliver bad news with tact and diplomacy;
• Analytical profile with a passion for problem-solving;
• Adaptability, flexibility, and strong decision-making skills;
• Ability to influence change;
• Bilingualism (French, English, both oral and written) is required due to frequent interactions with internal bilingual and bicultural colleagues or partners across Canada or the world.

Sun Life Financial supports equal employment opportunity.

We thank all candidates for their interest in this position. We will only contact candidates we wish to interview.

The base salary range applies to the primary location for which the job is posted. It may vary depending on the location of the selected candidate or other factors. In addition to the base salary, eligible Sun Life employees participate in various incentive programs whose payment is discretionary and subject to individual and company performance. Some sales-focused roles include sales incentive programs based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with varied perspectives and creative ideas benefits our Clients, the communities where we operate, and us all as colleagues. We welcome applications from qualified individuals from all backgrounds.

People with disabilities who require accommodations in the application process or who need job offers in an alternative format can send a request by email to ... .

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work both in the office and virtually, depending on the needs of the business, our Clients, and you.