Senior Manager, Premium Operations
Job Location:
Wellesley, MA - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
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 6400 employees and associates in our partner dental practices and operate nationwide.
At Sun Life were 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 youll 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
TheSenior 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 Lifes 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 asescalationowner 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
Monitorinventory workflow queues case aging turnaround time quality and service expectations.
Identifyrecurring root causes and implement sustainable process improvements job aids controls and governance routines.
Ensureaccurateapplication of documented procedures andappropriate handlingof 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 insurance operations preferred.
- Strongpeopleleadership coaching performance management and workforce planning skills.
- Demonstrated ability to lead through ambiguity competing priorities and time-sensitive client escalations.
- Strong financial and operational acumen including ability to interpret premium balances billing records payment history and receivable trends.
- Excellent written and verbal communication skills with ability to tailor messages for clients brokers operational partners and senior leaders.
- Experience with process improvement operational controls reporting or automation initiatives preferred.
- Strong analytical skills and comfort using Excel reporting tools workflow data and operational metrics to manage performance andidentifytrends.
- Client-centered mindset withdemonstratedjudgment confidentiality sound decision-making and attention to detail.
- Commitment to diversity equity inclusion collaboration and continuous learning.
At our company we are committed to pay transparency and equity. The salary range for this role is competitive nationwide and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills qualifications experience education and geographic addition to your base salary this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions. National Average Salary Range: $64700 - $97100
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We are committed to fostering an inclusive environment where all employees feel they belong are supported and empowered to thrive. We are dedicated to building teams with varied experiences backgrounds perspectives and ideas that benefit our colleagues clients and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.
Life is brighter when you work at Sun Life
At Sun Life we prioritize your well-being with comprehensive benefits including generous vacation and sick time market-leading paid family parental and adoption leave medical coverage company paid life and AD&D insurance disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match stock purchase options and an employer-funded retirement account. Enjoy a flexible inclusive and collaborative work environment that supports career growth. Were proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S. weve also been recognized as a Top 10 employer by the Boston Globes Top Places to Work for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.
We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans unless the accommodation would impose an undue hardship on the operation of our business. Please email to request an accommodation.
For applicants residing in California please read our employee California Privacy Policy and Notice.
We do not require or administer lie detector tests as a condition of employment or continued employment.
Sun Life will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of applicable state and local laws including applicable fair chance ordinances.
All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.
Job Category:
Posting End Date:
Required Experience:
Senior Manager
About Company
Sun Life dental plans promote better oral health & are backed by large dental provider networks. Our flexible plans include PPO plans, prepaid or DHMO, ASO and individual prepaid/DHMO options.
