Senior Manager, Claims

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 6,400 employees and associates in our partner dental practices and operate nationwide.
At Sun Life, we're 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, you'll 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.
Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.
Job Description:
Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week. ​
The opportunity:
The Senior Manager, Supplemental Health Claims is responsible for the management of Claims Case Specialists who process claims for Accident, Cancer Indemnity, Critical Illness and Hospital Indemnity benefits. This position works in partnership with our Claims Intake team to ensure claims are accurately created and assigned to Case Specialists in a timely manner; maintains oversight of claim workload for staff; ensures accurate and timely payments and/or claim decisions to claimants in accordance with company policies and regulatory guidelines. With a customer-centric focus, this role will ensure that Case Specialists provide exceptional customer service to policyholders, serving as a leader and go-to resource for the Claims team to ensure accuracy and the highest level of service for Clients. The incumbent will work to identify best practices, partnering closely with Customer Service and Client Management to ensure FullscopeRMS is providing exceptional service to its Carrier Partners.
How you will contribute:
Manages a claims team of 10-12 people to achieve the required business results.
Monitor performance against goals, utilizes operational metrics, track trends and results and adjusts tactics when necessary.
Set and communicate clear goals and objectives for the team/ Keep teams focused on the most critical outcomes for our partners and our business​.
Manages litigated claims and appeals (DOI complaints, internal complaints/grievances).
Coaches others on complex decision making with a focus on staff empowerment and continuous learning.
Performs regular staff one-on-ones to review productivity and quality assurance results and improvement opportunities.
Works with staff to create goals and provide continuous coaching to facilitate staff growth and development.
Handles escalated claims and monitors caseloads and productivity for service standards (performance guarantees and SLAs).
Managing people and adapting/refining management skills to create and maintain a collaborative and cohesive team.
Participates in new FSRMS partner prospecting and implementations, and/or product enhancement initiatives.
Serves as a liaison between our Carrier Partners and all internal FSRMS teams (Contact Center, IT, Finance, Policy Services)
What you will bring with you:
Minimum of 5 years of relevant experience in Employee Benefits, client-facing roles and/or equivalent experience within the Group Insurance industry.
Minimum 2 years previous supervisory/management experience preferred.
Prior experience in Supplemental Health claims is preferred.
Excellent written and verbal communication skills, with the ability to effectively convey complex information to diverse audiences.
Proficiency in Microsoft Office Suite, with intermediate/advanced skills in Excel.
Demonstrated ability to build and maintain strong relationships with clients, team members, and cross-functional partners.
Detail-oriented with exceptional organizational skills.
Continuous improvement mindset with a strong focus on partner-centric solutions.
Demonstrates flexibility and resilience in managing shifting priorities while maintaining high performance in fast-paced environments.
Salary:
$71,100 - $106,700
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 location. In 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.
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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. We’re proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "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 thebrightside@sunlife.com 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:
Claims - Life & Disability
Posting End Date:
08/11/2026