Chef ou Cheffe d'équipe, Règlements / Claims Team Leader

Sun Life Financial; Montreal; Hybrid; CAD 56,000 - 93,000; Full time

Job summary

Sun Life Financial is seeking a Team Leader for their claims processing team in Montreal. This role requires expertise in managing teams and the ability to support bilingual staff. The leader will enhance client experiences, drive improvements, and foster a spirit of innovation and teamwork, while ensuring operational excellence.

Benefits

Flexible work options

Diverse and inclusive work environment

Qualifications

• Must be fluent in both French and English.
• Experience in managing teams in a complex environment.
• Strong ability to attract and retain talent.

Responsibilities

• Lead day-to-day operations and manage a team of analysts.
• Support team members in their functions and facilitate development.
• Handle escalations and ensure effective resolution of issues.

Skills

Bilingualism (French, English)

Coaching

Mentoring

Client orientation

Critical thinking

Autonomy

Team-building

Education

Bachelor's degree or equivalent experience

Tools

Excel

Tableau

Job description

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:

Reporting to the manager, the team leader manages day-to-day operations and leads a team of analysts who process claims and provide an exceptional Client experience to advisors, plan sponsors, and Clients.

We are looking for a resourceful individual capable of leading a team and determined to achieve results. They must possess excellent technical skills and attention to detail. They should be able to respect priorities and achieve objectives while preventing escalations.

Main Responsibilities:

• Support and guide team members in their daily functions, and facilitate their professional development and career progression across different regions.
• Foster a culture of innovation and continuous improvement by applying the Enlightened Management Approach (EMA) to implement changes.
• Review and analyze data to optimize planning, efficient work distribution, and performance evaluation activities, and highlight achievements and opportunities.
• Handle escalated issues (from Clients and partners) to ensure their effective resolution, determine root causes, and make process improvement recommendations where appropriate.
• Use available resource planning, tools, and reports to effectively manage and measure team service quality and productivity.
• Demonstrate and reinforce the ability to create connections between teams and across divisions.

Skills:

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position includes managing both French and English-speaking staff (Quebec and outside Quebec) and providing daily support to the team
• Excellent coaching, mentoring, and team-building skills
• Demonstrated ability to attract and retain talent
• Sense of responsibility and drive for results
• Ability to work effectively in a complex and evolving environment to meet tight deadlines
• Ability to work under pressure and adapt to changes
• Recognized Client orientation
• Advanced knowledge of reporting tools and systems (Excel and Tableau)
• Critical thinking towards processes and escalations
• Ability to establish and maintain working relationships outside the department
• Autonomy and ability to present solutions to higher levels
• Experience in insurance claims (life, waiver and critical illness)

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans 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 wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [e-mail] .

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

56,000/56 000 - 93,000/93 000

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:

Reporting to the manager, the team leader manages day-to-day operations and leads a team of analysts who process claims and provide an exceptional Client experience to advisors, plan sponsors, and Clients.

We are looking for a resourceful individual capable of leading a team and determined to achieve results. They must possess excellent technical skills and attention to detail. They should be able to respect priorities and achieve objectives while preventing escalations.

Main Responsibilities:

• Support and guide team members in their daily functions, and facilitate their professional development and career progression across different regions.
• Foster a culture of innovation and continuous improvement by applying the Enlightened Management Approach (EMA) to implement changes.
• Review and analyze data to optimize planning, efficient work distribution, and performance evaluation activities, and highlight achievements and opportunities.
• Handle escalated issues (from Clients and partners) to ensure their effective resolution, determine root causes, and make process improvement recommendations where appropriate.
• Use available resource planning, tools, and reports to effectively manage and measure team service quality and productivity.
• Demonstrate and reinforce the ability to create connections between teams and across divisions.

Skills:

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only as the position includes managing both French and English-speaking staff (Quebec and outside Quebec) and providing daily support to the team
• Excellent coaching, mentoring, and team-building skills
• Demonstrated ability to attract and retain talent
• Sense of responsibility and drive for results
• Ability to work effectively in a complex and evolving environment to meet tight deadlines
• Ability to work under pressure and adapt to changes
• Recognized Client orientation
• Advanced knowledge of reporting tools and systems (Excel and Tableau)
• Critical thinking towards processes and escalations
• Ability to establish and maintain working relationships outside the department
• Autonomy and ability to present solutions to higher levels
• Experience in insurance claims (life, waiver and critical illness)

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans 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 wide perspectives and creative ideas benefits our Clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to [e-mail] .

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

56,000/56 000 - 93,000/93 000

Job Category:

Claims - Life & Disability

Posting End Date:

04/07/2025

Shine together

At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed.

We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world.

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