Team Lead, Billing & Payment Services

Sun Life; Southwestern Ontario; Hybrid; CAD 62,000 - 93,000; Full time

Benefits offered by this job

Flexible benefits

Career development programs

Work-life balance

Sabbatical program

Job summary

Sun Life is seeking a people-focused leader to guide a small Billing & Payment Services team in a hybrid Canada-wide environment. You’ll coach five staff, drive service excellence, and align operations with business objectives while maintaining a collaborative culture and continuous improvement mindset.

You’ll collaborate with internal partners, analyze performance data, and manage priorities to deliver on service, quality, and financial goals.

Qualifications

• Experience leading and coaching employees in a team-based environment.
• Ability to analyze operational metrics and KPIs to support decisions.
• Strong relationship-building, communication and stakeholder management.
• Ability to manage multiple priorities and adapt to changing needs.
• Experience fostering engagement and high-performance culture.

Responsibilities

• Lead, coach, and develop a team of five to deliver high-quality service.
• Monitor performance metrics, service levels, and workload; take timely action.
• Build partnerships with internal stakeholders and clients to understand needs.
• Champion a positive, inclusive team culture and continuous improvement.
• Support planning, budgeting, and day-to-day production needs.

Skills

Team leadership

Coaching

Employee development

Metrics analysis

Stakeholder management

Prioritization

Employee engagement

Change leadership

Decision making

Conflict resolution

Continuous improvement

Tools

Excel

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.

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.

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

Job Description:

Are you a people-focused leader who thrives in a fast-paced operational environment? Join our Billing & Payment Services team and help drive service excellence, team development, and continuous improvement while supporting multiple Sun Life business areas.

Reporting to the Manager, Billing & Payment Services, you will lead a team of approximately five employees in a hybrid work environment. You will be responsible for coaching, performance management, operational effectiveness, and fostering a collaborative culture that enables the team to consistently achieve service, quality, and business objectives.

What will you do?

• Lead, coach, and develop a team of approximately five employees to deliver high-quality service and achieve operational objectives.
• Monitor team performance, service levels, quality metrics, and workload volumes, taking timely action to address challenges and support business goals.
• Build strong partnerships with internal stakeholders and external clients to understand their needs, resolve issues, and enhance service delivery.
• Champion a positive, accountable, and inclusive team culture that encourages collaboration, learning, innovation, and continuous improvement.
• Support operational planning, process improvement initiatives, budgeting activities, and day-to-day production needs as required.

What do you need to succeed?

Required qualifications

• Experience leading, coaching, and developing employees in a team-based environment.
• Ability to analyze operational metrics, key performance indicators, and service results to support decision-making and business outcomes.
• Strong relationship-building, communication, and stakeholder management skills.
• Demonstrated ability to manage multiple priorities and adapt to changing business needs.
• Experience fostering employee engagement, accountability, and a high-performance culture.

Leadership and professional skills

• Change leadership and the ability to support teams through business transformation.
• Performance management, coaching, and employee development experience.
• Strong decision-making and problem-solving skills using data and business insights.
• Conflict resolution and collaboration skills that support positive outcomes.
• Continuous improvement mindset with the ability to identify and implement process enhancements.

Preferred qualifications

• Experience leading a team in a production or operations environment.
• Demonstrated experience in collections management, including account reconciliation, customer outreach, and recovery strategies.
• Strong knowledge of Microsoft Office, specifically Excel.
• Knowledge of the insurance industry, including Individual Insurance, Group Retirement Services, or Group Benefits.

Additional requirements

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.
• As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date.

What’s in it for you?

• Flexible benefits from your first day to support you and your family.
• Opportunities to grow your career through continuous learning, coaching, networking, and development programs.
• The flexibility to balance your professional and personal priorities.
• Access to Sun Life’s Sabbatical Program, offering up to six weeks away from work every five years.
• Be part of a purpose-driven organization committed to helping Clients achieve lifetime financial security and live healthier lives.

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.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

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

Salary Range:

62,000/62 000 - 93,000/93 000

Job Category:

Office Administration

Posting End Date:

08/11/2026