Senior Manager, Claims

Sun Life; Baltimore (MD); Hybrid; USD 73,000 - 109,000; Full time

Job summary

Sun Life U.S. embraces a hybrid work model balancing in-office collaboration with virtual work. The Senior Manager, Life & Disability Claims leads the day-to-day operations of the Long Term Disability claims team and fosters client relations.

You will manage a team of claims professionals, ensure compliance, analyze performance metrics, drive improvements, and support product development within a dynamic environment.

Qualifications

• Minimum 5 years of progressively responsible disability claims experience.
• Strong leadership qualities and ability to train and motivate staff.
• Proven ability to manage client relationships and service delivery.
• Knowledge of federal, state, and local disability regulations.
• Excellent analytical, problem-solving and communication skills.

Responsibilities

• Lead and coach a team of claims professionals delivering exceptional service.
• Ensure operations comply with federal and state requirements.
• Foster client relationships and collaborate with internal/external partners.
• Use metrics to track trends and drive continuous improvement.
• Develop and communicate internal policies and procedures.
• Support and implement claim management initiatives.
• Conduct internal and external training sessions.
• Participate in new client prospecting and implementation.

Skills

Disability claims experience

Leadership & people management

Staff training & development

Client relationship management

Regulatory compliance knowledge

Analytical thinking

Job description

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, Life & Disability Claims is part of the Claims Management Team and is responsible for the successful management of the day-to-day operations of our Long Term Disability claims team, as well as fostering client relations and ensuring the accurate risk management of disability claims.

What you will do

• Leads, manages, hires, trains, retains and motivates a team of claims professionals capable of and committed to providing exceptional service to clients, claimants and internal DRMS partners
• Ensures the team operation is efficient, effective and in compliance with all federal and state requirements
• Evaluates the team plan for continual improvement of the efficiency and effectiveness of the group and provides individuals with professional and personal growth- Develops and fosters excellent relationships with clients
• Collaborate with internal and external partners regarding the profitability of clients’ blocks of business
• Ensures client complaints/issues are addressed promptly and in accordance with service standards
• Utilizes operational metrics and reports to track trends and results and adjusts tactics accordingly
• Participates in the development and communication of internal policies, procedures and systems
• Supports technological initiatives for the enhancement and efficiency of the claims management process
• Supports and executes claim management initiatives
• Conducts internal and external training sessions
• Conducts internal and external claim audits- Participates in new client prospecting and implementation
• Completes continuing education requirements to maintain license
• Participates in industry meetings
• Participates in product development and product enhancement- Other duties and responsibilities as assigned

What you need to succeed

• Ability to work with a diverse group of people
• Technically proficient in disability products and claims, with a minimum of 5 years progressively responsible disability claims experience
• Attains and maintains appropriate TPA licenses in accordance with the Claims Licensing Policy
• Demonstrated leadership qualities, prior management experience a plus
• Proven ability to train and motivate employees
• Demonstrated ability and willingness to give candid and meaningful feedback
• Expert technical ability in interpreting and communicating disability policy/contract language
• Exposure to multiple and complex disability claims issues with demonstrated experience in generating, selecting and implementing solutions to resolve those issues
• Knowledge of Federal, State and local regulations relating to disability
• Excellent analytical, critical thinking, problem solving and decision-making skills
• Excellent verbal communication skills, with the ability to be both pleasant and professional
• Ability to represent FullscopeRMS and clients effectively
• Strong written communication skills
• Solid mathematical skills
• Strong interpersonal and customer service skills
• Ability to be flexible and open minded to change and new ideas
• Confidentiality, discretion and tact are paramount
• Solid negotiation skills
• Ability to manage conflict comfortably and effectively
• Small and large group presentation skills
• Ability to work in a self-directed manner, and initiating and prioritizing regular work duties and projects
• Detail oriented, organized, the ability to multi-task, and strong time management skills with the ability to meet deadlines and respond to unexpected requests in a prompt manner
• Strong computer skills, proficient in PC environment and MS Word, Excel, and email systems
• Ability to work professionally and effectively with co-workers, clients, claimants, vendors and others with whom FullscopeRMS does business

Salary Range: $72,500 - $108,800

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.

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 [e-mail] 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

20/10/2026