Senior Manager, Premium Operations

Sun Life; Wellesley (MA); On-site; USD 65,000 - 97,000; Full time

Benefits offered by this job

401(k) match

Stock purchase options

Paid time off

Job summary

Sun Life U.S. is a leading provider of employee and government benefits with a nationwide presence and a strong focus on helping clients achieve financial security.

The Senior Manager, Premium Resolution leads a team handling complex premium administration issues, revenue reconciliation, and lapse prevention while partnering across multiple operations groups to deliver exceptional client experiences and robust controls.

Qualifications

• 3 to 5+ years in Group Benefits, Premium Administration, Billing, Financial Operations, Client Services, or related insurance operations preferred.
• Strong leadership, coaching, performance management, and workforce planning skills.
• Ability to lead through ambiguity and time-sensitive client escalations.
• Strong financial and operational acumen, including interpreting premium balances and receivable trends.
• Excellent written and verbal communication, tailoring messages for clients and leaders.
• Experience with process improvement, controls, reporting, or automation initiatives preferred.

Responsibilities

• Lead Premium Resolution Specialists for complex client payment, billing, lapse, and premium inquiries.
• Set expectations for production, quality, service, collaboration, risk management, and client outcomes.
• Conduct performance check-ins, development planning, and succession planning.
• Foster inclusive, collaborative, accountable, client-focused team culture.
• Act as escalation owner for high-value premium issues and lapse situations.
• Coordinate internal resources to own issues from start to finish.
• Promote proactive communication with clients, brokers, TPAs, and partners.

Skills

People leadership

Financial acumen

Client escalation

Process improvement

Cross-functional leadership

Communication

Ambiguity management

Time management

Tools

Excel

Reporting tools

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:

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 Life's 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 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. National Average Salary Range: $64,700 - $97,100

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.

28/08/2026