Senior Manager, Quality Assurance

December 10

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Sun Life

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10,000+ employees

Founded 1865

💸 Finance

Description

• Lead, manage, hire, train, retain and motivate a team of Quality Assurance Consultants. • Provide regular coaching, growth opportunities and developmental feedback to Quality Assurance Consultants. • Encourage high standards of performance. • Monitor individual and team results against department goals, metrics and service requirements. • Lend technical expertise and support to Quality Consultants and internal business partners. • Deliver reporting to Claims leadership, identifying trends in QA data across teams and departments. • Collaborate with Claims leaders and business partners to address common themes from quality reviews. • Offer insights and recommendations to improve business performance. • Resolve internal escalations, support the audit team and maintain the integrity of the QA process. • Understand evolving business needs and drive organizational change. • Create and foster a team environment that encourages others to be bold and deliver innovative solutions. • Stay current with industry practices and contribute to evolving claims management techniques. • Communicate effectively, negotiate conflict and influence others to take actions not always consistent with their initial objectives. • Ensure quality assurance reviews are accurate, objective and fair. • Support development of new or revised policies and procedures, learning modules and present to other members of the Department as required.

Requirements

• Ability to work with a diverse range of people. • Minimum of 5 years of progressive claims experience with advanced knowledge of Disability, Life/Life Waiver and Absence claims. • Demonstrated leadership qualities, including prior Quality Assurance program management and building out of a QA program. • Experience with paid family medical leave, ADA/ADAAA, and company leaves is a plus. • College Degree preferred. • Ability to obtain and maintain appropriate TPA licenses in accordance with the Claims Licensing Policy. • Current working knowledge of federal and state leave regulations. • Excellent analytical skills. • Ability to work independently and as part of a team. • Strong written and verbal communication skills. • Demonstrated ability and willingness to give candid and meaningful feedback. • Adaptability to and ability to manage change within the organization and/or department. • Ability to work in a self-directed manner, and initiate and prioritize regular work duties and projects. • Detail oriented, organized, able to multi-task, and possess strong time management skills.

Benefits

• Excellent benefits and wellness programs to support mental, physical and financial well-being. • Generous vacation and sick time. • Market-leading paid family, parental and adoption leave. • Partially-paid sabbatical program. • Medical plans, company paid life and AD&D insurance, as well as disability programs. • Retirement and Stock Purchase programs, including 401(k) plan with employer-paid match and employer-funded retirement account. • Flexible work environment with a friendly, caring, collaborative and inclusive culture.