Disability Payment Team Leader

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:

Are you passionate and actively looking to contribute to the health of Canadians? Do you want to be part of our journey in developing the next greatest digital experience? As a leading provider of health benefits in Canada, Sun Life supports the health care needs of millions of Canadians. In Group Disability, our mandate is to assist our Clients, both employees and employers, in the relentless pursuit of better health.

What will you do?

• Lead a team within the Disability Payment organization, focused on achieving operational excellence in a fast-paced environment

• Ensure team KPIs are met daily with a strong focus on CPP/QPP targets

• Provide technical support to staff regarding CPP/QPP applications, decisions, appeals, offsets, overpayments and the 'assume max' process.

• Complete regular one on one reviews with each team member ensuring their goals and objectives are met and provide appropriate coaching and mentoring where needed

• Monitor daily workflow and strategy and re-assign resources as necessary to achieve service standards and production quality

• Handle internal and external inquiries including escalation or complaints

• Work collaboratively with direct reports, supporting teams, individuals within Group Disability business and internal business partners

• Drive process improvement activity in partnership with Business Consultant and Leadership, by using process excellence methodology to reduce handoffs and improve performance, quality and productivity

• Ensure compliance with internal policies and procedures, external regulations and information security standards

• Provide clear direction on how the team's purpose, goals and daily accountabilities align with Group Disability objectives and key results

• Providing change management support including awareness, desire, knowledge, ability, and reinforcement, ensuring adjustments are made to achieve efficiency and organizational goals of modifications

• Foster a mindset of continuous improvement and learning and encourage behaviors that build the desired culture and environment. Ensure the success and engagement of your direct reports by fostering a positive work environment

• Engage in recruiting the best talent for the team, onboard new employees, monitor performance, manage problems arising and leverage talent within the team

What do you need to succeed?

• 3-5 years of Operation leadership experience

• Ability to function in a fast-paced, structured environment

• Work effectively in a multitask environment

• Strong ability to prioritize workload

• Ability to coach and influence desired behavior

• Technical aptitude: ability to learn quickly and understand technical concepts

• Critical thinking and stellar customer service skills

• Ability to deliver difficult news in a tactful and sensitive manner

• Analytical skills with a passion for solving problems

• Adaptability, flexibility and strong decision-making skills

• Demonstrated ability to lead through change

• Strong interpersonal skills

• Demonstrated ability to communicate well (verbal and written)

• Proficient on MS Excel, Word, PowerPoint

Why you should join us under the Sun:

• Opportunities to learn new skills, grow and move into different roles

• Trusting, diverse and inclusive working environments

• Supportive leadership who's focused on your success and well-being

• Continuous improvements that focus on enhancing your work and our clients' experience #makeadifference

• We offer a number of programs and offerings to help our Employees achieve lifetime financial security and live healthier lives, some of these include:

• Wellness programs, benefits and health incentives

• Paid vacation based on experience and additional days to support family care and personal emergencies

• Retirement & stock investment

• Pay for performance reward

• Time off for enrichment experiences through a Sabbatical program

#LI-Hybrid #LI-MC1

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 thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible 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.

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