Sun Life Financial, Inc. Benefits Overview

Provides enterprise leadership for workforce management, customer service analytics, contact center technology, and BPO partnerships. Oversees forecasting, staffing, dashboards, service levels, vendor contracts, invoices, performance management, budgets, technology roadmaps, and operational improvements. Leads managers and cross-functional teams while partnering with IT, Finance, Legal, Procurement, and Customer Service leadership to improve customer outcomes, control costs, and align outsourced operations with business needs.

Supports employer clients and employees with benefits, disability, absence, paid leave, claims, accommodation, and return-to-work services. Resolves inquiries, coordinates stakeholders, monitors claims, explains Evidence of Insurability requirements, and provides benefits guidance. Delivers client training, analyzes reports, conducts audits, identifies root causes, and implements service improvements. Requires fluent Spanish, strong benefits administration knowledge, customer service skills, and approximately 10% business travel.

Manage end-to-end administration for complex national account insurance business, including implementations, policy amendments, plan configuration, claims administration, billing adjustments, and client documentation. Collaborate with implementation, underwriting, claims, compliance, billing, and delivery teams to interpret contractual and regulatory requirements, resolve escalated issues, maintain accurate systems and census data, meet service levels, and improve operational processes and client experience.