Associate Director – Supplemental Health Claims Operations

Sun Life

Associate Director leading Supplemental Health Claims operations at Sun Life U.S. Driving service excellence and modernization in claims for better client outcomes.

Posted 7/24/2026full-timeHartford • Connecticut, Maine, Massachusetts, Montana • 🇺🇸 United StatesSenior💰 $95,700 - $143,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading claims operations and transformation initiatives, with a focus on process improvement, service delivery, and compliance. Proven ability to establish performance standards and foster a culture of accountability and continuous learning.

Highest-signal resume keywords

Claims Leadership ExperienceProcess ImprovementChange ManagementData-Driven Decision MakingRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Claims Operations ManagementKPI DevelopmentAgile PracticesLean MethodologiesOperational Performance Monitoring

Soft Skills

Team LeadershipRelationship BuildingStrategic ThinkingClear CommunicationInfluencing Skills

Tools & Technologies

Workflow SystemsDigital WorkflowsDashboards

Certifications & Qualifications

Bachelor's DegreeCPCUAIC

Industry Keywords

InsuranceHealth BenefitsService EnvironmentOperational EfficiencyClient Experience

About the role

Key responsibilities & impact

Play a highly visible leadership role in a growing and important part of the business
Lead meaningful transformation across claims operations, service delivery, digital enablement, and process improvement
Work with a collaborative, high-performing team that values accountability, development, and a strong service mindset
Partner with leaders across Product, Technology, Legal, Compliance, Finance, Customer Experience, and Operations to deliver better outcomes for clients and claimants
Execute a forward-looking claims strategy aligned with enterprise objectives, client needs, and market expectations
Lead modernization initiatives that improve speed, quality, consistency, and the overall claimant and client experience
Establish clear operational performance standards, KPIs, quality benchmarks, and operating rhythms to drive accountability and continuous improvement
Oversee day-to-day claims operations across multiple product lines, ensuring work is handled accurately, efficiently, and with strong service discipline
Ensure seamless handling of complex, high-visibility, or escalated claims and service matters
Drive continuous process improvement using data insights, Agile and Lean practices, automation, and workflow optimization
Monitor operational capacity, resource allocation, service levels, productivity, quality, and risk indicators
Lead, coach, and develop claims managers and team members, creating an environment where people can do their best work and grow their careers
Foster a culture of accountability, inclusion, collaboration, service excellence, and continuous learning
Ensure adherence to federal and state regulations, internal policies, contractual obligations, and industry standards

Requirements

What you’ll need

Bachelor’s degree required; advanced degree or industry designation such as CPCU, AIC, or a related credential preferred
5+ years of progressive claims leadership experience, ideally within insurance, health benefits, supplemental health, or a related service environment
Demonstrated success leading teams, managing complex operations, and delivering measurable improvements in quality, service, productivity, and customer experience
Experience leading change, modernization, or transformation initiatives in a regulated environment
Strategic thinker with strong analytical, operational, and business acumen
Proven ability to inspire teams, build trust, communicate clearly, and lead through change
Strong relationship-building skills with the ability to influence across functions and levels
Comfort using workflow systems, digital workflows, dashboards, and data to improve decisions and outcomes
Sound judgment, attention to detail, and the ability to balance service, quality, compliance, and operational efficiency

Benefits

Comp & perks

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
Partially paid sabbatical program
401(k) employer match
Stock purchase options
Employer-funded retirement account
Flexible, inclusive and collaborative work environment