Team Leader, Disability Payments, Group Disability

4 months ago


Montréal QC, Canada Sun Life Full time

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.

In Group Benefits, we serve more than 5 million Canadians - plan members and their dependents - through our more than 11,000 group benefit plans across the country. Our customers include employees, associations, affinity groups and creditors in virtually every industry in Canada, and we're proud to be their benefits provider.

As a Team Leader in Group Disability, You will contribute to the service and fiscal responsibility to our Plan Sponsors and Plan Members. For our Plan Sponsors and Plan Members, this means we are managing their claims efficiently and effectively using sound and fair practices aligned with our philosophy and approach to Health Management.

**What will you do?**
- Ensure that staff manage all tasks connected to the CPP/QPP Process with a strong adherence to the required steps and within tight timeframes;
- Ensure that CPP/QPP coding is up-to-date and accurate;
- Ensure that our annual goal regarding the percentage of permanent claims with CPP/QPP offsets is met or exceeded;
- Provide focus and clear direction on how teams align with Group Disability plans and articulate the team's purpose and goals;
- Deliver key business messages and initiatives to teams with the appropriate context so that they find meaning in the content and can relate to their own contributions;
- Handle internal and external inquiries including escalation of complaints and claim appeals
- Exhibit solid communication, organizational and people skills in order to effectively manage client relationships
- Proactively address clients’ needs and address complaints that may be escalated to you.
- Help your team to prioritize work items in order to meet client service standards and Sun Life best practice guidelines
- Act as the primary resource for your assigned team, giving staff direction on overall office targets, workload management, difficult cases, department workflow and processes
- 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;
- Work collaboratively with direct reports, supporting teams and/or individuals within Group Disability, Business Development and other regional offices to ensure national consistency and delivery of expected levels of customer service.
- Be a change agent for your team by ensuring the degree of change is well understood, actively supported, communicated and monitored
- Ensure appropriately skilled staff are recruited and high quality of work achieved through coaching and mentoring
- Monitor workloads, resourcing and productivity across team to ensure service standards met, resources utilized efficiently, and resources allocated appropriately;
- Through quality audits of staff, ensure that progress is being made towards accuracy goal

**What do you need to succeed?**
- Previous 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
- Infectiously positive attitude with a drive to succeed and a commitment to quality service
- Critical thinking and stellar client service skills
- Excellent listening skills and capacity for empathy
- 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
- ** As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.**

**Reasons why you should join us under the Sun**:

- Time off giving you the flexibility to focus on the moments that matter. 15 days' vacation per year.
- Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.
- A caring, supportive, and inclusive culture
- A collaborative and interactive team environment
- Working together, sharing common values, a



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