Sun Life Global Solutions Canada | Team Lead, Billing & Payment Services

Responsibilities

• Here, you’ll be encouraged, empowered and challenged to be your best self.
• 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.
• Join our Billing & Payment Services team and help drive service excellence, team development, and continuous improvement while supporting multiple Sun Life business areas.
• 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.
• You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you.
• Reporting to the Manager, Billing & Payment Services, you will lead a team of approximately five employees in a hybrid work environment.
• You will be responsible for coaching, performance management, operational effectiveness, and fostering a collaborative culture that enables the team to consistently achieve service, quality, and business objectives.
• Lead, coach, and develop a team of approximately five employees to deliver high-quality service and achieve operational objectives.
• Monitor team performance, service levels, quality metrics, and workload volumes, taking timely action to address challenges and support business goals.
• Build strong partnerships with internal stakeholders and external clients to understand their needs, resolve issues, and enhance service delivery.
• Support operational planning, process improvement initiatives, budgeting activities, and day-to-day production needs as required.

Requirements

• Experience leading, coaching, and developing employees in a team-based environment.
• Ability to analyze operational metrics, key performance indicators, and service results to support decision-making and business outcomes.
• Strong relationship-building, communication, and stakeholder management skills.
• Demonstrated ability to manage multiple priorities and adapt to changing business needs.
• Experience fostering employee engagement, accountability, and a high-performance culture.
• Change leadership and the ability to support teams through business transformation.
• Performance management, coaching, and employee development experience.
• Strong decision-making and problem-solving skills using data and business insights.
• Conflict resolution and collaboration skills that support positive outcomes.
• Continuous improvement mindset with the ability to identify and implement process enhancements.
• Experience leading a team in a production or operations environment.
• Demonstrated experience in collections management, including account reconciliation, customer outreach, and recovery strategies.
• Strong knowledge of Microsoft Office, specifically Excel.
• Knowledge of the insurance industry, including Individual Insurance, Group Retirement Services, or Group Benefits.

Sun Life Global Solutions Canada

Sun Life Global Solutions Canada is an employer hiring in India (sector: BFSI / Investments / Insurance). In its own words: "Sunlife is a financial services company providing financial planning, life insurance, health insurance, investments and more."

Its finance, accounts, audit and tax openings in India are mostly in Toronto, Waterloo and Montreal.

• Industry: BFSI / Investments / Insurance