Sun Life

People Operations

• Provide first-level escalation for complex HR inquiries
• Provide operational and transactional support across Workforce Operations, Benefits Operations, Payroll Operations, Compensation Operations, and Leave Management Operations
• Process and monitor intake volumes and ensure cases and transactions are assigned, responded to, and resolved efficiently
• Provide customer service to employees, managers, and external customers
• Execute HR operations transactions in Workday and ADP GlobalView
• Coach employees and managers on self-service transactions and HR Operations portal navigation
• Escalate complex inquiries and transactions to appropriate teams
• Log, track, and resolve inquiries in Workday Case Management
• Maintain closed-loop case management and escalation procedures
• Meet defined SLAs and KPIs
• Interpret policies and procedures and support escalation of sensitive issues and policy exceptions
• Maintain accessible policy and procedure documentation
• Partner with management and leadership to improve Inquiry Management processes, procedures, and technologies

Senior People Operations Specialist

Financial Planning and Analysis

• Define, lead and influence the DBTS finance strategy
• Lead DBTS financial tracking, monitoring and cost optimization initiatives
• Manage monthly reporting, forecasting and budgeting cycles
• Identify financial risks and opportunities and provide ad hoc reports and analysis
• Review enterprise-wide license agreements to validate spend and understand accounting treatment
• Lead DBTS financial cost modeling and business casing
• Support the broader finance team with ad hoc projects
• Partner with DBTS IT delivery teams, stakeholders and business units on finance-related decisions

IT Finance Manager

DevOps Engineer

• Sustain current enterprise release orchestration operations, integrations, automation, governance, and support activities
• Design, develop, and support technical solutions that automate agent deployments and release orchestration processes
• Provide technical support for vendor evaluations, proof-of-concepts, and transition to a future enterprise release management platform
• Plan, design, develop, and support release and orchestration pipelines and processes
• Provide input to automation policies, standards, and processes
• Promote solution reuse and adoption through demos and coaching
• Ensure automations comply with Sun Life Financial security directives and policies
• Create automation playbooks and companion documentation
• Identify automation opportunities and guide effective implementation
• Educate others on automation tools and best practices
• Operate in compliance with security and change management directives
• Balance platform reliability, operational support, stakeholder engagement, and incident resolution with an SRE mindset

Site Reliability Engineer – Release Management, Automation Specialist

• Define, lead and influence the DBTS finance strategy
• Lead DBTS financial tracking, monitoring and cost optimization initiatives
• Manage monthly reporting, forecasting and budgeting cycles
• Identify financial risks and opportunities and provide ad hoc reports and analysis
• Review enterprise-wide license agreements to validate spend and understand accounting treatment
• Lead DBTS financial cost modeling and business casing
• Support the broader finance team with ad hoc projects
• Partner with DBTS IT delivery teams, stakeholders, and business units on finance-related decisions
• Support the Distributed Computing Services and Digital Platform Modernization Portfolios within the Chief Technology Office
• Report into the DBTS Finance Director

• Sustain current enterprise release orchestration operations, integrations, automation, governance, and support activities
• Design, develop, and support technical solutions that automate agent deployments and release orchestration processes
• Provide technical support for vendor evaluations, proof-of-concepts, and transition to a future enterprise release management platform
• Participate in pipeline planning and design, and develop and support release and orchestration processes
• Provide input to automation policies, standards, and processes
• Promote reuse and adoption of solutions across teams through demonstrations and coaching
• Ensure automations comply with Sun Life security directives and policies
• Create automation playbooks and companion documentation
• Identify automation opportunities and guide effective implementation
• Educate others on automation tools and best practices
• Balance platform reliability, operational support, stakeholder engagement, and incident resolution with an SRE mindset

• Sustain current enterprise release orchestration operations, integrations, automation, governance, and support activities
• Design, develop, and support technical solutions that automate agent deployments and release orchestration processes
• Provide technical support for vendor evaluations, proof-of-concepts, and transition to a future enterprise release management platform
• Participate in pipeline planning, design, development, and support of release and orchestration processes
• Provide input to automation policies, standards, and processes
• Promote solution reuse and adoption across teams through demos and coaching
• Ensure automations comply with Sun Life Financial security directives and policies
• Create automation playbooks and companion documentation
• Identify automation opportunities and guide effective implementation
• Educate others on automation tools and best practices
• Operate in compliance with security and change management directives
• Balance platform reliability, operational support, stakeholder engagement, and incident resolution with an SRE mindset

Insurance

• Redesign existing programs to manage mortality and morbidity risk within the enterprise underwriting risk management framework
• Develop performance management tools and processes to ensure compliance with the Enterprise Underwriting Operating Guideline
• Assess mortality and morbidity experience and report findings, risk implications, and corrective-action recommendations to the Corporate Chief Underwriter
• Serve as an expert resource for complex medically underwritten cases and financial underwriting risks
• Make final decisions on complex underwriting risks within stated approval authority
• Review and challenge Business Unit policies and practices as Second Line of Defense
• Report non-compliances with the UWEOG to the Director, Risk Controls and Compliance
• Build partnerships with Global Underwriting, product and pricing, Insurance Risk, and reinsurance teams
• Research medical and non-medical risk factors and present findings to underwriting leadership
• Assist the VP, Chief Underwriter in changing methodologies and practices affecting mortality and morbidity experience

Director, Underwriting and Claims Risk Management

• Direct and complete redesign activities for programs managing mortality and morbidity risk within the enterprise underwriting risk management framework
• Develop performance management tools and processes to ensure compliance with the Enterprise Underwriting Operating Guideline
• Assess mortality and morbidity experience and report findings, material risk implications, and corrective-action recommendations to the Corporate Chief Underwriter
• Serve as an expert resource for complex medically and financially underwritten cases
• Make final decisions on complex underwriting risks within stated approval authority
• Review and challenge Business Unit policies and practices as the Second Line of Defense
• Report UWEOG non-compliances to the Director, Risk Controls and Compliance
• Build relationships with Global Underwriting, product and pricing, Insurance Risk, and internal and external reinsurance teams
• Research medical and non-medical risk factors and present findings to underwriting leadership
• Assist the VP, Chief Underwriter, in changing methodologies and practices that may produce unfavorable mortality or morbidity experience

Business Development Rep

• Recruit, onboard, train, develop, and coach developing advisors during their first four years
• Support advisors in establishing their businesses and building holistic financial services practices covering life and health insurance and wealth products
• Report to the District Manager and collaborate with district and regional teams
• Source advisor candidates through community contacts, referrals, and centres of influence
• Support candidates with licensing studies, market identification, business planning, and joint client appointments
• Train and onboard new advisors and oversee implementation of onboarding plans
• Provide product knowledge, sales process, pre-sales, and post-sales training and support
• Coach advisors on prospecting, holistic practice development, cross-selling, sales cycles, business management, and related skills
• Help advisors achieve sales growth, productivity, client engagement, and other financial and strategic objectives
• Partner with head office Centre of Excellence teams to support advisors
• Monitor and track advisor activities and analyze data to generate business insights
• Oversee measures and activities required for compliant operations
• Ensure advisors are trained, licensed, registered, and completing product suitability reviews
• Escalate Client complaints, including assessment and advisor investigations
• Ensure advisor conduct aligns with the Advisor Agreement
• Achieve recruiting and production metrics
• Foster positive district culture through events, recognition programs, and meetings
• Build Sun Life and local advisor community presence through events, activities, and sponsorships

Business Development Partner

• Prepare and deliver holistic financial plans to mass affluent and high-net-worth individuals
• Grow financial planning capabilities across Sun Life Financial Distributors
• Develop and design financial plans addressing client goals and needs through risk management, retirement, tax and estate planning strategies
• Organize regional training for Sun Life Advisors on financial planning topics
• Collaborate with Advanced Case Managers and Insurance Sales Distributors to provide insurance solutions
• Stay current in financial planning, wealth management, tax and estate planning
• Cultivate and manage relationships with field leaders, Sun Life Advisors and senior leaders
• Drive business growth strategy for Sun Life Advisors as a trusted partner for holistic planning
• Deliver financial plans and regional training through virtual and on-site sessions

Financial Planner

QA Engineer

• Lead the design, execution, and governance of quality assurance programs across Dental Shared Services and supported operational functions
• Oversee audit strategy, sampling methodology, quality standards, calibration processes, and reporting
• Manage, coach, and develop a team of quality professionals
• Monitor quality performance, audit results, trends, disputes, appeals, and re-audits
• Partner with Operations, Training, Workforce Management, Compliance, Client Engagement, and BPO leadership on action plans and performance improvements
• Lead client audit and calibration activities, including call pulls, audit review, documentation, client meetings, and responses to inquiries
• Support internal, external, regulatory, and client audits by coordinating evidence, management action plans, remediation, and audit findings
• Drive quality transformation initiatives, including automation, speech analytics, AWS Contact Lens adoption, end-to-end review models, and enhanced reporting
• Evaluate resource needs, staffing models, audit volumes, and operational priorities
• Develop governance for high-risk, high-profile, and penalty-impacting clients
• Represent Quality Assurance in cross-functional forums, readiness sessions, transformation projects, vendor discussions, compliance meetings, and leadership reviews
• Present quality insights, trends, risks, recommendations, and improvement opportunities to senior leaders and business partners
• Promote accountability, compliance, continuous improvement, collaboration, and client-focused service delivery
• Perform other duties as assigned

Associate Director, Quality Assurance

Consultant

• Lead complex investigations involving suspected fraud, abuse, provider misconduct, material misrepresentation and organized fraud schemes
• Conduct comprehensive reviews of claim files, supporting documentation, medical records, provider information and payment history
• Analyze claim activity to identify unusual patterns, trends and fraud indicators
• Develop and execute investigation plans based on risk, complexity and financial exposure
• Determine investigative actions and escalation paths
• Document investigative findings, recommendations and outcomes
• Conduct quality audits of staff-processed claims
• Identify quality trends, error patterns, process gaps and coaching opportunities
• Provide audit findings, feedback and recommendations to Claims Operations leaders
• Maintain audit documentation and reporting
• Partner with Claims Analytics and Data Science teams to develop fraud detection methodologies
• Prioritize investigation inventory using risk-scoring methodologies
• Quantify financial exposure and recoverable amounts
• Identify emerging fraud schemes and recommend mitigation strategies
• Coordinate medical record procurement and evidence gathering
• Validate submitted documentation against provider records
• Evaluate claim eligibility, diagnosis validity, treatment patterns and supporting evidence
• Partner with Legal, Compliance, Risk Management and SIU on compliant investigations
• Prepare investigation summaries and supporting materials for reviews
• Support regulatory inquiries, audits, legal proceedings and fraud reporting requirements
• Develop proactive fraud prevention strategies for Supplemental Health
• Recommend policy, workflow, automation and control enhancements
• Partner with Product, Operations and Technology leaders on fraud mitigation initiatives
• Train claims professionals to identify fraud indicators and escalation triggers
• Provide consultation and guidance on suspicious claims
• Develop investigation playbooks, reference materials and best practices
• Foster awareness of fraud risks across Claims Operations

Senior Consultant, Claims Investigation Services

• Lead the design, execution, and governance of quality assurance programs across Dental Shared Services and supported operational functions
• Oversee audit strategy, sampling methodology, quality standards, calibration processes, and reporting
• Manage, coach, and develop a team of quality professionals
• Monitor quality performance, audit results, trends, disputes, appeals, and re-audits to identify root causes and improvement opportunities
• Partner with Operations, Training, Workforce Management, Compliance, Client Engagement, and BPO leadership on action plans and performance improvements
• Lead client audit and calibration activities, including call pulls, audit review, documentation, meetings, and responses to inquiries
• Support internal, external, regulatory, and client audits by coordinating evidence, management action plans, remediation validation, and finding resolution
• Drive quality transformation initiatives, including automation, speech analytics, AWS Contact Lens adoption, end-to-end review models, and enhanced reporting
• Evaluate resource needs, staffing models, audit volumes, and operational priorities
• Develop governance for high-risk, high-profile, and penalty-impacting clients
• Represent Quality Assurance in cross-functional forums, readiness sessions, transformation projects, vendor discussions, compliance meetings, and leadership reviews
• Present quality insights, trends, risks, recommendations, and improvement opportunities to senior leaders and business partners
• Promote accountability, compliance, continuous improvement, collaboration, and client-focused service delivery
• Perform other duties as assigned

• Lead complex investigations involving suspected fraud, abuse, provider misconduct, material misrepresentation, organized fraud schemes, and other irregular claim activity across Supplemental Health products
• Conduct comprehensive reviews of claim files, supporting documentation, medical records, provider information, and payment history
• Analyze claim activity to identify unusual patterns, trends, and fraud indicators
• Develop and execute investigation plans based on risk, complexity, and financial exposure
• Determine investigative actions and escalation paths
• Document investigative findings, recommendations, and outcomes
• Conduct quality audits of staff-processed claims for accurate application of guidelines, procedures, policy provisions, and adjudication standards
• Identify quality trends, error patterns, process gaps, and coaching opportunities
• Provide audit findings, feedback, and recommendations to Claims Operations leaders
• Maintain audit documentation and reporting
• Partner with Claims Analytics and Data Science teams to develop fraud detection methodologies
• Prioritize investigation inventory using risk-scoring methodologies
• Quantify financial exposure and recoverable amounts
• Identify emerging fraud schemes and recommend mitigation strategies
• Coordinate medical record procurement and evidence gathering
• Validate documentation against provider records
• Evaluate claim eligibility, diagnosis validity, treatment patterns, and supporting evidence
• Partner with Legal, Compliance, Risk Management, and SIU on compliant investigations
• Prepare investigation summaries and materials for reviews, inquiries, audits, legal proceedings, and fraud reporting
• Develop proactive fraud prevention strategies and recommend policy, workflow, automation, and control enhancements
• Partner with Product, Operations, and Technology leaders on fraud mitigation initiatives
• Train claims professionals to identify fraud indicators and escalation triggers
• Develop investigation playbooks, reference materials, and best practices
• Foster fraud-risk awareness across Claims Operations

Senior Consultant – Claims Investigation Services

Data Scientist

• Translate business goals into analytical problems
• Identify optimal algorithms, statistical techniques, and traditional machine learning methods for business problems
• Work in cross-functional teams to develop machine learning and data science products
• Apply descriptive, predictive, and machine learning methods from design through implementation
• Perform feature engineering, model training, and model evaluation
• Use AWS services including SageMaker, Lambda, and other AI/ML services
• Work with data warehousing, pipelines, and big data technologies including AWS Glue, Glue Catalog, Glue Data Quality, and AWS Step Functions
• Break down data science development milestones into actionable goals, activities, and work plans
• Create and maintain technical design artifacts covering application functionality, data models, interfaces, and integrations
• Engage and negotiate with stakeholders
• Make business recommendations and present findings effectively to stakeholders at multiple levels
• Champion continuous improvement and foster innovation within the analytics community