Sr. Manager, Quality Assurance

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide. Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities. Job Description: Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week. The Opportunity The Quality Assurance (QA) team is responsible for evaluating accuracy, adherence to business processes and controls, risk management, and Client impact. As the Senior Manager of QA, you will lead a team of Quality Consultants supporting operational teams within Client Services, while evolving the QA function into a data-driven, automation-enabled capability, with the Quality Consultant at the center. This role blends people leadership, analytics, and digital transformation to improve quality outcomes, client experience, reduce risk, and enhance operational efficiency. How You Will Contribute: Leadership & Talent Development Lead, coach, and develop a team of Quality Consultants, fostering a high-performance, consultative and innovation-focused culture Provide ongoing feedback, career growth opportunities, and clear performance expectations Build capabilities in data literacy, automation, and AI adoption across the team QA Strategy & Transformation Lead the evolution of QA from traditional audit/review to a proactive, insight-driven function, enabling process optimization and an error free experience for our clients. Identifies and supports implementation of opportunities to automate and integrate AI into mundane and administrative elements of the quality review process, allowing our talented Quality Consultants to focus on more complex and highest value work Data, Analytics & Insights Deliver and enhance reporting to leadership, identifying actionable trends and insights across QA data Translate QA findings into clear, data-driven recommendations that improve business performance and client experience Cross-Functional Partnership Collaborate with Business Partners, Training, Risk, Audit, and Technology partners to address quality themes and systemic issues Partner with Digital/IT teams to design and deploy automation and AI solutions Use input from business partners and data to navigate competing priorities across teams Risk Management & Controls Maintain strong oversight of QA processes, controls, and governance Use automation and AI to strengthen risk detection and early issue identification Support internal audits and escalations while ensuring integrity of the QA program Continuous Improvement & Innovation Champion a continuous improvement mindset, using data and technology to drive efficiency Identify opportunities to streamline workflows and eliminate low-value manual tasks Lead change management efforts to embed new tools, processes, and ways of working What You Will Bring With You: Proven experience leading QA, Claims, or operational teams Strong analytical and data interpretation skills with ability to translate insights into action Experience or demonstrated interest in automation, AI, or digital transformation initiatives Ability to lead organizational change and drive adoption of new technologies Strong collaboration and influencing skills across business and technical teams Excellent communication and storytelling with data Continuous improvement mindset with focus on innovation and efficiency Salary Range: $72,500 - $108,800 At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions. Not ready to apply yet but want to stay in touch? Join our talent community to stay connected until the time is right for you! We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds. Life is brighter when you work at Sun Life At Sun Life, we prioritize your well-being with 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 and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We’re proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities. We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email View email address on click.appcast.io to request an accommodation. For applicants residing in California, please read our employee California Privacy Policy and Notice. We do not require or administer lie detector tests as a condition of employment or continued employment. Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Job Category: Claims - Life & Disability Posting End Date: 31/08/2026 Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers