Administration Jobs in Waterloo, ON

Job Description

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Director, SunAdvantage Operations

Group Benefits Administration

Are you a client‑centric leader with a passion for operational excellence, scale, and simplification? Do you thrive in fast‑paced environments where efficiency, consistency, and strong client outcomes matter? If so, consider joining the Group Benefits Administration leadership team as Director, SunAdvantage Operations.

Reporting to the AVP, Group Benefits Administration, this role is responsible for providing strategic and operational leadership for SunAdvantage Operations, Sun Life’s small business group benefits offering. This business supports a high‑volume, standardized client base and is a critical part of Sun Life’s growth strategy in the small business market. This role plays a key leadership role in enabling growth through scale, simplification, and digital enablement.

As a key member of the GB Administration leadership team, you will lead multi‑disciplinary teams responsible for plan administration, service delivery, and operational performance, ensuring a consistent, efficient, and high‑quality client and member experience.

What will you do?

• Lead SunAdvantage Operations by developing and executing the service delivery strategy aligned with growth, cost, and client experience objectives.

• Achieve and sustain operational performance targets (service levels, productivity, cost‑to‑serve, quality).

• Drive scalability and simplification, identifying efficiencies that enable reinvestment in digital capabilities and automation.

• Oversee end‑to‑end operational delivery for SunAdvantage clients, ensuring timely and accurate administration across claims, billing, plan changes, and member support touchpoints.

• Develop, execute, and oversee OKRs (Objectives and Key Results) to support business priorities and continuous improvement.

• Lead, coach, and develop a diverse, talented, and highly engaged team across multiple locations, fostering strong leadership capability and succession.

• Champion a culture of continuous improvement, leveraging Lean/Brighter Way principles to improve productivity, service quality, and employee experience.

• Collaborate closely with partners across Product, Digital, Client Experience, Sales, Implementation, and other GB Administration teams to ensure operational readiness for product changes, growth initiatives, and legislative impacts.

• Represent SunAdvantage Operations in internal leadership forums and, as required, in client or distribution partner discussions.

• Ensure effective governance and controls, including the development, monitoring, and maintenance of internal controls, risk management, compliance, and reporting.

What do you need to succeed?

• A proven senior leader with experience managing large‑scale, operational service teams, ideally within financial services, insurance, or benefits administration.

• Demonstrated success leading change and transformation, particularly focused on scale, standardization, and operational efficiency.

• Strong ability to translate strategy into execution, delivering measurable results while building sustainable capability.

• Exceptional people leadership skills, with the ability to motivate, develop, and inspire teams through change.

• Strong analytical and decision‑making capabilities, using data and insights to drive priorities and outcomes.

• Excellent collaboration and relationship‑management skills, with comfort working across multiple stakeholders and leadership levels.

• Ability to navigate complex, fast‑moving environments while maintaining focus on client and operational outcomes.

• 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.

Knowledge & Experience

• Solid understanding of Group Benefits administration and service delivery models.

• Experience operating in environments where consistency, efficiency, and automation are key success factors.

• Strong knowledge of operational governance, controls, risk management, and compliance.

• Familiarity with digital enablement, workflow optimization, and automation is an asset.

What’s in it for you?

• An opportunity to lead a high‑profile business that is central to Sun Life’s small business growth strategy

• The ability to shape and scale an operating model through simplification and digital transformation

• A collaborative, inclusive leadership team and environment focused on continuous improvement and innovation

• 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

• In 2025, Sun Life ranked among the top 100 most sustainable global corporations by Corporate Knights for the 16th consecutive year, leading Canadian insurers.

• We’re also listed as one of the Best Workplaces for Women and Best Workplaces with Most Trusted Executive Teams