Team Lead, Billing & Payment Services

Job Description

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Are you a people-focused leader who thrives in a fast-paced operational environment? Join our Billing & Payment Services team and help drive service excellence, team development, and continuous improvement while supporting multiple Sun Life business areas.

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.

What will you do?

• 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.
• Champion a positive, accountable, and inclusive team culture that encourages collaboration, learning, innovation, and continuous improvement.
• Support operational planning, process improvement initiatives, budgeting activities, and day-to-day production needs as required.

What do you need to succeed?

Required qualifications

• 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.

Leadership and professional skills

• 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.

Preferred qualifications

• 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.

Additional requirements

• 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.
• As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date.

What's in it for you?

• Flexible benefits from your first day to support you and your family.
• Opportunities to grow your career through continuous learning, coaching, networking, and development programs.
• The flexibility to balance your professional and personal priorities.
• Access to Sun Life's Sabbatical Program, offering up to six weeks away from work every five years.
• Be part of a purpose-driven organization committed to helping Clients achieve lifetime financial security and live healthier lives.