Associate Director, Shared Services

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. Internal candidates are not required to relocate near an office. The opportunity: The Associate Director of Shared Services leads our Enterprise Medical Intelligence (MedIntel), Health Information Management (HIM), and Quality & Control teams to build a best-in-class shared services operation. Youll oversee the efficient intake and delivery of provider information, clinical data, and medical records while managing productivity with our Sun Life Global Services offshore partner. How you will contribute: Ensure timely and secure access to health information for our clients and members. Drive profitable growth and scale of shared services teams through skillful resource management, workflow optimization, and workload segmentation. Implement large-scale strategic initiatives to enhance workflows, productivity, and procedures across HIM, Medical Intelligence, and Quality & Training Establish and monitor key performance indicators (KPIs) to ensure service level agreements are met Lead key projects involving Salesforce, iMed, and automated credentialing tools Directs and provides guidance and technical expertise to shared services to deliver targeted results, ensure success, and achieve optimal outcomes Design and improve the end-to-end process for intake and delivery of provider information, clinical data, and medical records Ensures the organizations operation is efficient, effective, and in compliance with all client, federal, and state requirements Coaches, mentors, and provides ongoing development and performance management of direct and indirect reports, fostering a culture of continues improvement Collaborates and fosters excellent relationships with internal stakeholders and external partners to enhance clients and members services (e.g., Comprehensive Member Services, Health Navigator, Claims, and Clinical) Leverage data analytics to identify trends, measure performance and guide strategic decisions Develops, supports, and executes IT and strategic business initiatives aligned with organizational goals Lead change management initiatives to support organizational transformation What you will bring with you: 10 years in healthcare payor or insurance services 5 years of management experience in the insurance industry required Stop Loss, Payor, Clinical, or Insurance industry experience preferred Bachelors Degree Experience or qualifications in Lean methodology Experience in process / workflow building, operational improvement, and project management Experience working with product and data teams to create and improve processes Ability to build models to answer your own questions to form data-driven, concrete answers in a world with imperfect information Excellent critical thinking, problem solving, analytical, and decision-making skills; ability to plan, strategize and implement Excellent written and verbal communication skills Salary: $99,000-$148,500 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. Were proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., weve 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 thebrightside@sunlife.com 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 - Health & Dental Posting End Date: 29/09/2025 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 Were 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 Theres power in numbers. As part of Sun Lifes 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, were 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