You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The position is responsible for the overall management of the Account Services - Payment Services Team which comprises of Collection, Billing, and Policy Adjustment. He/She will transform the processes on managing premium billings and payments to timely keep our client’s policies in force.

Liaises with partners such as Finance and bank partners and works with the various sales distribution channels (agency and bancassurance) to ensure quality of payment service delivery and to resolve escalated service issues, and to determine required payment service improvements.

The Payment Services Manager will collaborate with Payment Ecosystem Product Owner to ensure digital vision and products align with team strategy and requirements.

Major Accountabilities:

1. Monitors the team’s performance and ensures business goals, objectives and service level targets are met.

2. Participates in continuous work improvement processes and initiatives; reviews business requirements and handles user acceptance testing for Payment- related system enhancements/projects.

3. Collaborate with Payment Ecosystem Product Owner to ensure digital vision and products align with team strategy and requirements.

4. Participates in staff hiring and coaching, establishes performance objectives and evaluates actual performance vs objectives of the team; ensures staff capability and motivation to deliver expected results; manages employee morale through the implementation of various reward, recognition and stress management programs.

5. Appraises and approves adjustments of payment-related transactions within authorized limits

6. Reviews and analyzes complex billing, collection and policy adjustment transactions.  Problems requiring solutions must be resolved following guidelines and available facts.

SLF Competencies & Behaviors:

• Puts the Client First

Delivers Innovative Solutions – Consistently delivers on highest priority work, getting the most out of available resources.  Suggests client-centred ideas and contributes to team brainstorming in a way that furthers progress Leverages Data and Technology – Improves technology skills and educates others on how to use new solutions to improve performance.  Builds understanding of available client and business data, how it’s used to inform key decisions and performs routine analysis to gain new insights

• Delivers Business Value

Understands our Business – Draws upon a variety of sources to understand industry developments and trends.  Leverages quantitative and qualitative information to guide actions and make recommendations Manages Complexity – Asks the right questions to analyze situations and able to distinguish which facts are relevant to solving a particular problem.  Knows when to leverage others when making decisions in uncertain circumstances.

• Builds Effective Relationships

 Engages and Influences Others – Communicates effectively with a wide variety of audiences at all organizational levels.  Builds rapport and relationships with a variety of people, to exchange ideas and knowledge.  Uses combination of facts and influence to gain the support and commitment of others. Attracts, Develops and Retains Talent – Participates in constructive dialogue with the team and willing to consider multiple perspectives.  Works effectively with others who have different perspective, backgrounds, and/or styles.

• Executes with Excellence

Drives for Results – Demonstrates responsibility for own results, and the team, if people management is a component of the role.  Identifies issues and acts without hesitation to develop practical and timely solutions. Optimizes Work Processes – Takes steps to clarify and understand the desired outcomes for their role and that of key partners.  Proactively problem solves and regularly identifies ways to improve their own work processes and practices, and those of others.

• Brings the Best

Builds and Applies Self-Insight – Takes responsibility for their actions and seeks and incorporates feedback from a variety of sources to improve performance.  Demonstrates commitment to learning and self-development. Demonstrates Resilience and Adaptability – Can make steady progress, even when details are unknown.  Stays calm and professional under difficult or changing circumstances. Optimizes Work Processes – Take steps to clarify and understand the desired outcomes for their role and that of key partners.

Relevant Courses-Professional/Technical Competencies

• Knowledge of following products: Life insurance (Traditional and VUL) and Pre-need Plan
• Knowledge of following systems: Ingenium, Prism, LGS, WMS, CAS and Salesforce
• Knowledge of existing processes and procedures and business practices.
• Knowledge of different Billing and Collection related templates and other window applications.

Minimum Typical Education

• Graduate of 4-year course preferably Business Administration

Minimum Typical Experience

• At least 5 years of customer service experience is preferred
• At least 5 years experience experience in a managerial role in the insurance industry.

Minimum LOMA requirement

• At least ACS

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