[Hiring] Senior Case Manager @Sun Life

Role Description

The Client Care Centre Senior Case Manager (SCM) provides consistent, quality client service experience for Group Benefits Clients, Sponsors, and Providers who contact the Client Care Centre. This individual is empathetic and compassionate, with a desire to resolve Client problems. They do this by:

• Approaching each case with a client-focused mindset.
• Partnering with internal stakeholders including, but not limited to, the CCC various Tier-2 and Support Team; Business Development, Best Practices, Client Advocacy Team, Service Recovery Team, Advisors & Leadership Team, Ombudsman team, Executive Leadership Team, etc.
• Providing long-term solutions to client issues and concerns while following our Client Problem Resolution Framework.
• Looking at every case as an opportunity to improve our processes and routines, submitting CIs and Knowledge Enhancement requests when necessary.

Qualifications

• Exceptional client focus, listening skills, and deep understanding of client needs.
• Empathy and compassion with a strong drive to help clients and build strong client relationships.
• Resourceful / Problem Solver, with the ability to identify, plan, and solve client problems effectively and efficiently.
• Critical Thinking - uses rational and logical decision-making in acting on situations.
• Strong commitment to continuous improvement and quality of work.
• Strong time management and organizational skills.
• Exceptional communication skills - ability to speak and write using plain language and Sun Life's caring, optimistic, and relevant tone of voice.
• Ability to work independently and take initiative.
• Good judgment - willing to go the extra mile if situations call for it.
• Ownership and Accountability - sets and achieves stretch objectives through a sense of urgency and personal ownership.
• Positive Attitude towards work - understands and embraces his/her role with high self-motivation.
• Responsible in carrying out tasks assigned and understands the impacts of not meeting sensitive deadlines.
• Patience - deals with clients and CCRs with professionalism regardless of the inquiry.
• GB RCM Skill required.

Requirements

• Minimum Band Level of 4B.
• Performance Rating of 3 or higher during the 2025 Annual Performance Review and in the stack rank for the last 6 months.
• Not on corrective action/Performance Improvement Plan and administrative case during or within 3 months prior to the roll out of the IJP.
• No reliability issues for the last 6 months.
• Must comply with assigned shift schedule or either day or night shift, in line with business requirements.
• Must be Work From Home enabled, with a stable internet connection (at least 25mbps).
• Selected candidates to remain part of the team for a minimum of 12 months and will not be eligible to apply to another IJP during this period.
• Recently progressed Band Level are eligible to apply; however, their band movement to Band Level respectively will be completed after 12 months of being in their current sub-band.
• Employees who do not get selected for the role at the first attempt are eligible to apply after 3 months of the initial attempt.

Company Description