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. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description:
Location: We support US virtual working arrangements in the contiguous 48 states.
At Sun Life, we look for optimistic people who want to make life brighter for our Clients. We understand the value of diverse cultures, perspectives, and identities, and want you to bring your full and authentic self to work. Every day, you’ll be empowered and challenged by working with dynamic colleagues to find new and innovative ways to make Sun Life the best benefits company in America.
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The opportunity:The Director, National Accounts Service (DNAS) is the primary owner of strategic Implementation Team which delivers an on-boarding experience for new Sun Life national accounts (those clients with more than 2000 employees) and cross-sold in force Block of Business (BOB). Additionally, this role will manage, direct and guide the On-site Client Liaison Team, which is a unique role aligned to our largest and most complex Clients. The Client Liaisons work in tandem with the Sr. Client Relationship Executive and Sr. Client Advocate to deliver superior service and acts as a primary point of contact for our Life, Disability, Absence, Supplemental Health, Dental & Vision Operations Teams.
How you will contribute:
The role must work independently to develop and implement strategic plans consistent with the company's objectives. Responsibilities include driving change, initiating/ implementing projects and process improvements as well as changing the culture of the organization. Key clients include employer and employee clients, brokers, national account consulting firms and other Sun Life functional areas (Distribution, Underwriting, Relationship Management, Operations, and Claims) and senior leaders. Additional management responsibilities include performance management, reporting & analysis, and project management.
Accountabilities
The Director, National Accounts will drive the Implementation, On-site Client Liaison and Sales support strategy with the goals of:
- Meeting or exceeding National Account sales goals
- Positioning Sun Life as a top tier service delivery provider with our clients, strategic partners and brokers
- Leads a team of Implementation and Service Professionals who partner with Distribution to provide expert support to brokers, administrators, and clients for on-boarding / implementation, and service delivery.
- Represents Sun Life Implementation and Service Team in the external market, including but not limited to, meetings with key Broker partners, Clients, attendance at industry events, Sun Life sponsored distribution / thought leadership activities, and social media.
- Direct reports include Implementation Managers, Implementation Consultants and On-Site Client Liaisons.
- This role will manage 12-13 exempt level direct reports, who are primarily remote employees located across the country
- Supports DE&I by creating and fostering a team environment that encourages people to raise the bar and do their best to achieve overall client satisfaction
- Encourage high standards of performance and inspire others to define new opportunities and continuously improve the organization
- Development and maintenance of a client centric team
- Attracts, retains, develops and engages top talent throughout the organization reinforcing a high performance culture.
- Sets detailed metrics for all roles, and tracks/reports on the status of the service metrics.
- Facilitates resolution of escalated broker/client issues on behalf of and in partnership with their team members
- Maintains ultimate responsibility to resolve large and complex client/broker problems identified at Implementation and ongoing
- Identifies and responds to changes in external environment and client needs – makes recommendations to Operations leadership to solve specific client problems, systemic opportunity for efficiency, improved client experience and facilitates execution of recommendations
- Identifies areas for SLF to bolster our performance and meaningful ways to measure and value client relationships.
- Collaborate with technology teams to continuously increase service effectiveness through cutting edge tools/technology.
- Design, implement and oversee region and segment-specific Implementation / on-boarding experience along with proactive, client outreach programs resulting in higher persistency rates and improvements in our Net Promoter Score.
- Successfully develop and lead a team of Implementation Managers, Implementation Consultants and On-site Client Liaisons whom provide best in class implementation and service experience for their assigned Clients
The DNAS will focus on developing and executing strategic plans resulting in an improved on-boarding and on-going client experience, a more profitable in force block and more product/service solutions within our client base. This role must drive regional success and drive results for the Implementation and On-site Client Liaison accountabilities.
Targets will be set by region for each of these areas: 1) Implementation satisfaction, 2) client experience/loyalty and 3) proactive client engagement activity.
The Director, National Accounts Service may participate in client/broker meetings as appropriate. They will partner with Distribution leaders to ensure strategy alignment with broker/rep goals. They provide oversight of business plans and creation of Regional business plans/targets. This role will motivate the team through strong practice management as well as recognition/reward.
- Regularly interacts with leadership across all levels, business stakeholders, and/or major clients and influence business solutions and strategy. Interact with equivalent level leaders on significant issues of the organization.
- Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations without damaging the relationship
- Works with VP to determine best use of people, process & technology investments across locations to deliver enhanced service
What you will bring with you:
- Leads with the BOLDER Framework
- Extensive knowledge of Project Management, group insurance polices, practices and regulations as applicable to broker and clients; Deep understanding of National Accounts marketplace and competitive landscape
- Life/Health insurance license; preferred
- Demonstrated presentation skills for managing brokers/clients and presenting to large groups and sophisticated national account consultants
- 5+ years of experience working in the group insurance business with a renewal or client management focus
- Demonstrated leadership and mentoring ability, driving change and creating a high performance culture
- Strong relationship management and analytical skills, including critical and strategic thinking; strong negotiation and mediation skills
- Strong influencing skills and experience to develop and maintain effective internal and external business relationships
Do you see yourself in this role even if you haven’t checked all the boxes above? We welcome all talented candidates and are committed to a culture that represents diversity in all forms. If you think you might thrive in this setting, we would love to hear from you.
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!
Life is brighter when you work at Sun Life
- Excellent benefits and wellness programs to support the three pillars of your well-being – mental, physical and financial – including generous vacation and sick time, market-leading paid family, parental and adoption leave, a partially-paid sabbatical program, medical plans, company paid life and AD&D insurance as well as disability programs and more
- Retirement and Stock Purchase programs to help build and enhance your future financial security including a 401(k) plan with an employer-paid match as well as an employer-funded retirement account
- A flexible work environment with a friendly, caring, collaborative and inclusive culture
- Great Place to Work® Certified in Canada and the U.S.
- Named as a “Top 10” employer by the Boston Globe's “Top Places to Work” two years running
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.
If you are a California resident, the salary range for this position is:
Southern region: 136,000-195,000 annually
Central region: 143,600-215,400 annually
Northern region: 153,500-230,300 annually
If you are a Colorado resident, the salary range for this position is 130,000-195,000
If you are a New York resident, the salary range for this position is 153,500-230,300 annually.
If you are Washington resident, the salary range for this position is 143,600-215,400 annually.
We consider various factors in determining actual pay including your skills, qualifications, and experience. In addition to salary, this position is eligible for incentive awards based on individual and business performance as well as a broad range of competitive benefits.
Sun Life Financial is a leading provider of group insurance benefits in the U.S., helping people protect what they love about their lives. More than just a name, Sun Life symbolizes our brand promise of making life brighter -for our customers, partners, and communities. Join our talented, diverse workforce and launch a rewarding career. Visit us at www.sunlife.com/us to learn more.
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.
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Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation 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 recruitingUS@sunlife.com to request an accommodation.
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.
For applicants residing in California, please read our employee California Privacy Policy and Notice.
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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.
