Head, Claims Technical Excellence & Transformation

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:

Job description

• The Head, Claims Technical Excellence and Transformation is responsible for leading the strategic and technical transformation of the Claims function to deliver a faster, simpler, more digital, and client-centered claims experience.
• The role provides technical claims leadership, drives end-to-end process improvement, automation, governance, operational excellence, and change adoption, and ensures sound claim decisions, strong service delivery, effective risk management, regulatory compliance, and alignment with business priorities.

Preferred skills

• Strategic thinking and transformation leadership
• Deep technical claims expertise, including complex, high-value, sensitive, and contested claims
• Strong knowledge of claims assessment standards, policy interpretation, and decision governance
• Experience in claims quality assurance, technical audits, leakage identification, and control improvement
• Strong claims operations knowledge
• Process improvement and operational excellence mindset

Qualifications

• Bachelor's degree in Business, Management, Insurance, Finance, Operations, Information Systems, or related field.
• Strong experience in claims operations, insurance operations, transformation, process improvement, or business change management.
• Experience leading large-scale transformation, digitalization, automation, or operational excellence initiatives.
• Strong understanding of claims processes, insurance products, controls, compliance, and customer service standards.
• Proven ability to manage complex projects and influence senior stakeholders.
• Experience in people leadership or cross-functional project leadership is preferred.

Responsibilities

• Provide technical guidance on complex, high-value, and sensitive claims, ensuring sound, fair, and consistent claim decisions.
• Develop, establish, and maintain claims standards, technical guidelines, and governance frameworks aligned with business and regulatory requirements.
• Lead claims quality reviews and assessment audits, identifying gaps and opportunities to improve decision accuracy, consistency, and overall claims quality.
• Evaluate claims processes and controls to identify operational risks, control weaknesses, and potential claims leakage, and implement appropriate mitigation strategies.
• Provide technical subject-matter expertise for claims systems development, enhancements, automation, and process transformation initiatives.
• Act as the key business lead for Claims transformation programs, ensuring alignment across senior leaders and business partners.
• Develop and execute the Claims transformation roadmap aligned with business, operations, digital, technical claims, and client experience priorities.
• Ensure all transformation initiatives comply with internal policies, regulatory requirements, data privacy standards, and claims governance principles.
• Identify technical and operational capability gaps, and coach and mentor team members through structured development, knowledge sharing, and on-the-job guidance.
• Build sustainable claims transformation capability across the function through training, mentoring, and knowledge sharing.

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