Job Description: Are you a people-focused leader who thrives in a fast-paced operational environment? Join our Billing & Payment Services team and help drive service excellence, team development, and continuous improvement while supporting multiple Sun Life business areas.

Reporting to the Manager, Billing & Payment Services, you will lead a team of approximately five employees in a hybrid work environment.

You will be responsible for coaching, performance management, operational effectiveness, and fostering a collaborative culture that enables the team to consistently achieve service, quality, and business objectives.

What will you do? Lead, coach, and develop a team of approximately five employees to deliver high-quality service and achieve operational objectives.

Monitor team performance, service levels, quality metrics, and workload volumes, taking timely action to address challenges and support business goals.

Build strong partnerships with internal stakeholders and external clients to understand their needs, resolve issues, and enhance service delivery.

Champion a positive, accountable, and inclusive team culture that encourages collaboration, learning, innovation, and continuous improvement.

Support operational planning, process improvement initiatives, budgeting activities, and day-to-day production needs as required.

What do you need to succeed? Required qualifications Experience leading, coaching, and developing employees in a team-based environment.

Ability to analyze operational metrics, key performance indicators, and service results to support decision-making and business outcomes.

Strong relationship-building, communication, and stakeholder management skills.

Demonstrated ability to manage multiple priorities and adapt to changing business needs.

Experience fostering employee engagement, accountability,



and a high-performance culture.

Leadership and professional skills Change leadership and the ability to support teams through business transformation.

Performance management, coaching, and employee development experience.

Strong decision-making and problem-solving skills using data and business insights.

Conflict resolution and collaboration skills that support positive outcomes.

Continuous improvement mindset with the ability to identify and implement process enhancements.

Preferred qualifications Experience leading a team in a production or operations environment.

Demonstrated experience in collections management, including account reconciliation, customer outreach, and recovery strategies.

Strong knowledge of Microsoft Office, specifically Excel.

Knowledge of the insurance industry, including Individual Insurance, Group Retirement Services, or Group Advantages.

Additional requirements As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

As a condition of the role, the successful candidate must obtain a Government of Canada Reliability Status security clearance through Sun Life in advance of the start date.

What's in it for you? Flexible benefits from your first day to support you and your family.

Opportunities to grow your career through continuous learning, coaching, networking, and development programs.

The flexibility to balance your professional and personal priorities.

Access to Sun Life's Sabbatical Program, offering up to six weeks away from work every five years.

Be part of a purpose-driven organization committed to helping Clients achieve lifetime financial security and live healthier lives.

📌 Team Lead, Billing & Payment Services (Waterloo)
🏢 Sun Life
📍 Waterloo