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 flexible 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.

The opportunity:

The Complaints & Grievances Reporting Analyst serves as a resource and coach in answering questions to internal and external stakeholders. The Analyst is responsible for establishing new report requirements, overseeing and completing departmental reporting and analytical activities to ensure reports are completed timely. This includes, but is not limited to: gathering requirements, preparing reports, analyzing data/trends, auditing information, producing accurate reports and making recommendations for continuous improvement.

How you will contribute:

• Monitor and respond to all reporting requests related to C&G.
• Identifying when new report development or reporting revisions are required to satisfy requests.
• Identify process improvement opportunities to streamline and/or create efficiencies. Work with C&G Management to discuss and implement opportunities.
• Produce accurate and timely reporting for C&G to internal and external customers as needed or required by contract and/or regulation.
• Partner with Client Engagement and other internal departments to ensure reporting needs are satisfied.
• Develop reporting relating to C&G metrics.
• Provide metrics reporting as requested or required by C&G Management.
• Research and test appropriate tools for reporting production and department data and statistics.
• Prepare ad hoc reports and data analysis summaries as requested
• Coordinate all daily operational reporting needs with C&G Management.
• Organize and maintain a library of reporting definitions, report subscriptions and reporting templates.
• Manage the process of identifying, revising, and converting existing reports to new database and reporting tool platforms.
• Perform ongoing analysis of complaint/grievance and appeal trends and outcomes.
• Communicate identified trends to C&G Management.
• Routinely audit reporting processes for consistency with establish guidelines and acceptable outcomes.
• Perform other duties as assigned.

Workflow Management/Team Performance

• Provide leadership to the team and coordinate daily operations and workflow according to department guidelines and priorities.
• Provide support & 1-1 coaching during training phase for existing, and new staff members.
• Audit work as appropriate to ensure accuracy before reports are published.
• Assist in ensuring staff meet or exceed productivity metrics. Acts as a coach and provides tips and suggestions as appropriate.
• Assist in mentoring, coaching and providing feedback to team members.
• Responsible for providing ongoing and development training to new and existing staff.

Leadership Team Support

• Assist in meeting department & plan requirements by providing back up support to Reporting Analyst as needed
• Acts as a liaison and obtains clarification from other areas when necessary to clarify a process that is unclear
• Update C&G management team on complaints and issues from clients and internal staff. Is proactive in notifying C&G management if something is going to escalate.
• Facilitate resolution to internal and external issues.
• Attend client meeting or internal meetings as necessary to represent C&G. Present on departmental process and procedures to internal and external customers
• Acts as an extension of leadership and provides support for management decisions

What you will bring with you:

Required:

• High School Diploma or GED required.
• Knowledge of general computer software to include Salesforce, Excel, Word and Adobe Writer.
• 3 years job related experience
• Ability to analyze and interpret data.
• Excellent and demonstrated analytical skills.
• Detail orientated.
• Ability to prioritize and organize multiple tasks with varying priorities.
• Excellent interpersonal skills.
• Excellent verbal communication skills.
• Ability to remain organized with multiple interruptions.
• Demonstrated effective PC Skills.
• Ability to work well with others.
• Ability to meet multiple deadlines.

Preferred Qualifications:

• Bachelor's or Associates degree in Business Administration or related field preferred.
• Experience working in a managed care environment.
• Previous leadership experience.

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 California region: $62,400 - $93,600 annually
• Central California region: $65,800 - $98,700 annually
• Northern California region: $80,300 - $105,500 annually

If you are a Colorado or Nevada resident, the salary range for this position is $59,600 - $89,400 annually

If you are a Connecticut or Maryland resident, the salary range for this position is $62,400 - $98,700 annually

If you are Washington or Rhode Island resident, the salary range for this position is $65,800 - $98,7 annually

If you are a New York resident, the salary range for this position is $80,300 - $105,500 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 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.

Job Category:

Business Analysis - Process

Posting End Date:

04/07/2024

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.