Claims Operations Associate Jobs in Tennessee (NOW HIRING)

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

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.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

The opportunity:

The Process Consultant, Stop Loss Claims is accountable for process governance, end-to-end documentation strategy, and continuous improvement that strengthens quality, compliance, scalability, and risk management within Stop Loss Claims Operations

This role translates complex adjudication and system workflows into standardized, auditable, and future-ready operating models. The role partners closely with senior leaders across Claims, Compliance, Quality, Audit, IT, and Learning to reduce variation, enable change, and drive measurable operational outcomes.

This position is suited for an experienced claims professional who influences beyond direct authority, anticipates downstream risk, and elevates the organization through disciplined process design and governance.

How you will contribute:

Process Governance & Enterprise Documentation Strategy

• Support the end-to-end governance framework for all Stop-Loss Claims processes, SOPs, templates, and workflows.
• Establish standards for documentation quality, structure, version control, approval, and lifecycle management.
• Ensure all documentation remains audit-ready and aligns with regulatory requirements, system capabilities, and evolving business strategy.
• Serve as a primary process SME during internal and external audits, regulatory reviews, and risk assessments.
• Provide expert guidance to leaders on process controls, documentation risk, and remediation strategies.

Process Excellence, Standardization & Optimization

• Lead complex, cross-functional process evaluations to identify inefficiencies, control gaps, and variation impacting quality, cost, or member experience.
• Design and implement standardized, scalable process solutions that improve accuracy, throughput, and operational resilience.
• Analyze audit findings, QA trends, operational metrics, and error patterns to inform improvement roadmaps.
• Apply systems thinking and continuous improvement methodologies to proactively strengthen upstream and downstream processes.

Strategic Stakeholder Partnership

• Act as a liaison across Claims Operations, QA, Compliance, Audit, Legal, IT, and Learning & Development.
• Influence decision-making by clearly articulating risk, impact, and trade-offs tied to process or system changes.
• Support system and technology initiatives by defining business requirements, documenting future-state workflows, and ensuring operational readiness.
• Partner with Learning & Development to ensure training strategy and materials accurately reflect approved processes and controls.

Change Leadership & Business Readiness

• Lead change planning and communication for complex, multi-stakeholder process initiatives.
• Develop adoption strategies, and implementation guidance.
• Coach leaders and teams through change by clarifying expectations, risks, and success measures.
• Ensure seamless adoption of new or revised processes with minimal disruption to operations.

Quality, Risk & Control Management

• Support the linkage between process design, quality outcomes, and regulatory compliance.
• Proactively identify process-driven risk and recommend mitigation strategies aligned to enterprise risk frameworks.
• Drive corrective and preventive actions through disciplined updates to procedures, controls, and guidance.
• Strengthening overall Claims control environment through clarity, consistency, and accountability.

What you will bring with you:

• 3+ years of progressive experience in Stop-Loss Claims or complex claims operations.
• Expertise in stop-loss adjudication, operational workflows, and regulatory considerations.
• Proven ability to design, govern, and sustain enterprise-level process documentation.
• Strong analytical and problem-solving skills with the ability to influence outcomes through insight rather than authority.
• Exceptional written and verbal communication skills, including executive-level materials.
• Demonstrated experience with cross-functional process improvement or transformation initiatives.
• Experience partnering with audit, compliance, risk, or quality organizations.
• Knowledge of how emerging technologies and AI-enabled solutions (e.g., intelligent document processing, workflow automation, predictive analytics) can enhance business processes.
• Familiarity with process mapping and documentation platforms (e.g., Visio, Miro, enterprise knowledge repositories).
• Lean, Six Sigma, or comparable continuous improvement training.
• Experience supporting large-scale change management or operational readiness efforts.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We're proud to be recognized in our communities as a top employer. Proudly Great Place to Work Certified in Canada and the U.S., we've also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row. Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations 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 thebrightside@sunlife.comto request an accommodation.

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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.