Managed group benefits employer accounts offering basic life, dependent / voluntary life, AD&D, CI, disability products, EAP and affinity products.Supervised group benefits administration teams in resolving complaints and escalations prior to Office of Ombudsman at SunLife, provided claims best practices expertise, pensions/benefits eligibility, interpretation from collective agreements and contractual liability exposure.Led disability and life claims file reviews, grievance handling, contract interpretation, accommodation policy framework and CPP disability benefits repayments and subrogations.Thrived in identifying unique situations leading to key client complaints and offering creative solutions in response that respected internal processes and resource limitations.Led internal plans teams in conducting information booklets revamps, audits, premium reconciliations, full scale technical audits and annual benefit re-enrolment project plans within allocated time and busdgets and 99% satisfaction rate.Provided benefit plan re-design costing analysis support, revisions and plan amendments, prepared benchmarking studies for discussions with brokers/vendors/consultants, trends and benefits utilization, financial reporting, compensation grids and collective agreement interpretation for unionized employers. Prepared financial reporting, performance tracking, provided benefits funding decision inputs and collective agreement interpretation for unionized employers. Implemented payroll/benefit file data transfers, file encryption discussions, data integrity audits and file error message resolutions. Investigated payroll file premium reconciliations.Maintained high level of discretion in resolving delicate issues with sensitivity and respect involving labour relations, Privacy, Substitute Decisions Act, benefits fraud and police investigations