Project Manager

1 week ago

Valenzuela, Philippines Sun Life Full time

Project Manager (Contact Centre Operations) role at Sun Life — Operations Project Manager oversees the strategic execution of key initiatives across the operations landscape. This role is responsible for managing the portfolio of projects aligned with business priorities, ensuring effective governance, visibility, and value delivery. The ideal candidate will drive cross-functional coordination, monitor project performance, mitigate risks, and support the transformation agenda across geographies.

Key Responsibilities
  • Lead the planning, prioritization, and governance of operations projects and initiatives aligned to strategic goals.
  • Maintain the enterprise portfolio roadmap and ensure alignment with business capacity and resource availability.
  • Develop and maintain dashboards and reports to provide visibility into initiative health, benefits realization, and delivery risks.
Project Management & Execution
  • Drive end-to-end delivery of complex, cross-functional projects within scope, timeline, and budget.
  • Develop detailed project plans, charters, status reports, and risk mitigation strategies.
  • Ensure adherence to standard project management methodologies and frameworks (Agile/Waterfall/Hybrid).
Stakeholder Engagement & Communication
  • Partner closely with operations leaders, enabling teams (WFM, QA, Training), technology, and other support functions to ensure initiative success.
  • Facilitate executive updates and steerco reviews with clear progress narratives and decision-making inputs.
  • Communicate proactively with stakeholders to manage expectations and foster collaboration.
Process Improvement & Value Delivery
  • Identify opportunities to streamline processes, eliminate redundancies, and enhance operational efficiency.
  • Track and report on benefits realization, including financial and non-financial impact across initiatives.
  • Support change management efforts to ensure smooth adoption and sustainability of new solutions.

Handling of identified requirements/tasks deemed necessary.

Key Core Competencies
  • Strong analytical and problem-solving skills
  • Attention to detail and a focus on data accuracy
  • Effective time management and ability to prioritize tasks under pressure
  • Proactive and results-driven approach to operational challenges
  • Strong collaboration and communication skills to work with cross-functional teams
  • Excellent communication skills with the ability to translate complex data into actionable insights for non-technical stakeholders
Key Qualifications
  • Bachelor's degree in Business, Operations, Industrial Engineering, or related field
  • 5+ years of work experience with preferred project and portfolio management in an operations or contact center environment
  • Experience tracking and reporting operations compliance metrics
  • Strong knowledge in delivering complex initiatives
  • Strong analytical, organizational, and leadership skills
  • Excellent communication and stakeholder management abilities
  • Proficiency in project management tools (e.g., MS Project, Smartsheet, JIRA, Asana) and MS Office Suite preferred
  • PMP, Prince2, or Agile/Scrum certification preferred
  • Strong communication and collaboration skills, particularly when working cross-functionally
  • Work From Home enabled, with stable internet connection (at least 25mbps)
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Project Management, Finance, and Customer Service
Industries
  • Insurance, Telephone Call Centers, and Financial Services

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