Service Delivery Transformation Lead
6 days ago
At Sun Life Financial, we are seeking a highly experienced and driven professional to lead our Servicing Operations Transformation initiative across Asia Markets.
This permanent role requires a strategic thinker with strong project management skills and insurance industry expertise.
The successful candidate will create a roadmap for delivery in 2025 to multiple markets the changes required to meet agreed Servicing KPIs.
Key Responsibilities:
- Create a roadmap for delivery in 2025 to multiple markets the changes required to meet agreed Servicing KPIs.
- Help to obtain buy-in from the markets, including funding, for the roadmap.
- Assist the markets with their detailed requirement work, based on previous experience and the future art of the possible.
- Support the kick-off and governance of the execution of the roadmap.
Required Qualifications:
- Servicing Ops change experience, including call center/in-person servicing/admin servicing.
- Knowledge of Salesforce Servicing Cloud offerings.
- Vast experience in working in projects and full understanding of what is required from a BA.
- Able to take business challenges and translate them technically.
- Strong documentation skills.
- Knowledge of Agile WOW and strong ability to use associated tools (Jira, etc.).
- Extensive experience in insurance servicing operations and policy administration.
- Proven track record in project management and change implementation.
- Strong understanding of call center, in-person, and administrative servicing processes.
- Expertise in process redesign and system improvements.
- Proficiency in Agile methodologies and associated tools (e.g., JIRA).
- Excellent communication skills, capable of engaging with C-suite executives.
- Independent worker with strong attention to detail.
- Ability to challenge norms and drive innovation.
- Comfortable working under minimal supervision.
- Strong communicator, able to interact with C-suite and working level team members regularly.
- Highly collaborative and flexible.
- Highly detail-oriented.
Preferred Qualifications:
- Technical knowledge related to digitalization and automation initiatives.
- Experience with C360 and process-related tools.
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