Service Delivery Transformation Lead

6 days ago


Taguig, National Capital Region, Philippines Sun Life Financial Full time

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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