PROCESS ANALYST

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Job Purpose

• The Process Analyst is responsible for analyzing, designing, optimizing, and sustaining business processes to enable efficient, scalable, and well-controlled operations for Sun Life Philippines. The role supports both transformation initiatives and day-to-day operational run-state requirements, ensuring that business processes deliver measurable value in quality, turnaround time, cost efficiency, and client experience.

  The Process analyst will work closely with Operations (New Business/Underwriting, Policy Administration, Claims, Billing & Collections, Client Servicing, Agency Distribution & Support, and related functions) to maintain process health, reduce friction, resolve issues, and implement continuous improvements. The role also contributes to quality assurance and quality uplift through process reviews, defect analysis, control strengthening, and standardization.

Major Accountabilities

• Lead and support process reviews, redesign initiatives, and optimization programs aligned to business objectives.
• Conduct value stream mapping, workflow decomposition, and efficiency diagnostics to enable simplification and automation.
• Support transformation delivery through process documentation, user validation, impact analysis, and adoption readiness.
• Define KPIs and metrics to track performance improvements and assess post-implementation benefit realization.
• Participate in backlog refinement and prioritization based on value, risk, effort, and operational impact.

• Provide end-to-end process support for insurance operations including Claims, Underwriting, Policy Issuance/Servicing, Billing & Collections, Customer Care, Fund Operations, and related workstreams.
• Monitor run-state process performance — SLA/TAT adherence, queue volumes, error/leakage rates, operational risks, and compliance deviations.
• Conduct Quality Assurance / Quality Improvement activities by analyzing defects, audit findings, mis-routing, rework drivers, and client pain points, then developing corrective/preventive actions.
• Perform root cause analysis on operational issues and recommend solutions ranging from quick fixes to structured improvement interventions.
• Manage incremental enhancements and procedural clarifications to maintain efficiency and reduce operational variance.
• Act as a process SME to front-line operations teams — supporting queries, confirming business rules, and promoting consistent process execution.
• Maintain current and accurate process maps, SOPs, controls, and documentation in alignment with governance and audit requirements.
• Convert recurring issues and performance insights into continuous improvement opportunities and feed into transformation or automation backlogs where scale applies.

Specialized Knowledge

• Experience in insurance operations (e.g., New Business/Underwriting, Claims, Billing & Collections, Client Servicing, Policy Administration).
• Knowledge of QA/QI methodologies, error trend analysis, control effectiveness review, and leakage prevention practices.
• Strong process analysis capability with proficiency in BPM tools (Visio, Miro, BPMN modelling, process mapping standards).
• Ability to diagnose problems using structured RCA, Pareto analysis, and process performance analytics.
• Solid understanding of compliance, risk frameworks, audit requirements, and operational controls.
• Proactive in identifying inefficiencies, recommending optimizations, and influencing adoption of standardized best practices.
• Skilled in cross-team facilitation, stakeholder alignment, and impact communication.
• Knowledge in Agile Practices

Education and Experience

• 5+ years of experience in process improvement, operational support, or business process analysis, preferably with certification/s in Lean Six Sigma
• Experience within insurance or financial services operations is strongly preferred.
• Demonstrated ability to balance BAU support with change delivery — resolving issues while driving improvements.
• Familiar with Lean, Six Sigma, Agile, Design Thinking, or other structured improvement methods (certification is a plus).
• Excellent communication, analytical reasoning, documentation writing, and workshop facilitation skills.

Job Category:

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