At Sun Life, we work together, share common values and encourage growth and achievement. We offer many career paths that attract a wide variety of talent and skills.
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Job Description : Major Accountabilities
Lead the teams supporting Group Benefits to deliver an industry leading client experience while meeting or exceeding key performance targets within budget
Management and improvement of Operations metrics
Build, implement and execute the strategy and service delivery model to consistently deliver an exceptional client experience and run an efficient operation
Partner effectively with key business stakeholders to continuously deliver an exceptional, consistent, and cost effective experience and operation
Foster a work culture that values the performance, development and well-being of our employees, reflected in above average employee engagement scores and people metrics
Participate in the overall management of the CCC as a member of the CCC Operations Leadership team. This includes setting practices that need to be common across teams;
people management activities, compensation guidelines, evaluation and implementation of new technology
Track contact centre and external client service industry developments and lead / participate in projects that introduce improved technologies, processes and practices.
Leverage the Brighter Way principles, structure and processes to create a culture of continuous improvement in productivity, client service and operational management
Own and manage P&L drive budget discussions with partners, lead cost management initiatives, keep year on year billing rate increase near flat and competitive with local industry.
Drive strategy identify new opportunities to add scale and lead discussions with prospective partners across Sun Life; build physical and IT infrastructure to support planned growth;
manage business continuity and operational risk; and drive transition of new work.
Drive employee engagement and retention; build management depth and ensure succession planning for the function to support planned growth and ensure risk free operations.
Work Experience and Skills Requirement
Candidate should have 10 to 15 years of experience with the BPO / Shared Service / Insurance industry
Should have managed an internationalcall centre in a leadership position
MBA / Quality / Insurance / Project management qualifications will be given preference.
Experience of handling a call center for an insurance account will be an added advantage
Experience in managing an Insurance account will be an added advantage.
Six Sigma Green Belt or above certification will be preferred
Experience in leading an operation with 3 or more levels of supervision
Handled 300++FTEs in a captive setup or 500++ FTE in 3rd party multiple clients set up
The expertise required to coach and support a high performing team, create a positive team environment and work closely with other leaders and colleagues regardless of position or level within and external to the organization
Ability to develop the skills and capabilities of direct reports and motivate others to achieve stretch performance targets, set direction, create strategies and business plans and execute the plans / strategies
In depth knowledge of process redesign methods and management operating systems as well as contact center workforce management practices and tools
Knowledge of the financial services and the individual insurance and wealth industry operations
Experience applying Lean and Six Sigma principles in a service operation setting
Experience in transitioning processes from onshore to offshore locations
Experience in leading a shared service organization accountable for operations delivery for internal or external business clients
Experience of managing P&L at a program level will be an advantage.
Job Category : Call Centre
Posting End Date :