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.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Job purpose

The AVP of Process Excellence is responsible for spearheading process improvement and digital transformation initiatives across Sun Life's Asia Operations to drive a superior client experience and STP.

This role will drive strategic process governance, operational efficiency, and client-centricity through innovative methodologies and technologies. The position will lead the design and implementation of best-in-class processes, leveraging Lean, Six Sigma, and digital solutions to achieve transformative results across all markets in Asia.

Major accountabilities

1. Strategic Process Transformation (30%):

Develop and execute a comprehensive process excellence strategy aligned with Sun Life's Asian and global objectives. Lead the formulation and achievement of ambitious targets for operational efficiency, customer experience enhancement, and digital adoption across all Operations value streams in Asian markets.

2. Digital Innovation and Implementation (25%):

Spearhead the adoption of cutting-edge technologies including RPA, AI-OCR, automated underwriting, and fraud management systems. Partner with IT and business leaders to ensure seamless integration and maximum value realization from digital initiatives.

3. Cross-functional Leadership and Collaboration (20%): Build and maintain strong relationships with C-suite executives, business unit leaders, and market-specific transformation teams. Facilitate detailed  workshops and drive consensus on standardized processes and best practices across the region.

4. Change Management and Cultural Transformation (15%):

Design and oversee large-scale change management programs to support the implementation of new processes and systems. Foster a culture of continuous improvement and innovation across all levels of the organization.

5. Performance Monitoring and Value Realization (10%):

Establish key performance indicators and oversee the measurement of process improvement initiatives. Ensure the realization of projected benefits and ROI from transformation projects across all Asian markets.

Specialized knowledge

- Expert-level understanding of Lean, Six Sigma, and other process improvement methodologies

- Deep knowledge of insurance operations and regulatory environments across Asian markets -

- Advanced expertise in digital transformation technologies and their application in financial services

- Mastery of change management principles and practices for large-scale organizational transformation

Problem solving

1. Complex analytical skills: The ability to analyze complex problems across back office processes, identifying inefficiencies and areas for improvement. This requires a deep understanding of insurance operations and the ability to see both details and big picture implications.

2. Strategic thinking: Demonstrating thought leadership in formulating strategic plans for process governance and excellence. This involves seeing long-term possibilities and crafting plans to achieve them.

3. Creative solution development: Leveraging various methodologies like Lean, Six Sigma, and digital technologies to develop innovative solutions for process improvement and automation.

4. Cross-functional problem solving: Working across different markets, business units, and IT teams to solve operational challenges. This requires the ability to understand and integrate diverse perspectives.

5. Change management expertise: Designing and implementing change management initiatives to address resistance and ensure successful adoption of new processes and systems.

6. Data-driven decision making: Using metrics and analytics to identify problems, measure improvements, and make informed decisions about process changes.

7. Adaptive problem solving: The ability to adjust approaches based on different stakeholder needs, from C-suite executives to operations floor staff.

8. Root cause analysis: Identifying the underlying causes of inefficiencies or issues, not just addressing symptoms.

9. Systems thinking: Understanding how changes in one area of operations can impact other areas and the overall customer experience.

10. Continuous improvement mindset: Constantly looking for ways to refine and enhance processes, even after initial improvements have been made.

Education and experience

• Master's degree in Business Administration, Operations Management, or related field

• 15+ years of senior leadership experience in process excellence and transformation roles, preferably in the insurance or financial services sector

• Relevant certifications such as Lean Six Sigma Master Black Belt, PMP, and Agile methodologies

• Proven track record of successfully leading enterprise-wide transformation initiatives in complex, multi-national organizations

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

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