Purpose of the Role:
The Associate Director for Operations Transformation plays a pivotal role in shaping the future of Operations by driving initiatives that elevate efficiency, digital maturity, and the overall client and employee experience.
This leader partners closely with global stakeholders across Canada, the U.S., and Asia to design and execute a transformation roadmap that powers the One SLGS Operations vision seamlessly connecting people, processes, and technology.
Anchored on Sun Life's aspiration to be both an Employer of Choice (Inspiring, Caring, Enabling Growth) and a Partner of Choice (Innovative, Committed, Excellent in Delivery), this role ensures that every transformation effort advances operational excellence, empowers employees, and strengthens the value we deliver to clients.
Responsibilities:
1. Strategic Transformation Leadership
- Co-develop and execute a multi-year transformation roadmap for Client Care Operations, in alignment with business priorities, client expectations, and global service delivery models.
- Partner with leadership teams in Manila, India, and North America to identify, prioritize, and implement transformation initiatives that drive measurable business outcomes.
- Translate enterprise goals (e.g., digital-first, client-centricity, operational resilience) into actionable programs that enhance scalability, agility, and performance.
- Serve as a thought partner to Operations and Enablement leaders, shaping future-state capabilities for contact center excellence.
2. Operational Excellence & Continuous Improvement
- Lead initiatives in process simplification, standardization, and automation to optimize service delivery across sites and channels.
- Drive excellent service delivery in operations
- Introduce frameworks such as Lean Six Sigma, Design Thinking, and Performance Management Systems to sustain efficiency and service quality improvements.
- Establish transformation dashboards and business reviews to track success metrics and reinforce accountability for results.
3. Digital Enablement & Innovation
- Partner with technology teams to accelerate the adoption of digital tools such as CCaaS, CRM, RPA, AI bots, analytics platforms, and workforce optimization solutions.
- Evaluate and pilot innovation projects that improve both the client journey (e.g., call-back, digital assistant, self-service tools) and the advisor/employee experience (e.g., gamified learning, AI coaching).
- Champion the use of data and automation to enable smarter, faster, and more personalized service delivery.
4. Change Management & Capability Building
- Lead structured change management programs to drive adoption and behavioral shifts across multiple teams and geographies.
- Build a transformation capability within the operations ecosystem by coaching managers, SMEs, and project leads.
- Promote a continuous improvement mindset that values collaboration, learning, and innovation at every level.
5. Stakeholder Engagement & Governance
- Partner with Business Excellence, Technology, Finance, and Client Experience teams to align transformation efforts with enterprise objectives.
- Lead governance routines, performance reviews, and storytelling of transformation impact for senior leadership.
- Ensure transparent communication, clear progress tracking, and shared accountability across workstreams.
Minimum Qualification:
- Bachelor's degree required; Master's degree or equivalent in Business, Operations, or Technology preferred.
- Minimum 10 years of experience in contact center operations, process excellence, or business transformation within large-scale or multi-site environments.
- Proven record of leading end-to-end transformation programs with measurable business impact.
- Strong understanding of contact center technology ecosystems, workforce management, analytics, and client experience design.
- Certifications in Lean Six Sigma (Green/Black Belt), PMP/Prince2, or Change Management (Prosci) preferred.
