Head of Service Excellence

Sun Life Financial; Indonesia; On-site; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

Sun Life Financial seeks a Head of Service Excellence to drive transformation across Client Services and Operations. You will oversee governance, process reengineering, automation, and citizen development to improve straight-through processing, productivity and service quality.

Lead a portfolio of improvement initiatives, manage change and benefits realization, and collaborate with Tech, Risk and Compliance to deliver sustainable change for clients. Strong leadership and analytics are essential.

Qualifications

• Education: Bachelor’s degree; a master’s degree is an advantage.
• Experience: Minimum 10 years in Operations, Service Excellence, Process Improvement, PMO, Transformation, or Business Consulting, including leading teams and managing a portfolio of initiatives.
• Technical Competencies: Service Excellence, BPA, Lean/Six Sigma, Process Automation, STP Improvement, PMO Governance, Change Management, Citizen Development, Data Analytics, Benefits Realization.
• Leadership Competencies: Strategic Thinking, Customer Focus, Driving Results, Stakeholder Management, Change Leadership, Developing Talent, Collaboration, Innovation Mindset.

Responsibilities

• Define and govern the Service Excellence strategy and roadmap, aligning transformation priorities with Client Services and Operations.
• Lead straight-through processing, automation and digital adoption initiatives to reduce manual effort and increase scalable service delivery.
• Direct business process reengineering and continuous improvement using Lean and Six Sigma to simplify end-to-end processes.
• Lead the Citizen Development program by establishing governance, capability building, solution controls and adoption plans.
• Oversee the Service Excellence initiative portfolio, change management and benefit realization, including delivery progress and risks.
• Develop the Service Excellence team and maintain partnerships with Technology, Risk, Compliance and other stakeholders.

Skills

Service Excellence

Business Process Reengineering

Lean Six Sigma

Process Automation

STP Improvement

PMO Governance

Change Management

Citizen Development

Data Analytics

Benefits Realization

Strategic Thinking

Education

Bachelor’s degree

Master’s degree (advantage)

Job description

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: Head of Service Excellence

Lead the Service Excellence function to accelerate transformation within Client Services and Operations through process simplification, automation, standardization, Lean and Six Sigma based business process reengineering, and the Citizen Development program. The role ensures initiatives are prioritized, governed and delivered as measurable outcomes supporting objectives for straight-through processing, productivity, digital adoption, service quality, turnaround time and operational controls.

Job description (heading) / Description du poste (titre)

Preferred skills (heading) / Compétences particulières (titre)

• Service excellence and transformation governance
• Business process reengineering and Lean and Six Sigma methods
• Process automation and straight-through processing
• Citizen Development and low-code solution governance
• Portfolio and project management governance
• Change management and benefits realization
• Data analytics, performance measurement and operational controls

Qualifications (heading) / Compétences (titre)

• Education: Bachelor’s degree; a master’s degree is an advantage.
• Experience: Minimum 10 years of experience in Operations, Service Excellence, Process Improvement, PMO, Transformation, or Business Consulting, including experience leading teams and managing a portfolio of improvement or automation initiatives.
• Technical Competencies: Service Excellence, Business Process Reengineering, Lean/Six Sigma, Process Automation, STP Improvement, PMO Governance, Change Management, Citizen Development, Data Analytics, Benefits Realization.
• Leadership Competencies: Strategic Thinking, Customer Focus, Driving Results, Stakeholder Management, Change Leadership, Developing Talent, Collaboration, Innovation Mindset.

Responsibilities (heading) / Responsabilités (titre)

• Define and govern the Service Excellence strategy and roadmap, aligning transformation priorities, expected benefits and delivery governance with Client Services and Operations objectives.
• Lead straight-through processing, automation and digital adoption initiatives to reduce manual effort, improve control effectiveness and increase scalable service delivery.
• Direct business process reengineering and continuous improvement using Lean and Six Sigma methods to simplify end-to-end processes and improve customer and operational outcomes.
• Lead the Citizen Development program by establishing governance, capability building, solution controls, adoption plans and benefit realization for business-led automation.
• Oversee the Service Excellence initiative portfolio, change management and benefit realization, including delivery progress, dependencies, risks, issues and adoption.
• Develop the Service Excellence team and maintain effective partnerships with Client Services functions, Technology, Risk, Compliance and other stakeholders to deliver sustainable change.

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.

Job Category: Customer Service / Operations

Posting End Date: 23/10/2026

Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant. There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities.