Head of Service Excellence & Transformation

Sun Life Financial

Indonesia

On-site

IDR 1,500,000,000 - 2,300,000,000

Full time

5 days ago

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Job summary

Sun Life Financial Indonesia seeks a Senior Service Excellence leader to accelerate transformation within Client Services and Operations through process simplification, automation, standardization, Lean and Six Sigma reengineering, and Citizen Development governance. The role prioritizes measurable outcomes like STP, productivity, and service quality.

Lead the governance of a cross-functional improvement portfolio, drive adoption of digital tools, and partner with Technology, Risk and Compliance

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.
Technical competencies: BPR, Lean/Six Sigma, Process Automation, STP, PMO Governance, Change Management, Citizen Development, Data Analytics.

Responsibilities

Define and govern the Service Excellence strategy and roadmap with delivery governance.
Lead straight-through processing, automation and digital adoption initiatives.
Direct process reengineering and continuous improvement using Lean and Six Sigma.
Lead Citizen Development governance, adoption plans and benefits realization.
Oversee the Service Excellence portfolio, risks, dependencies and adoption.