Head of Service Excellence & Transformation

Sun Life Financial

Jakarta Pusat

On-site

IDR 800,000,000 - 1,200,000,000

Full time

5 days ago

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Job summary

Sun Life Financial in Jakarta Selatan seeks a Head of Service Excellence to lead transformation across Client Services and Operations through process simplification, automation, Lean and Six Sigma, and Citizen Development governance. The role emphasizes prioritizing initiatives with measurable outcomes and strong cross‑functional collaboration.

You will define the strategy, govern the portfolio, drive straight-through processing, improve control effectiveness and deliver tangible benefits,

Qualifications

Education: Bachelor's degree; a master's degree is an advantage.
Experience: 10+ years in Operations, Service Excellence, PMO, Transformation or related consultative roles.
Leadership: Proven ability to lead teams and manage a portfolio of initiatives.

Responsibilities

Define and govern the Service Excellence strategy and roadmap with stakeholders.
Lead automation, digital adoption and STP initiatives to reduce manual work and improve controls.
Oversee reengineering using Lean/Six Sigma to simplify end-to-end processes.
Lead Citizen Development governance and benefit realization for business-led automation.
Manage the Service Excellence portfolio, change management and adoption progress.