Head of Service Excellence & Transformation

SUN LIFE INDONESIA; Jakarta Selatan; On-site; IDR 900,000,000 - 1,500,000,000; Full time

Job summary

Sun Life Indonesia seeks a Head of Service Excellence to drive transformation in Client Services and Operations. The role leads process simplification, automation, and Lean/Six Sigma programs while governing portfolios, change management and benefit realization.

The candidate will advance straight-through processing, digital adoption and operational controls, building a high-performance team and strong partnerships across Technology, Risk and Compliance.

Qualifications

• Bachelor’s degree is required; a master’s degree is an advantage.
• Minimum 10 years of experience in Operations, Service Excellence, Process Improvement, PMO, Transformation or Business Consulting.
• Experience leading teams and managing a portfolio of improvement or automation initiatives.
• Technical Competencies include Service Excellence, Lean/Six Sigma, Process Automation, Data Analytics and Change Management.

Responsibilities

• Lead the Service Excellence function to accelerate transformation within Client Services and Operations through process simplification, automation, standardization and Lean/Six Sigma methods.
• Govern governance for service excellence initiatives, portfolio and projects; manage change and benefits realization.
• Drive straight-through processing, automation, digital adoption and operational controls.
• Oversee Citizen Development governance, solution controls and adoption plans.
• Develop and govern the Service Excellence strategy and roadmap aligned with objectives.

Skills

Service Excellence

Business Process Reengineering

Lean/Six Sigma

Process Automation

STP Improvement

PMO Governance

Change Management

Citizen Development

Data Analytics

Benefits Realization

Education

Bachelor's degree

Master's degree advantageous

Job description

Sun Life Indonesia seeks a Head of Service Excellence to drive transformation in Client Services and Operations. The role leads process simplification, automation, and Lean/Six Sigma programs while governing portfolios, change management and benefit realization.

The candidate will advance straight-through processing, digital adoption and operational controls, building a high-performance team and strong partnerships across Technology, Risk and Compliance.