Service Excellence & Transformation Lead

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

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.