Service Excellence Transformation Leader

Sun Life; Jakarta Selatan; On-site; IDR 600,000,000 - 900,000,000; Full time

Job summary

Sun Life is seeking a Head of Service Excellence in Indonesia to lead transformation within Client Services and Operations, driving process simplification, automation, and governance across initiatives. The role emphasizes measurable benefits, straight-through processing, and improved service quality.

The position requires strong leadership, 10+ years in transformation or operations, and expertise in Lean/Six Sigma, Citizen Development, and data analytics to deliver sustainable change.

Qualifications

• 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

• 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.

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 preferred

Job description

Sun Life is seeking a Head of Service Excellence in Indonesia to lead transformation within Client Services and Operations, driving process simplification, automation, and governance across initiatives. The role emphasizes measurable benefits, straight-through processing, and improved service quality.

The position requires strong leadership, 10+ years in transformation or operations, and expertise in Lean/Six Sigma, Citizen Development, and data analytics to deliver sustainable change.