AI-Driven Operations Learning & Performance Leader

Sun Life; Taguig; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Sun Life is seeking an Assistant Vice President of Operational Learning & Performance (OLP) to lead a ~80‑person team across Canada and Asia. The role drives AI‑enabled learning, quality, and knowledge management to enable customer experience, productivity, and outcomes.

Responsibilities include defining the vision and operating model for OLP, partnering with senior Operations and Technology leaders, and shaping the learning ecosystem to boost time‑to‑proficiency and performance while embedding

Qualifications

• 10+ years of senior leadership experience in large, complex Operations, call centers, BPO, and/or shared services.

Responsibilities

• Vision & Leadership: Define and execute the vision, roadmap, and operating model for Operational Learning, Quality, and Knowledge Management, aligned to Operations priorities.
• Business Partnership & Performance Enablement: Act as a strategic business partner to Operations leaders, diagnosing performance gaps and enabling interventions.
• Learning, Capability & Performance Enablement: Design and evolve an end‑to‑end Operations learning ecosystem, drive time‑to‑proficiency, and monitor performance trends.
• Quality, Insight & Analytics: Operate a modern quality and performance insight model supported by AI‑enabled tools and translate insights into actionable priorities.
• Knowledge Management & Digital Enablement: Own enterprise knowledge management standards and drive adoption of AI-enabled knowledge solutions.
• Innovation & Operating Model Evolution: Build modern OLP roles and operating models for an AI-enabled future.

Job description

Sun Life is seeking an Assistant Vice President of Operational Learning & Performance (OLP) to lead a ~80‑person team across Canada and Asia. The role drives AI‑enabled learning, quality, and knowledge management to enable customer experience, productivity, and outcomes.

Responsibilities include defining the vision and operating model for OLP, partnering with senior Operations and Technology leaders, and shaping the learning ecosystem to boost time‑to‑proficiency and performance while embedding