Assistant VP - AI-Driven Operations Learning & Performance

Sun Life; Philippines; On-site; PHP 2,400,000 - 3,400,000; Full time

Job summary

Sun Life is seeking an Assistant Vice President of Operational Learning & Performance to lead a large, distributed team across Canada and Asia. The role centers on building an AI‑enabled, insight‑driven learning, quality, and knowledge management operating model that drives customer experience and productivity outcomes.

The ideal candidate will steer strategy, partner with senior leaders, and translate data into practical, frontline actions.

Qualifications

• 10+ years of senior leadership experience in large, complex Operations, call centers, BPO, or shared services.
• Proven success transforming learning, quality, or performance functions at scale.
• Experience leading large, distributed, global teams.
• Strong partnership and collaboration with senior Operations, CX, and Technology leaders.
• Experience in regulated environments (financial services is an asset).
• Deep expertise in modern learning systems, quality models, analytics, and AI‑enabled performance insights.
• Ability to translate data into operational decisions and frontline‑ready actions.
• Executive presence with the ability to influence in matrixed environments.
• Pragmatic, outcome‑focused change leader and clear, structured communicator.

Responsibilities

• Define and execute the vision, roadmap, and operating model for Operational Learning, Quality, and Knowledge Management aligned to Operations priorities.
• Lead a large, geographically distributed, multi‑disciplinary organization supporting Canada‑based and global delivery Operations.
• Build a consultative, pragmatic, outcome‑focused culture grounded in data, insight, and operational execution.
• Act as a strategic business partner and trusted advisor to Operations leaders, diagnosing performance gaps and enabling timely interventions.
• Establish shared accountability with Operations leaders for capability building and customer outcomes.
• Provide rapid insight regarding onboarding, process changes, and academy rollouts to enable fast corrective action.
• Design and evolve an end‑to‑end Operations learning ecosystem spanning onboarding and continuous upskilling.
• Co‑own time‑to‑proficiency and role readiness outcomes, ensuring productivity, quality, and client experience expectations.
• Monitor attrition, productivity, and quality trends using learning and performance insights to identify root causes and adjust enablement strategies.
• Ensure readiness of operational and technology change and embed learning and knowledge management to support new products and processes.

Job description

Sun Life is seeking an Assistant Vice President of Operational Learning & Performance to lead a large, distributed team across Canada and Asia. The role centers on building an AI‑enabled, insight‑driven learning, quality, and knowledge management operating model that drives customer experience and productivity outcomes.

The ideal candidate will steer strategy, partner with senior leaders, and translate data into practical, frontline actions.