Client Experience Center Lead

sunlife; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Sun Life Philippines is seeking a Supervisor to lead the Client Service Center (CSC) operations, driving exceptional service delivery and engagement while meeting performance targets. You’ll oversee resources, ensure compliance with TAT, and collaborate with teams to sustain high standards in a dynamic environment.

The role emphasizes client-centric leadership, process rigor, and hands-on use of Salesforce and related digital tools to support policy inquiries, servicing, and collections across

Qualifications

• Graduate of a 4-year course
• 4-6 Years Frontline client servicing experience
• Computer literate
• Team Player
• Knowledge of financial/insurance concepts an advantage

Responsibilities

• Ensure walk-in agents, clients, and shareholders receive timely, professional, and accurate information to retain their business and generate new opportunities
• Allocate resources and manage CSC performance to maintain service level targets and standards at all times
• Implement adequate control procedures to ensure correct processing of collections and disbursements across all Lines of Business (SLOCPI, SLGFI, SLAMCI, SLFPI)
• Monitor and ensure 100% compliance to published Turnaround Time (TAT) for all transactions
• Ensure timely closure of action items from Monthly Complaints Forum within prescribed TAT
• Support mandatory logging and processing of CSC transactions in Salesforce (Policy Disbursement, Inquiries, Policy Servicing, Fund Switch/Allocation, Complaints)

Skills

Service Leadership

Customer Focus

Performance Management

People Development

Financial Management

Operational Excellence

Change Management

Process Improvement

Communication & Interpersonal Skills

Multi-tasking & Time Management

Salesforce

Ingenium

Education

Graduate of a 4-year course

Tools

Salesforce

Ingenium

Job description

Sun Life Philippines is seeking a Supervisor to lead the Client Service Center (CSC) operations, driving exceptional service delivery and engagement while meeting performance targets. You’ll oversee resources, ensure compliance with TAT, and collaborate with teams to sustain high standards in a dynamic environment.

The role emphasizes client-centric leadership, process rigor, and hands-on use of Salesforce and related digital tools to support policy inquiries, servicing, and collections across