Client Service Center Lead: Drive Excellence & Growth

Sun Life Financial; Hinoba-an; On-site; PHP 420,000 - 540,000; Full time

Job summary

Sun Life is seeking a Supervisor to lead and manage Client Service Center (CSC) operations, driving exceptional service, operational excellence, and high employee engagement while meeting performance targets.

You’ll guide a team of frontline agents, ensure efficient resource allocation, and maintain stringent process controls across multiple lines of business. The role emphasizes service leadership, collaboration, and digital tooling proficiency.

Qualifications

• Graduate of a 4-year course.
• Experience in frontline client servicing or operations.
• Knowledge of financial/insurance concepts an advantage.

Responsibilities

• Lead Client Service & Operations Management to ensure timely, professional information delivery and retain business.
• Allocate resources and manage CSC performance to meet service targets and standards.
• Ensure 100% compliance to Turnaround Time (TAT) for all transactions.
• Process CSC transactions in Salesforce (Policy Disbursement, Inquiries, Policy Servicing, Fund Switch/Allocation, Complaints).

Skills

Service Leadership

Customer Focus

Performance Mgmt

People Development

Coaching

Financial Management

Operational Excellence

Change Management

Process Improvement

Communication

Education

4-year degree

Tools

Salesforce

Ingenium

Job description

Sun Life is seeking a Supervisor to lead and manage Client Service Center (CSC) operations, driving exceptional service, operational excellence, and high employee engagement while meeting performance targets.

You’ll guide a team of frontline agents, ensure efficient resource allocation, and maintain stringent process controls across multiple lines of business. The role emphasizes service leadership, collaboration, and digital tooling proficiency.