Client Service Center Supervisor

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

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Job description

The Supervisor is responsible for leading and managing Client Service Center (CSC) operations to ensure exceptional service delivery, operational excellence, and employee engagement while meeting all established performance targets and organizational standards.

Preferred skills

Service Leadership & Customer Focus Performance Management & Accountability People Development & Coaching Financial Management Operational Excellence Change Management Process Improvement Communication & Interpersonal Skills Multi-tasking & Time Management Proficiency with Salesforce, Ingenium, and other digital tools

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

Client Service & Operations Management 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)

Bulleted List Job Category: Customer Service / Operations Posting End Date: 29/11/2026

Shine together

At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed.

Make life brighter

We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world.

Shape the future

With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers