Global Leader: AI-Driven Operational Learning & Performance

Sun Life Global Solutions – Philippines; Taguig; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Sun Life Global Solutions – Philippines seeks a Global Leader for Operational Learning & Performance to guide a ~80-person team across Canada and Asia, delivering an AI-enabled, insight-driven learning, quality, and knowledge management model.

You will partner with Operations, CX, and Technology to drive onboarding, upskilling, and rapid performance improvements, aligning readiness with changing products and processes.

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 with senior Operations, CX, and Technology leaders.
• Experience in regulated environments (financial services an asset).
• Deep expertise in modern learning systems, quality models, analytics, and AI-enabled performance insights.
• Strong ability to translate data into operational decisions and frontline-ready actions.
• Executive presence with influence in matrixed environments.
• Bilingualism is an asset.

Responsibilities

• Define and execute the vision, roadmap, and operating model for Operational Learning, Quality, and Knowledge Management.
• Lead a distributed organization supporting Canada-based and global delivery Operations.
• Build a data-driven, outcome-focused culture grounded in insight and execution.
• Partner with Operations leaders to diagnose gaps and enable interventions.
• Oversee onboarding, role readiness, upskilling, and performance reinforcement.
• Monitor readiness and performance insights to drive enablement strategies.
• Collaborate with Technology, CXO, WFM, Data & Analytics, and Transformation teams.

Skills

Senior leadership

Global teams

Data-driven decisions

Change management

Executive presence

AI-enabled learning

Stakeholder management

Regulatory awareness

Bilingual (asset)

Job description

Sun Life Global Solutions – Philippines seeks a Global Leader for Operational Learning & Performance to guide a ~80-person team across Canada and Asia, delivering an AI-enabled, insight-driven learning, quality, and knowledge management model.

You will partner with Operations, CX, and Technology to drive onboarding, upskilling, and rapid performance improvements, aligning readiness with changing products and processes.