Head of AI-Driven Operational Learning & Performance

Sun Life Financial; Philippines; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

Sun Life Financial seeks an executive to lead Operational Learning & Performance (OLP), guiding a large, global team across Canada and Asia to deliver superior customer experience and productivity through AI-enabled learning, knowledge and readiness programs.

You will shape an end-to-end learning ecosystem, partner with senior leaders, and drive rapid capability building while embedding data-driven performance insights into daily operations.

Qualifications

• 10+ years of senior leadership experience in large, complex Operations, call centers, BPO, and/or shared services.
• Proven success transforming learning, quality, or performance functions at scale.
• Experience leading large, distributed, global teams.
• Strong partnership and collaboration experience 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 (Amazon Connect / Contact Lens experience an asset).
• Strong ability to translate data into operational decisions and frontline-ready actions.
• Executive presence with the ability to influence without authority in matrixed environments.
• Pragmatic, outcome-focused change leader and clear, structured communicator.
• Bilingualism is an asset.

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.

Skills

Senior leadership

Global teams

Data-driven decisions

Executive presence

Change leadership

Bilingualism

Education

Bachelor's degree or equivalent

Tools

Amazon Connect

Contact Lens

Job description

Sun Life Financial seeks an executive to lead Operational Learning & Performance (OLP), guiding a large, global team across Canada and Asia to deliver superior customer experience and productivity through AI-enabled learning, knowledge and readiness programs.

You will shape an end-to-end learning ecosystem, partner with senior leaders, and drive rapid capability building while embedding data-driven performance insights into daily operations.