Manager

Sun Life Financial; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Sun Life Financial is seeking an Operations professional in the Philippines to optimize processes, lead call centre teams, and improve service quality. The role focuses on resource planning, KPI monitoring, and crisis management to maintain smooth business operations.

The ideal candidate will drive strategic operational plans, coordinate with stakeholders, and ensure alignment with company goals while delivering excellent customer experiences in a dynamic environment.

Qualifications

• Experience analyzing and improving operational processes.
• Ability to plan, allocate and optimize resources for efficient operations and high-quality service.
• Proven capability in leading teams, hiring, developing staff and evaluating performance.
• Proficient in monitoring KPIs, analyzing data and identifying improvement opportunities.

Responsibilities

• Analyze and optimize operational processes to improve efficiency.
• Strategic planning and allocation of resources to ensure quality customer service.
• Lead and develop call centre teams, set performance goals and conduct evaluations.
• Monitor KPIs, analyze data and identify areas for improvement.
• Develop and implement operational plans aligned with company goals.
• Address crises and disruptions to maintain business continuity.
• Manage relationships with external partners and coordinate with other departments.

Skills

Process optimization

Team leadership

KPIs

Strategic planning

Crisis management

Stakeholder mgmt

Tools

CRM software

Excel

Data visualization

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:Process optimization: Analyzing and improving operational processes. Implementing efficiency measures and streamline workflows.Resource management: Strategic planning, allocation, and optimization of various resources to ensure efficient operations and high-quality customer service.Team leadership: Hiring, developing staff, motivating, and managing teams. Setting performance goals and conducting evaluations.Performance monitoring: Tracking key performance indicators (KPIs). Analyzing data and identifying areas for improvement.Strategic planning: Developing and implementing operational plans. Aligning operations with company goals.Crisis management: Addressing unexpected operational issues and managing disruptions to normal business operations.Stakeholder management: Managing relationships with external partners and coordinating with other departments.Job Category:Call CentrePosting End Date:28/10/2026