Senior Manager - Business Analytics & Insights (Contact Center Operations)

Sun Life Global Solutions – Philippines; Taguig; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Sun Life Global Solutions – Philippines is seeking a Senior Manager, Business Analytics & Insights (Contact Center Operations) to lead analysis, insight discovery, and value realization for CCC initiatives.

The role collaborates with business leaders and cross-functional teams to translate results into actionable recommendations that improve performance and support confident decision-making.

Qualifications

• Bachelor's degree in Business, Operations, Analytics or a related field.
• Amenable to a permanent night shift schedule following a Canadian calendar/holiday and hybrid work setup.
• 5+ years of relevant work experience in business analytics, operational performance, process improvement, analytics, or a similar role within a Call Centre or comparable operations environment.
• Proven experience translating complex business problems and large datasets into actionable, data-driven recommendations.
• Advanced proficiency in Microsoft Excel, including pivot tables, formulas, data analysis, and operational reporting.
• Working proficiency in Tableau, including building or maintaining dashboards and reporting views.
• Strong understanding of operational performance drivers, including process efficiency, capacity, productivity, and performance metrics.
• Excellent written and verbal communication and influencing skills, with the ability to present complex insights clearly to senior stakeholders.
• Demonstrated ability to exercise sound judgment, challenge assumptions, work through ambiguity, manage competing priorities, and deliver high-quality outputs with limited supervision.
• Relevant post-secondary education in Business, Analytics, or a related discipline, or equivalent combination of education and relevant professional experience.

Responsibilities

• Conduct in-depth business and operational analysis to identify trends, root causes, risks, opportunities, and business impacts across CCC initiatives.
• Define, track, and communicate pre- and post-release success measures, comparing expected outcomes with actual results and identifying key drivers of variance.
• Apply sound judgment to challenge assumptions, validate findings, and develop clear recommendations that support business decisions.
• Develop and maintain data models and reporting views that support consistent tracking of initiative impacts and provide reliable access to operational performance metrics.
• Effectively communicate complex problems and data-driven insights to stakeholders at different levels of the organization, including senior audiences.

Skills

Communication

Tableau

Excel

Data-driven

Stakeholder management

Education

Bachelor's degree in Business/Operations/Analytics

Tools

Tableau

Excel

Job description

ABOUT THE ROLE

We are seeking a Senior Manager, Business Analytics & Insights (Contact Center Operations) to lead business analysis, insight discovery, and value realization for critical Client Care Centre (CCC) initiatives. This role will tackle complex operational problems, assess business impacts, and turn analysis into clear recommendations that improve performance and support confident decision-making.

The ideal candidate will collaborate seamlessly with business leaders, Business Analytics, and cross-functional stakeholders, leveraging strong analytical skills to interpret results, challenge assumptions, and communicate insights clearly to senior audiences.

KEY RESPONSIBILITIES

• Conduct in-depth business and operational analysis to identify trends, root causes, risks, opportunities, and business impacts across CCC initiatives

• Define, track, and communicate pre- and post-release success measures, comparing expected outcomes with actual results and identifying key drivers of variance

• Apply sound judgment to challenge assumptions, validate findings, and develop clear recommendations that support business decisions

• Develop and maintain data models and reporting views that support consistent tracking of initiative impacts and provide reliable access to operational performance metrics

• Effectively communicate complex problems and data-driven insights to stakeholders at different levels of the organization, including senior audiences

COMPETENCIES REQUIRED

• Excellent communication and influencing skills, with the ability to adapt messaging for different audiences, including senior stakeholders

• Proven experience understanding complex business problems, developing data-driven solutions, and translating analysis into practical recommendations

• Strong Excel and Tableau skills are required, including comfort working with large datasets, pivot tables, formulas, report building, and operational reporting

• Strong judgment and ownership, with the ability to manage competing priorities, work through ambiguity, and produce high-quality deliverables with limited direction

• Experience in a Call Centre or similar operations environment, with an understanding of process, capacity, and performance drivers, is considered an asset

• Post-secondary education in business, analytics, or a related field is considered an asset; equivalent education and experience will also be considered

MINIMUM QUALIFICATIONS

• Bachelor's degree in Business, Operations, Analytics or a related field

• Amenable to a permanent night shift schedule following a Canadian calendar/holiday and hybrid work setup

• 5+ years of relevant work experience in business analysis, operational performance, process improvement, analytics, or a similar role within a Call Centre, or comparable operations environment

• Proven experience in business analysis, operational analysis, or continuous improvement, preferably within a Call Centre/Client Care or similar operations environment.

• Strong analytical capability, with demonstrated experience translating complex business problems and large datasets into actionable, data-driven recommendations.

• Advanced proficiency in Microsoft Excel, including pivot tables, formulas, data analysis, and operational reporting.

• Working proficiency in Tableau, including building or maintaining dashboards and reporting views.

• Strong understanding of operational performance drivers, including process efficiency, capacity, productivity, and performance metrics.

• Excellent written and verbal communication and influencing skills, with the ability to present complex insights clearly to senior stakeholders.

• Demonstrated ability to exercise sound judgment, challenge assumptions, work through ambiguity, manage competing priorities, and deliver high-quality outputs with limited supervision.

• Relevant post-secondary education in Business, Analytics, or a related discipline, or equivalent combination of education and relevant professional experience.