Service Center Operations Leader

Sun Life; Makati; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Sun Life is seeking a Supervisor to lead the Client Service Center (CSC) operations, driving exceptional service delivery and engagement. You will manage resources, monitor performance, and ensure compliance with standards across multiple Lines of Business.

The role requires 4–6 years of frontline client servicing experience, a 4-year degree, and proficiency with Salesforce. Strong leadership, communication, and process improvement skills are essential in a dynamic environment.

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

• Provide leadership for CSC operations to ensure service excellence.
• Allocate resources and monitor CSC performance to hit targets.
• Ensure timely, professional info to walk-ins, clients and shareholders.
• Maintain compliance with Turnaround Time for all transactions.
• Support logging and processing of CSC transactions in Salesforce.
• Implement controls for correct processing of collections and disbursements.
• Close action items from Monthly Complaints Forum within TAT.

Skills

Service Leadership

Customer Focus

Performance Management

People Development

Change Management

Process Improvement

Communication & Interpersonal Skills

Multi-tasking & Time Management

Financial Management

Operational Excellence

Education

4-year degree

Tools

Salesforce

Ingenium

Job description

Sun Life is seeking a Supervisor to lead the Client Service Center (CSC) operations, driving exceptional service delivery and engagement. You will manage resources, monitor performance, and ensure compliance with standards across multiple Lines of Business.

The role requires 4–6 years of frontline client servicing experience, a 4-year degree, and proficiency with Salesforce. Strong leadership, communication, and process improvement skills are essential in a dynamic environment.