Team Leader

Sun Life; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sun Life Philippines seeks a Team Leader for the Asia Service Centre in Manila. You will ensure a consistent, excellent customer service experience for clients, CCRs and providers by coaching and developing the team to meet SLAs and performance targets.

You will report to the Operations Manager, lead a structured, fast-paced environment, and drive continuous improvement through strong leadership, change management and collaboration across functions.

Qualifications

• University degree required.
• 5–7 years’ work experience with at least the last 5 in an international call center.
• At least 2 years experience in a supervisory position.
• Proven customer service skills.
• Proven leadership capability and a strong results orientation.
• Strong coaching, leading and performance management skills.
• Ability to influence change through positive motivation.
• Excellent change management and communication skills.
• Strong team player / team building abilities.
• Strong IPR skills.

Responsibilities

• Manage team performance daily ensuring service and quality objectives are met.
• Maintain high employee retention.
• Provide leadership, coaching, and mentoring to CCRs to develop competencies.
• Analyze metrics and ensure CCRs take timely action.
• Equip staff with knowledge, training, tools and technology to achieve results.
• Champion the coaching model.
• Foster a culture of participation, learning and accountability.
• Recruit staff to meet business objectives.
• Ensure adoption and sustenance of change.
• Interact directly with members as required.
• Manage absenteeism/vacations per policy.
• Participate in projects as needed.

Skills

Customer service skills

Leadership capability

Communication skills

Team building

Change management skills

IPR skills

Education

University degree

Job description

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:

Our internal job posting site is intended for internal candidates only. Allowing external candidates to use your Sun Life Financial computer to apply for internal positions is in violation of our Code of Business Conduct and the Corporate Information Security Policy.

Job Description:

The Team Leader provides a consistent excellent quality customer service experience for members, clients, sponsors, advisors and providers who contact the Asia Service Centre Philippines by ensuring the Client Care Representatives (CCRs) and SMEs are motivated, coached, developed and skilled to meet the ASCP SLAs and performance targets. The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment. The Team Leader reports to the Operations Manager.

Main Accountabilities:

• Manage team performance daily ensuring the service and quality objectives are being attained and maintained on a consistent basis
• Ensure a high retention of employees
• Provide leadership, coaching, and mentoring to the CCRs to develop their competencies and position them for success
• Analyze metrics and ensure CCRs are taking appropriate and timely action
• Ensure staff are equipped with the knowledge, training, experience, tools and technology needed to achieve the required business results
• Champion the coaching model
• Foster a work environment that values the people and encourages participation, creativity, learning and accountability
• Responsible for employee recruitment in order to meet business objectives
• Ensure team adopts and sustains change
• Identify opportunities for process and system improvements
• Communicate openly with team ensuring messages and initiatives are clearly understood
• Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies
• Build and support a culture of continuous improvement, identifying improvement opportunities and ideas, supported by strong business logic
• Interact directly with members, as required
• Manage absenteeism/vacations as per the targets and policies
• Participate in Projects as per the needs of the business

Qualifications/Competencies:

• University degree

• 5-7 years of work experience and at least the last 5 years in an International call center

• At least 2 years experience in a Supervisory position

• Proven Customer Service Skills

• Proven leadership capability and a strong results orientation

• Ability to influence change through positive motivation

• Capable of working in a structured and tactical management operating system

• Strong coaching, leading and performance management skills

• Able to analyze, identify improvement opportunities and build sustainable processes

• Excellent change management skills

• Strong communication skills (verbal and written)

• Strong team player / team building skills

• Strong IPR skills

GCF Level:

GCF Level 5

Job Category:

Call Centre

Posting End Date:

08/09/2026