Team Leader

Sun Life Financial; Philippines; On-site; PHP 540,000 - 720,000; Full time

Job summary

Sun Life Financial Philippines seeks a Team Leader to ensure an exceptional customer service experience for members, clients, sponsors, advisors and providers at the Asia Service Centre Philippines. You will coach and develop the Client Care Representatives and SMEs to meet SLAs in a fast-paced, structured environment.

Lead performance, analyze metrics and recruit staff to meet objectives, while driving continuous improvement through strong coaching and change-management skills.

Qualifications

• University degree.
• Proven Customer Service Skills.
• Proven leadership capability and a strong results orientation.
• Strong coaching, leading and performance management skills.

Responsibilities

• 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.

Skills

Leadership

Coaching

Customer service

Communication

Change management

Performance management

Team building

Influencing change

Data analysis

IPR skills

Education

University degree

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

Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers