Transitions / Project Manager for Contact Center Operations

Sun Life Global Solutions – Philippines; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Sun Life Global Solutions – Philippines is seeking an Operations Project Manager to oversee the strategic execution of critical initiatives across the operations landscape. You will govern the portfolio of projects, drive governance, and report on benefits realization and delivery risks.

You will coordinate cross‑functional teams (WFM, QA, Training), enable dashboards, and ensure timely, budget-conscious delivery using Agile/Waterfall/Hybrid methodologies.

Qualifications

• Bachelor's degree in Business, Operations, Industrial Engineering, or related field
• 5+ years of work experience with project and portfolio management in operations or contact center
• Experience tracking and reporting operations compliance metrics
• Strong knowledge in delivering complex initiatives
• Strong analytical, organizational, and leadership skills
• Excellent communication and stakeholder management abilities
• Proficiency in PM tools (MS Project, Smartsheet, JIRA, Asana) and MS Office
• PMP, Prince2, or Agile/Scrum certification preferred
• Strong communication and collaboration skills, cross-functional

Responsibilities

• Lead planning, prioritization, and governance of operations projects aligned to strategic goals.
• Maintain the enterprise portfolio roadmap and ensure alignment with capacity and resources.
• Develop dashboards and reports to show initiative health, benefits realization, and risks.
• Drive end-to-end delivery of cross-functional projects within scope, timeline, and budget.
• Create detailed project plans, charters, status reports, and risk mitigation strategies.
• Ensure adherence to PM methodologies (Agile/Waterfall/Hybrid).
• Partner with operations leaders, enabling teams, technology, and support functions for success.
• Facilitate executive updates and steerco reviews with clear progress narratives.

Job description

OVERALL PURPOSE

The Operations Project Manager plays a critical role in overseeing the strategic execution of key initiatives across the operations landscape. This role is responsible for managing the portfolio of projects aligned with business priorities, ensuring effective governance, visibility, and value delivery. The ideal candidate will drive cross-functional coordination, monitor project performance, mitigate risks, and support the transformation agenda across geographies.

Portfolio Management

• Lead the planning, prioritization, and governance of operations projects and initiatives aligned to strategic goals.

• Maintain the enterprise portfolio roadmap and ensure alignment with business capacity and resource availability.

• Develop and maintain dashboards and reports to provide visibility into initiative health, benefits realization, and delivery risks.

Project Management & Execution

• Drive end-to-end delivery of complex, cross-functional projects within scope, timeline, and budget.

• Develop detailed project plans, charters, status reports, and risk mitigation strategies.

• Ensure adherence to standard project management methodologies and frameworks (Agile/Waterfall/Hybrid)
  

Stakeholder Engagement & Communication

• Partner closely with operations leaders, enabling teams (WFM, QA, Training), technology, and other support functions to ensure initiative success.

• Facilitate executive updates and steerco reviews with clear progress narratives and decision‑making inputs.

• Communicate proactively with stakeholders to manage expectations and foster collaboration.
  

Process Improvement & Value Delivery

• Identify opportunities to streamline processes, eliminate redundancies, and enhance operational efficiency.

• Track and report on benefits realization, including financial and non‑financial impact across initiatives.

• Support change management efforts to ensure smooth adoption and sustainability of new solutions.

Handling of identified requirements/tasks deemed necessary.

QUALIFICATIONS AND COMPETENCIES REQUIRED

• Bachelor's degree in Business, Operations, Industrial Engineering, or related field

• 5+ years of work experience with preferred project and portfolio management in an operations or contact center environment

• Experience tracking and reporting operations compliance metrics

• Strong knowledge in delivering complex initiatives

• Strong analytical, organizational, and leadership skills

• Excellent communication and stakeholder management abilities

• Proficiency in project management tools (e.g., MS Project, Smartsheet, JIRA, Asana) and MS Office Suite preferred

• PMP, Prince2, or Agile/Scrum certification preferred

• Strong communication and collaboration skills, particularly when working cross‑functionally

Core Competencies

• Strong analytical and problem‑solving skills

• Attention to detail and a focus on data accuracy

• Effective time management and ability to prioritize tasks under pressure

• Proactive and results‑driven approach to operational challenges

• Strong collaboration and communication skills to work with cross‑functional teams

• Excellent communication skills with the ability to translate complex data into actionable insights for non‑technical stakeholders