Director - Operations

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. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Please enter the external job description here (remove this line)

Job description (heading) /  Description du poste (titre)

• The Associate Director will be responsible for managing the lines of business at SLGS-PH Operations.  This position will be directly accountable for driving growth and strategy, managing service delivery and the performance of 300+ staff in Manila including Managers, Team Leaders and frontline Client Care Representatives, as well as building and sustaining strong partner relations with internal stakeholders and business partners. 

  As a member of the SLGS-PH Operations team, the incumbent is accountable for participating in the development and execution of the vision, goals, and continuous improvement objectives to deliver on the overall Operations priorities related to client focus, productivity, efficiency and talent management.  He/she will drive identification of new opportunities to add scale, lead discussions and work effectively with prospective partners across Sun Life in the transition of new work, building physical and IT infrastructure to support planned growth, and manage business continuity and operational risk. 

  This position will be jointly accountable with the other Operations Leaders in ensuring effective and efficient operations, balancing and satisfying the expectations of all stakeholders, employees, clients, advisors, internal business partners.  He/she will work closely with the extended SLGS-PH shared services/IT teams with a partnership approach and is responsible for building a strong foundation to support SLGS-PH Operations growth. The Associate Director of Operations will be required to work the night shift schedule, supporting North America business hours and following North America holiday schedule. 

Preferred skills (heading) / Compétences particulières (titre)

• Qualifiers: All employees with the following qualifications

• Minimum Band Level of 6B
• Performance Rating of 3 or higher during the 2025 Annual Performance Review and in the stack rank for the last 6 months
• Not on corrective action/Performance Improvement Plan and administrative case during or within 3 months prior to the roll out of the IJP
• No reliability issues for the last 6 months
• All employees with at least 1 year in their current sub band including the probationary period of six months are eligible to participate in the internal recruitment

• Additional Criteria/ Information

• Must comply with assigned shift schedule or either day or night shift, in line with business requirements
• Must be Work from Home enabled, and with stable internet connection (at least 25mbps)
• Based on business requirements, the organization will reserve the right to make any decisions pertaining to role, tasks of the short-listed candidates, and requirements of the IJP etc.
• Selected candidates to remain part of the team for minimum of 12 months and will not be eligible to apply to another IJP during this period.

Job Category:

Call Centre

Posting End Date:

30/06/2026