Assistant Vice President, Operational Learning & Performance

You are as unique as your background experience and point of view. Here youll be encouraged empowered and challenged to be your best self. Youll 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 youll 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:

Work Model: Hybrid
Reports to: Vice President Shared Services / Canadian Operations

Sun Life Canada is on an exciting journey of innovation and transformation to deepen our commitment to our purpose To help (12M) Clients achieve lifetime financial security and live healthier lives.

Sun Life Canada Operations includes a team of over 5000 dedicated team members across Canada and SL Global Solutions in Asia. We support client onboarding processing and service delivery across Sun Lifes Canadian business units Health Group Retirement Services Retail Advice & Solutions and Sun Life Global Investments. The team handles over 160 million interactions with Clients plan sponsors and advisors annually.

Role Purpose

The Assistant Vice President Operational Learning & Performance (OLP) leads a team of 80 employees across Canada and Asia. They are accountable for enabling Canadian Operations teams to consistently deliver Sun Lifes customer experience business and productivity outcomes by building and operating an AIenabled insightdriven learning quality and knowledge management operating model.

OLP embeds learning knowledge and readiness to prepare for operational change and reinforces performance inproduction accelerating timetoperformance reducing earlytenure attrition preventing quality defects and protecting productivity as Operations scale and adopt AIenabled capabilities

What will you do

Vision & Leadership

• Define and execute the vision roadmap and operating model for Operational Learning Quality and Knowledge Management aligned to Operations priorities
• Lead a large geographically distributed multidisciplinary organization supporting Canadabased and global delivery Operations
• Build a consultative pragmatic outcomefocused culture grounded in data insight and operational execution

Business Partnership & Performance Enablement

• Act as a strategic business partner and trusted advisor to Operations leaders diagnosing performance gaps co-creating solutions and enabling timely practical interventions
• Establish shared accountability with Operations leaders for capability building sustained performance improvement and customer outcomes
• Provide rapid insight and guidance regarding onboarding process changes and academy rollouts to enable fast corrective action

Learning Capability & Performance Enablement

• Design and evolve an endtoend Operations learning ecosystem spanning onboarding role readiness continuous upskilling and performance reinforcement
• Coown timetoproficiency and role readiness outcomes ensuring associates reach productivity quality and Client Experience expectations quickly and sustainably
• Monitor earlytenure attrition productivity and quality trends using integrated learning QA and performance insights to identify root causes and adjust enablement strategies
• Support Operations to embed learning knowledge and readiness to prepare for of operational change ensuring new products processes tools and policies are fully supported
• Ensure readiness of operational and technology change

Quality Insight & Analytics

• Operate and evolve a modern riskbased quality and performance insight model supported by AIenabled tools (e.g. Amazon Connect / Contact Lens)
• Ensure quality and AI signals are trusted calibrated and valueadding
• Translate insights into clear actionable priorities for learning coaching and operational intervention
• Enable Operations leaders and Team Leaders to focus coaching where it matters most through role team and individuallevel insight

Knowledge Management & Digital Enablement

• Own enterprise knowledge management strategy standards and operational integration
• Drive adoption of consistent digital and AIenabled knowledge solutions that support frontline execution and decisionmaking
• Innovation & Operating Model Evolution

• Build modern OLP roles and operating models fit for an AIenabled future
• Partner closely with Technology Client Experience Office (CXO) Workforce Management Data & Analytics and Transformation teams to enable endtoend outcomes

What You Bring

Experience

• 10 years of senior leadership experience in large complex Operations call centers BPO and/or shared services
• Proven success transforming learning quality or performance functions at scale
• Experience leading large distributed global teams
• Strong partnership and collaboration experience with senior Operations CX and Technology leaders
• Experience in regulated environments (financial services an asset)
• Bilingualism is an asset

Capabilities & Leadership

• Deep expertise in modern learning systems quality models analytics and AIenabled performance insights (Amazon Connect / Contact Lens experience an asset)
• Strong ability to translate data into operational decisions and frontlineready actions
• Executive presence with the ability to influence without authority in matrixed environments
• Pragmatic outcomefocused change leader and clear structured communicator

Why This Role

This role offers a unique opportunity to shape how Operations perform scale and changebringing learning quality knowledge and insight together as a single operating system that enables strong customer outcomes without compromising productivity or engagement.

Whats in it for you

• Being a member of the Sun Life family a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives.
• Working together sharing common values and encouraging growth & achievement
• Flexible Benefits from the day you join to meet the needs of you and your family.
• In 2025 Sun Life ranked among the top 100 most sustainable global corporations by Corporate Knights for the 16th consecutive year leading Canadian insurers.
• Were also listed as one of the Best Workplaces for Women and Best Workplaces with Most Trusted Executive Teams.

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other addition to Base Pay eligible Sun Life employees participate in various incentive plans payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our Clients the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to .

We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business our Clients and you! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing screening interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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