Manager, Client Care (Premium Collection)

About the Company

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

About the Role

This role is responsible for managing assigned Client Care (Premium Collection) support functions, including reporting framework, compensation scheme and budget governance, quality control and quality management framework, manpower planning, recruitment coordination, training roadmap, and system administration. This role leads the operating model, control discipline, stakeholder coordination, and continuous improvement agenda for the assigned scope to ensure activities are executed consistently, accurately, and in accordance with company policies, Standard Operating Procedures, compliance requirements, and internal control expectations.

Responsibilities

Reporting framework and management insights:

• Manage the reporting framework for assigned Client Care support activities by defining key indicators, report structure, review cadence, data quality expectations, and escalation requirements.
• Oversee report preparation and consolidation, review accuracy and completeness, interpret trends and performance gaps, and provide management insights and recommendations to support decision-making, follow-up actions, and continuous improvement.

Compensation scheme, budget, and governance:

• Lead the design, proposal, review, and ongoing governance of Client Care compensation or incentive schemes, including scheme mechanics, eligibility conditions, payout logic, performance linkage, cost assumptions, and approval materials.
• Manage team budget related to Client Care compensation or incentive programs by monitoring budget utilization, payout cost, variance, and exception cases.
• Oversee compensation data validation, reconciliation, payment readiness, and stakeholder alignment to ensure approved schemes are executed accurately, consistently, and in line with company policy, budget governance, and internal control requirements.

Quality framework and performance assurance:

• Establish and oversee the quality control and quality management framework for assigned Client Care interactions and related processes, including QC criteria, sampling approach, review cycle, task allocation, quality calibration, and reporting discipline.
• Review QC findings and violation trends, identify root causes, drive corrective and preventive actions, and provide direction for training, coaching, SOP updates, and risk mitigation to ensure quality standards are consistently maintained.

Manpower planning, recruitment, and system administration:

• Manage manpower planning and recruitment pipeline for Account Managers or assigned Client Care resources by identifying capacity needs, monitoring headcount status, reviewing recruitment progress, and escalating gaps or delays when required.
• Oversee onboarding readiness, resource movement, termination tracking, system updates, records, and access requirements in coordination with Human Resources, business stakeholders, and system support teams to ensure operational readiness and control discipline.

Training roadmap and capability development:

• Own the capability development framework and end-to-end training roadmap for new and existing Account Managers or assigned Client Care resources.
• Define required capabilities, training priorities, onboarding requirements, refresher needs, and coaching focus based on business priorities, quality findings, process changes, system updates, and performance gaps.
• Oversee training execution, monitor completion and effectiveness, and drive follow-up actions to ensure resources are equipped with the required knowledge, system understanding, and practical skills.

Ensure all activities, decisions and deliverables comply with fair treatment of Clients principles, proactively identifying and mitigating risks of unfair client outcomes in line with Company conduct expectations.

Qualifications

• University graduation in Business Administration, Economics, Finance, Insurance, Data Analytics, or other relevant fields.
• Minimum 5 years of relevant experience in life insurance operations, customer service, call center operations, quality management, compensation administration, or post-sales service.
• Minimum 2 years of experience in a supervisory, senior team leader, quality management, operations management, or equivalent people/process management role.
• Practical experience in reporting framework management, compensation or incentive scheme administration, budget monitoring, quality control, recruitment coordination, training roadmap management, and stakeholder management is preferred.

Required Skills

• Strong understanding of life insurance post-sales service, Client support operations and client service quality expectations.
• Experience in designing or managing reporting frameworks, performance dashboards, management insights, and operating review cadence.
• Knowledge of compensation or incentive scheme design, budget planning, payout control, reconciliation, exception handling, and internal control requirements.
• Ability to manage manpower planning, recruitment pipeline, onboarding readiness, training roadmap, system access, and stakeholder follow-up.
• Strong people management, stakeholder management, problem solving, decision making, coaching, communication, and execution management capability.
• Good command of Microsoft Office tools, especially advanced Excel, Word, and PowerPoint; working knowledge of SQL, data extraction, data validation, and dashboard/reporting tools is preferred.
• Demonstrate the Curiosity to effectively leverage AI tools to improve productivity, decision-making, and quality of outcomes within the role.

Preferred Skills

• Problem solving requirements in terms of how standardized, varied, complex and interdependent problems and issues are typically faced by this job.
• Solve varied and interdependent issues across reporting, compensation scheme execution, budget control, quality findings, recruitment pipeline, training roadmap, system access, and stakeholder alignment.
• Analyze data, validate facts, identify root causes, assess business or control impact, and determine appropriate corrective or preventive actions.
• Demonstrate strong accountability in problem solving by proactively identifying, owning, and resolving all issues within scope, regardless of formal task assignment.