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About the Role

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 Life’s customer experience, business, and productivity outcomes by building and operating an AI‑enabled, insight‑driven learning, quality, and knowledge management operating model. OLP embeds learning, knowledge and readiness to prepare for operational change and reinforces performance in‑production, accelerating time‑to‑performance, reducing early‑tenure attrition, preventing quality defects, and protecting productivity as Operations scale and adopt AI‑enabled capabilities.

Responsibilities

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, multi‑disciplinary organization supporting Canada‑based and global delivery Operations
Build a consultative, pragmatic, outcome‑focused culture grounded in data, insight, and operational execution
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
Design and evolve an end‑to‑end Operations learning ecosystem spanning onboarding, role readiness, continuous upskilling, and performance reinforcement
Co‑own time‑to‑proficiency and role readiness outcomes, ensuring associates reach productivity, quality, and Client Experience expectations quickly and sustainably
Monitor early‑tenure 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
Operate and evolve a modern, risk‑based quality and performance insight model supported by AI‑enabled tools (e.g., Amazon Connect / Contact Lens)
Ensure quality and AI signals are trusted, calibrated, and value‑adding
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 individual‑level insight
Own enterprise knowledge management strategy, standards, and operational integration
Drive adoption of consistent digital and AI‑enabled knowledge solutions that support frontline execution and decision‑making
Build modern OLP roles and operating models fit for an AI‑enabled future
Partner closely with Technology, Client Experience Office (CXO), Workforce Management, Data & Analytics, and Transformation teams to enable end‑to‑end outcomes

Requirements

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
French, English, both oral and written, is required for Quebec only for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Skills

Deep expertise in modern learning systems, quality models, analytics, and AI‑enabled performance insights (Amazon Connect / Contact Lens experience an asset)
Strong ability to translate data into operational decisions and frontline‑ready actions
Executive presence with the ability to influence without authority in matrixed environments
Pragmatic, outcome‑focused change leader and clear, structured communicator

Location

Canada
Asia

Work Type

Hybrid

Experience Level

Senior leadership experience

Salary/Compensations

140,000 - 225,000

Benefits

Flexible Benefits from the day you join to meet the needs of you and your family.

About the Company

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 5,000 dedicated team members across Canada and SL Global Solutions in Asia.
We support client onboarding, processing and service delivery across Sun Life’s 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.
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.
In 2025, Sun Life ranked among the top 100 most sustainable global corporations by Corporate Knights for the 16th consecutive year, leading Canadian insurers.
We’re also listed as one of the Best Workplaces for Women and Best Workplaces with Most Trusted Executive Teams.

Equal Opportunity

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 thebrightside@sunlife.com.