Global Leader - Operational Learning & Performance (OLP)

Overall Purpose

The Global Leader, 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

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, multi‑disciplinary organization supporting Canada‑based and global delivery Operations
• Build a consultative, pragmatic, outcome‑focused 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 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 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, 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

Knowledge Management & Digital Enablement

• 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

Innovation & Operating Model Evolution

• 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

General Criteria for Job Application

• 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)
• 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
• Bilingualism is an asset