Assistant Vice President – Operational Learning & Performance

Sun Life

Assistant Vice President leading a geographically distributed team for Operational Learning & Performance at Sun Life. Focusing on customer experience, quality, and productivity outcomes in a hybrid work environment.

Posted 7/2/2026full-timeMontreal • 🇨🇦 CanadaLead💰 CA$140,000 - CA$225,000 per yearWebsite

About the role

Key responsibilities & impact

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.
Act as a strategic business partner and trusted advisor to Operations leaders, diagnosing performance gaps, co-creating solutions and enabling timely, practical interventions.
Design and evolve an end‑to‑end Operations learning ecosystem spanning onboarding, role readiness, continuous upskilling, and performance reinforcement.
Operate and evolve a modern, risk‑based quality and performance insight model supported by AI‑enabled tools (e.g., Amazon Connect / Contact Lens).

Requirements

What you’ll need

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
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.

Benefits

Comp & perks

Flexible Benefits from the day you join to meet the needs of you and your family.
Diversity and inclusion have always been at the core of our values at Sun Life.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Operational LearningQuality ManagementPerformance AnalyticsData Translation into DecisionsLearning Ecosystem DesignChange Leadership

Soft Skills

Strategic PartnershipCollaborationClear CommunicationInfluencing Without AuthorityOutcome-Focused Leadership