Manager I, Client Digital

Job description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll 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, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. 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. Job Description: Job Description Lead Business Analysis for Client App Enhancements Lead end-to-end business analysis of client app enhancements, servicing changes, regulatory requirements and BAU improvements. Define the underlying problem and intended outcome; analyze journeys, processes, systems, data, controls and pain points; and translate agreed needs into delivery-ready requirements, user stories, process flows, business rules, data requirements and acceptance criterial. Maintain traceability and challenge incomplete or solution-led requests. Manage Business Demand Intake and Backlog Quality Manage structured intake and assessment of requests from business, Operations, Product, Distribution, Client Experience, Risk and Compliance. Assess client value, business value, operational impact, regulatory urgency, strategic alignment, expected outcomes, dependencies and readiness. Maintain a transparent backlog, facilitate prioritization, document decisions and route items to the appropriate delivery path. Maintain end-to-end Client Journey and Requirement Integrity Maintain an end-to-end view across Life and Health, Wealth and Pensions, common-client, corporate-client and advisor-supported journeys. Identify cross-journey and cross-platform impacts, prevent fragmented experiences or inconsistent business rules, and incorporate client, advisor, usability and operational feedback into requirements and backlog recommendations. Provide Business Oversight of Delivery, Change Readiness and Adoption Act as the principal business contact through analysis, solution design, development, testing, implementation and stabilization. Coordinate business testing, acceptance and sign-off. Lead business change-impact assessment covering clients, advisors, frontline teams, Operations, processes, controls, communications, training and support. Confirm readiness evidence before release, monitor early adoption and coordinate reinforcement after implementation. Support Live-platform BAU, Incident Analysis and Service Recovery Analyze production issues, recurring client or advisor enquiries, journey failures and operational exceptions. Clarify impact, affected segments, workarounds, communication needs and priority for permanent resolution. Convert recurring issues into structured backlog items and support post-release validation and stabilization. Drive Insight-led Continuous Improvement and Governance Report demand intake, backlog health, progress, readiness, dependencies, risks, decisions and outcomes. Use platform analytics, adoption, usage, Digital CSAT, qualitative feedback, service data and incident trends to identify improvements and support prioritization. Define success measures, coordinate post-implementation reviews and maintain governance records. Specialized Knowledge Strong hands-on business analysis capability, including problem definition, requirements elicitation, stakeholder workshops, process and journey analysis, user stories, business rules, data requirements, acceptance criteria and requirements traceability. Ability to distinguish the underlying business or client need from a proposed solution and challenge requests constructively. Experience managing demand intake and enhancement backlogs involving competing priorities and cross-functional dependencies. Good understanding of digital-platform delivery across design, development, testing, release, stabilization and continuous improvement. Practical change management capability, including stakeholder and impact assessment, readiness planning, communications and training requirements, adoption support, reinforcement and transition into BAU. Strong business-testing capability, including risk-based scenarios, defect assessment, regression coverage, sign-off and post-release validation. Ability to assess and communicate client impact, business value, operational impact, regulatory urgency, dependencies and implementation risk. Data and insight orientation across platform analytics, engagement funnels, Digital CSAT, client feedback, service data and incident trends. Strong stakeholder management, facilitation, negotiation, written communication and documentation skills. Knowledge of life insurance, retirement, pension, wealth, claims, policy servicing, digital payments or client self-service journeys is preferred. Awareness of privacy, information security, operational risk, conduct and regulatory considerations for digital financial services. Qualifications University degree or above in Business, Information Systems, Computer Science, Digital, Finance, Engineering or a related discipline. At least 6 years of relevant experience in business analysis, digital platform delivery, product management, process improvement or technology-enabled change. Strong hands-on experience leading business analysis for digital platforms, mobile apps, portals, servicing platforms or other complex client-facing solutions. Demonstrated experience in requirements elicitation, stakeholder workshops, user stories, acceptance criteria and traceability.• Experience managing enhancement demand or product backlogs across multiple stakeholders. Experience supporting delivery from problem definition through testing, implementation and post-launch review. Experience coordinating business acceptance testing, defect assessment, business sign-off and implementation readiness. Experience supporting digital change, including impact assessment, stakeholder engagement, communications, training or user-support readiness, adoption tracking and post-launch reinforcement. Experience working with Technology, Operations, Product, Design, Data, Risk, Legal or Compliance teams. Experience in insurance, pension, retirement, wealth, banking, claims or digital servicing is preferred. Regulated-industry experience is strongly preferred. Relevant certification in business analysis, agile delivery, product management or project management is an advantage but not mandatory. At Sun Life, we’re driven by our Purpose: to help Clients build lifetime financial security and lead healthier lives. Across Asia, 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. We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate. We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose). Job Category: Client / User Experience Design Posting End Date: 27/11/2026