SUN LIFE ASIA SERVICE CENTRE HYPER-JUMPS ITS CULTURAL AND DIGITAL TRANSFORMATION
SUN LIFE FINANCIAL
SUN LIFE ASIA SERVICE CENTRE HYPER-JUMPS ITS CULTURAL AND DIGITAL TRANSFORMATION
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In 2006 , Sun Life formed the Asia Service Centre to build the foundations for its digital transformation , long before ‘ digital transformation ’ became a buzzword . More than a decade later , Sun Life ’ s Asia Service Centre is a fastgrowing innovation hub providing business processing , IT and investment research benefitting Sun Life ’ s global operations with offices in the Philippines and India and a combined headcount of almost 3,000 . The Asia Service Centre ’ s core digital competencies are mobile , data analytics , visualisation and RPA . In the past three years , Sun Life has launched over 20 digital assets , including the Sun Life Mobile Application launched in 2016 , a first of its kind in the Philippines and supported the company ’ s e-commerce partnership with Lazada , another first in the industry . Agility played a big role in this project as the team achieved 80 % re-use of components to lower cost and launch in two months ’ time , ahead of the six-month timeline . When it comes to emerging capabilities , Sun Life is currently focusing on cloud , data science and AI . In 2018 ,
RPA was implemented through the Intelligent Process Automation ( IPA ) program which involved automating 50 business processes within Sun Life through the use of over 100 bots . Automation reduced the rate of errors and provided a lower level of operational risk . It greatly improved customer experience , moving highvalue front line employees to performing more important tasks . After it was launched in Asia , ROI was achieved in less than a year . In the same year , the Asia Service Centre ’ s Intelligent Automation Program evolved into the Intelligent Automation Centre of Excellence pushing for more technology innovation . Both initiatives are driving Sun Life towards automation of business processes to provide faster and more efficient services to Sun Life ’ s businesses around the world . “ We won ’ t stop . Our digital transformation will continue to streamline our processes , reduce risks and achieve ultimate efficiency , thereby assuring improved customer satisfaction ,” concludes Gollogley .
JULY 2019