FC CoE Subject Matter Expert

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:

The FC CoE SME shall be responsible for conducting comprehensive quality assurance reviews and audits while designing and delivering training programs to support operational teams. This role focuses on ensuring adherence to quality standards, regulatory requirements, and organizational policies while driving continuous improvement and employee development across operational functions.

Specific Responsibilities:

Quality Audit & Assurance:

- Conduct systematic quality assurance reviews on processed alerts, transactions, and operational deliverables to assess accuracy, completeness, and compliance with defined standards
- Develop and maintain quality audit frameworks, sampling methodologies, and evaluation criteria aligned with regulatory and organizational requirements
- Document audit findings, observations, and recommendations in required tools and templates with clear supporting evidence
- Identify quality trends, root causes of deficiencies, and areas for improvement through data analysis
- Collaborate with operational teams to implement corrective actions and track remediation efforts
- Provide detailed audit reports to management with actionable insights and performance metrics
- Monitor compliance with established procedures, workflows, and quality metrics
- Support periodic reviews of quality standards and audit procedures to enhance detection capabilities
- Escalate critical findings and compliance issues to appropriate stakeholders and management
- Maintain up-to-date knowledge of AML regulations, sanctions programs, and financial crime trends

Training Development & Delivery:

- Design and develop training curriculum, materials, and content tailored to operational roles and compliance requirements
- Deliver training programs to team members with varying experience levels using engaging and effective instructional methods
- Create and maintain training documentation, job aids, and reference materials aligned with standard procedures
- Conduct knowledge assessments and training effectiveness evaluations to measure learning outcomes
- Provide coaching and mentoring to support individual development and skill enhancement
- Facilitate knowledge-sharing sessions and best practice workshops across operational teams
- Support onboarding and new team member orientation programs
- Track training completion, attendance, and employee progress through required systems
- Identify emerging training needs based on operational feedback, quality audits, and compliance updates

Competencies Required:

Education:

- Bachelor's degree in business, finance, audit, education, or related field

- AML certifications (CAMS/ICA) or training certifications (APTD/IPMA) are a plus

Experience:

- 3-5 years of experience in audit, quality assurance, compliance monitoring, training development, or related operational roles

- Exposure to Insurance Sector will be preferred

Technical Skills:

- Strong investigative and critical thinking abilities to assess compliance and operational effectiveness

- Ability to identify gaps and discrepancies in processes and documentation

- Proficiency with data analysis tools, audit software, learning management systems (LMS), and MS Office applications

- Ability to write clear, comprehensive audit reports and communicate findings effectively

Behavioral Competencies:

- Excellent verbal and written communication skills with strong interpersonal abilities
- Self-motivated, organized, and detail-oriented with strong planning and relationship-building capabilities
- Analytical thinker with strong problem-solving, conceptual, and instructional design skills
- Ability to work independently and collaboratively in a compliance-driven, learning-focused environment with demonstrated objectivity and professional judgment
- Ability to adapt communication and training content for different audiences and learning styles
- Demonstrated patience, empathy, and commitment to supporting employee development
- Experience in cross-functional collaboration and client-facing environments
- Ability to work under pressure, manage competing priorities effectively, and demonstrate sound judgment
- Excellent relationship building skills and commitment to inclusive team environments

Additional Criteria/Information:

- Must be work from home enabled with stable internet connection (at least 25 mbps)
- Flexibility to attend office as required for training delivery, quality calibration, and critical operational needs

Job Category:
Call Centre

Posting End Date:
16/10/2026