Since COVID restrictions began in earnest last March 2020, Sun Life Asia Service Centre-Philippines (ASCP) has taken significant steps to make sure that they can serve their clients’ needs in a non-face-to-face manner. Labeled as a Non-Face-to-Face Virtual Sales Experience, these operations include insurance, IT and investment research, business processing and support solutions, and infrastructure services. All of the aforementioned services are a part of Sun Life’s dedication to providing Client For Life moments for its customers.
ASCP’s shift to virtual services involved adopted agile practices, executed parallel activities, expedited change management approvals, and implemented new tools. This transition was finished within a 5-week planning phase and 6-week development phase (which was 5 weeks quicker than a typical agile delivery duration for this size, and 13 weeks quicker than waterfall). In addition, 2,503 accepted applications worth CAD 1.34M in premiums were processed within 5 weeks after launch. This amounts to around CAD 56K per instance.
Key to this launch was Ulyses ‘Uly’ Ty, who is Head of ASCP Application Services and is a part of the ASCP Leadership team. Ulyses Ty graduated with a degree in Psychology & Business Management from De La Salle University. Ty would go on to become a 3x CEO Award winner most recently for launching the Non-Face-to-Face Virtual Sales Experience in 6 weeks’ time for 5 markets at the height of the 2020 pandemic. He has also developed the Asia API Platform, Robotics Automation COE, and DevSecOps capability (quickening time to market and delivering over $10 million savings since 2016). Currently, Ty has been invaluable in delivering Sunlife’s digital ecosystem in Asia with over 30 digital assets launched such as multiple mobile apps, digital insurance partnerships, and Chatbots.
