Sascha Cupryn
Waterloo
Summary
Seasoned executive with over 20 years of experience in operations management and leadership. Demonstrated success in enhancing operational efficiency, spearheading organizational change, and guiding diverse global teams. Proficient in Lean Six Sigma methodologies, prioritizing client satisfaction, and fostering employee engagement. Adept at implementing strategic initiatives and promoting cross-functional collaboration to drive business objectives.
Overview
29
29
years of professional experience
Work History
Assistant Vice-President, Client Care Center (CCC)
Sun Life Canada
05.2020 - Current
- Lead and inspire a diverse team of 400+ full-time employees across Canada and the Philippines, optimizing client and advisor interactions
- Consistently maintain exceptional client satisfaction rates exceeding 80%, fostering long-term loyalty and business growth
- Drove a significant 28% year-over-year reduction in Global Retirement Services (GRS) CCC errors, enhancing operational efficiency and profitability
- Secured, through our Service to Solutions program, over $200M in annual revenue through strategic client engagement
- Achieved industry-leading employee engagement scores (90+), resulting in reduced negative attrition (24%) and an absence rate (7.6%) well below industry standards
- Championed global integration by ensuring equal representation of Canadian and Manila leaders in key projects, Stakeholder initiatives, and executive meetings
- Collaborated with Business Development and key stakeholders to modernize contact centre metrics, aligning them with current industry best practices and organizational goals
- Pioneered innovative solutions to enhance workforce flexibility and service quality, including the successful implementation of the first Advisor Survey, and Individual flex staffing and the Wealth Elite pilots
Director, Best Practice, Client Care Centre (CCC)
Sun Life Canada
10.2015 - 04.2020
- Managed impact of change from projects and initiatives on CCC
- Led Business Continuity Planning as a member of the Crisis Management Team
Delivery Lead, Lean Solutions & Analytics
Sun Life Canada
01.2013 - 10.2015
- Established Brighter Way Center of Excellence, driving Lean Six Sigma methodologies across portfolios
Director, Group Benefits Business Project & Solutions
Sun Life Canada
01.2011 - 01.2013
- Led large-scale projects aligned with Group Benefits business strategy
- Managed team of Project Managers, Business Consultants, and Business Analysts
Project Manager, Business Projects & Solutions
Sun Life Canada
01.2006 - 01.2011
- Delivered complex projects contributing to strategic objectives within Group Benefits
Manager, Provider Relations, Strategic Alliances, Group Benefits
Sun Life Canada
01.2002 - 01.2006
- Optimized external provider partnerships, improving service quality and meeting SLAs
Vice-President, Service Delivery & Operations
World Access Canada, Inc.
01.1996 - 01.2001
- Led operations for 24/7 Call Centre with 140 employees across multiple departments
Education
Experience Leadership, High Performance Leadershi
Sun Life Leadership Courses
LSS Green Belt designation -
University of Michigan
Project Management Professional
Project Management Institute
Honours Bachelor of Arts - Economics
Wilfrid Laurier University
Skills
- Effective Strategic Leadership
- Change Management
- Continuous Process Refinement
- Lean Six Sigma
- Project Management
- Client Experience Enhancement
Timeline
Assistant Vice-President, Client Care Center (CCC)
Sun Life Canada
05.2020 - Current
Director, Best Practice, Client Care Centre (CCC)
Sun Life Canada
10.2015 - 04.2020
Delivery Lead, Lean Solutions & Analytics
Sun Life Canada
01.2013 - 10.2015
Director, Group Benefits Business Project & Solutions
Sun Life Canada
01.2011 - 01.2013
Project Manager, Business Projects & Solutions
Sun Life Canada
01.2006 - 01.2011
Manager, Provider Relations, Strategic Alliances, Group Benefits
Sun Life Canada
01.2002 - 01.2006
Vice-President, Service Delivery & Operations
World Access Canada, Inc.
01.1996 - 01.2001
Experience Leadership, High Performance Leadershi
Sun Life Leadership Courses
LSS Green Belt designation -
University of Michigan
Project Management Professional
Project Management Institute
Honours Bachelor of Arts - Economics
Wilfrid Laurier University
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