Global Capability Centres at large financial firms are being asked to do more than deliver services. They are expected to influence how the business evolves. Sun Life Global Solutions reflects this shift through a deliberate change in purpose that now links its work directly to enterprise outcomes rather than narrow delivery targets.
The centre today spans technology operations actuarial services finance and digital experience. This broader scope came with a clear rethink from leadership. “We realised that we gotta have a more deliberate strategy towards our value and solutions,” said Tarun Sareen managing director at Sun Life Global Solutions. The focus moved from execution alone to defining how the centre adds long term value to the organisation.
The change was framed as a strategic reset rather than a branding exercise. Over the past several years the leadership team shaped a new mandate and validated it with the company’s top management. “We started the name change to Sun Life Global Solutions, and we had a strategy that we put together that we reviewed with the CEO and the executive team of Sun Life,” Sareen said. The outcome was a new set of success measures aligned with business results. “We held ourselves accountable to be the digital hub, to be a hub of innovation, to be a tech powerhouse,” he added.
Artificial intelligence is being embedded through practical everyday use rather than headline initiatives. The aim is to remove manual effort and speed up access to knowledge. “AI actually helps us with a lot of work that a human would consider to be toil or drudgery,” Sareen said. Internally teams use knowledge bots assisted coding and faster search tools. Externally advisors gain near instant access to information that earlier took hours. Sareen stressed that the work is ongoing. “I cannot sit here and tell you and share with you that we’re done. We are probably just getting started”.
Strong governance underpins every new capability. In an industry where trust is critical Sun Life prioritises controls and culture together. “We have a speak up culture that we keep on advancing. So if you see something, say something and do something kind of a culture,” Sareen said. He believes careful progress is often the right choice. “You’re better off being slow and doing the right thing so trust never erodes as well.”
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