Michel Vulgarides

Head of Business Excellence, Asia
Sun Life Financial
Michel joined Sun Life Financial (SLF) in Canada in 2012, in charge of a team responsible for process efficiencies and client satisfaction, working towards strengthening enterprise performance. He transferred to SLF Asia in Hong Kong in 2015 as Head of Business Excellence, where he leads the Brighter Way Continuous Improvement program and the Project Management Office for the region. He has over 20 years of experience in the insurance industry, of which 3 years spent with AXA in France. Michel holds a bachelor’s degree in commerce from McGill University, an MBA from HEC Montréal and is Lean Six Sigma Black Belt trained.

3:50 PM Achieving Process Excellence Without Compromising on Customer Experience and Service Efficiency

  • Benchmarking current practices and managing the trade-off between cost and quality
  • Standardisation versus customisation: To what extent should we standardise or adapt processes to different customer needs?
  • Formulating an effective process excellence framework that delivers on service and customer experience
  • Responding to changing business dynamics and selecting the right tools and technology for implementation