Martin McDonald
Assistant Vice President, Platform Owner of Contact Center and Shared Capabilities @Sun Life
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WORK HISTORY
Assistant Vice President, Platform Owner of Contact Center and Shared Capabilities @Sun Life
Toronto, ON, CA
Experienced Platform Owner specializing in Call Center and insurance technology. Dedicated to delivering exceptional service experiences for clients and advisors through innovative phone and chat channels. Skilled in agile methodologies, strategic planning, and cross-functional collaboration.Lead multiple squads to deliver target business capabilities in partnership with Digital Business Technology Services (DBTS)Execute and refine business platform vision to achieve world-class advisor and agent experiencesDevelop and maintain multi-year roadmaps aligning business and technology capabilitiesDrive continuous improvement through clearly defined metrics and OKRsProvide leadership, motivation, and coaching to business platform teamsCollaborate with Advisors, Client Experience Office (CXO), and other Sun Life business unitsSkillsCall Center TechnologyInsurance Industry ExpertiseAgile MethodologiesStrategic PlanningCross-functional CollaborationLeadership and Team ManagementBusiness Process ImprovementTechnology Platform ManagementStakeholder ManagementFinancial Services TechnologyAchievementsSuccessfully implemented and continue to innovate with Call Centre technology solutionsConsistently meet and exceeded platform OKRsDeveloped and execute multi-year roadmaps with the goal of improved client and advisor satisfactionLeed cross-functional teams to deliver complex technology projects on time and within budget
EDUCATION
Durham College
Accounting
SKILLS
ABOUT MARTIN MCDONALD
Senior technology and operations leader with 20+ years of experience driving large‑scale transformation across contact centers, platform modernization, and enterprise delivery within financial services, insurance, telecommunications, and BPO environments. Currently serving as Assistant Vice President and Platform Owner at Sun Life, leading multi‑squad teams to deliver cloud‑based contact center capabilities and shared platforms that improve advisor, agent, and client experiences. Proven ability to define platform vision, execute multi‑year roadmaps, and consistently exceed OKRs through strong governance, agile delivery, and cross‑functional collaboration.Recognized for leading complex, high‑value programs end‑to‑end—from strategy and funding through execution, change management, and operational adoption—while partnering closely with senior executives, technology leaders, and business stakeholders. Deep expertise in contact center technology, cloud migrations, PMO and portfolio leadership, vendor management, and financial oversight, with a track record of delivering measurable business outcomes including improved customer satisfaction, operational efficiency, and significant cost savings. Skills: Program and Project Management | Process Management | Operations Support | Workforce Management | Employee Engagement | Call Center Management | Communications | Team Building | Account and Vendor Management | Business Continuity Planning
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