Mirror Operations shifted us from lift-and-shift to transform-and-shift: Rajat Vibhas, Sun Life Global Solutions India

From pioneering “Mirror Operations” to piloting AI-powered underwriting and claims tools, Sun Life Global Solutions’ India operations are steadily evolving into a strategic transformation hub. Rajat Vibhas, Head of Operations, shares how his 1,600-member team in India is not only supporting global clients but also reshaping operational models to deliver resilience, speed, and innovation. With a strong focus on DigiOps, low-code/no-code adoption, and embedding transformation into everyday roles, Vibhas emphasises that the future of GCCs lies in becoming fully integrated global centres, where location no longer defines capability.

Could you provide a brief overview of your current role as the Head of Operations and your key priorities?

I’ve been with Sun Life for the past seven years and have been leading India operations for the last five. Sun Life is a 160-year-old, Canada-headquartered company. In India, we are a 100% owned global capability centre ...