Job Description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world. : Role Summary: The Sun Life Financial Canada Customer Care Centre (CCC) is a multi-site, multi-disciplined team committed to providing the very best service experience to customers, plan members, sponsors, and advisors through strong partnership with the Canadian Business Units. This role involves conducting business analysis as a member of the Business Projects and Solutions team, working on projects and other process improvement initiatives supporting the Canadian Customer Care Centre. Main Accountabilities:

• Gather, analyze, and clearly document business requirements, by liaising with business partners to understand business objectives and needs
• Assist in the development of business cases and cost benefit analysis, to support business and system improvement initiatives
• Conduct impact assessments and current/future state gap analysis
• Contribute to the development of project plans, by providing input to project charters, deliverables, and estimates
• Create/review/execute test plans and test cases, to ensure all implemented changes meet the business needs
• Collaborate with business, training, and knowledge partners to design and implement new/refined processes
• Perform problem analysis, to determine root cause of business and system issues, as well as options to achieve resolution
• Take accountability for assigned deliverables, which includes managing to the target timelines
• Support a work environment that promotes customer service, quality, continuous improvement, knowledge sharing, and teamwork

Competencies:

• Team-oriented mindset
• Knowledge of products, systems, and processes used in the CCC
• Demonstrated analytical and problem solving skills
• Strong communication skills, both written and verbal
• Attention to detail
• Facilitation skills
• Ability to build effective working relationships across both business and technical teams
• Strong planning and organizational skills, with the ability to multi-task
• Flexibility and the ability to quickly adapt to changing priorities
• Solid working knowledge of Word, Excel, PowerPoint

Assets:

• Working knowledge of Visio
• CBAP (Certified Business Analysis Professional) designation

Qualifications:

• Post secondary education or equivalent work experience

Note: May be required to support some evening/weekend implementations The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results. Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds. Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com. At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs. We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted. Salary Range: 48,100/48 100 - 78,600/78 600 Job Category: Business Analysis - Process Posting End Date: 25/08/2022