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.

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The Specialist, HR Contact Centre, is responsible for delivering excellent HR service to employees by handling a wide range of HR inquiries and issues within the HR Shared Services team. As the first point of contact for HR-related questions, this role provides timely and accurate information to employees regarding HR policies, benefits, payroll, and more. The ideal candidate is a service-oriented professional with strong communication skills and a commitment to enhancing the employee experience.

What will you do?

Employee Inquiry Support:

Serve as the primary contact for employee HR inquiries, answering questions related to policies, benefits, payroll, leaves, and other HR services. Resolve inquiries accurately and efficiently to ensure a positive employee experience.

Case Management:

Use case management tools to log, track, and resolve cases in a timely manner. Ensure documentation is clear and comprehensive, and escalate complex issues to senior team members or management when necessary.

Knowledge Sharing and Guidance:

Maintain a thorough understanding of HR policies and processes, sharing insights with employees and providing guidance to ensure they understand and access the resources available to them.

Continuous Service Improvement:

Identify recurring issues and areas for process improvement within the HR Contact Centre. Share suggestions and participate in initiatives aimed at enhancing service delivery.

Collaboration and Coordination:

Work closely with other HR teams, Payroll, Benefits, and IT to resolve complex or multi-functional issues. Facilitate a smooth flow of information and ensure efficient resolution of employee requests.

System and Data Accuracy:

Ensure employee data is managed accurately in HR systems, and uphold data privacy and confidentiality standards in line with company policies and compliance requirements.

Policy and Compliance Adherence:

Adhere to all company HR policies and procedures, ensuring that responses are aligned with legal and regulatory requirements. Stay informed of any updates to policies and communicate changes effectively to employees.

What do you need to succeed?

Communication Attention to Detail Problem-Solving Customer Service Orientation Time Management Technical Proficiency Knowledge of HR Laws & Regulations Ability to work in a team As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required

for Quebec only

for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Assets

Experience in a Service / Call Centre or production environment Experience with Payroll Administration Experience and/or post-secondary education with a focus on Human Resources

What's in it for you?

The opportunity to move along a variety of career paths with amazing networking potential Flexible Benefits from the day you join to meet the needs of you and your family We're committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential We're honoured to be recognized as a 2024 Best Workplaces in Ontario by Great Place to Work Canada We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health
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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.


We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you! Several 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:

49,000/49 000 - 80,200/80 200

Job Category:

Human Resources

Posting End Date:

05/09/2025