Job Description

You are as unique as your background, experience and point of view. Here, you\xe2\x80\x99ll 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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LOCATION: Toronto & Waterloo

The Senior People Operations Specialist is primarily responsible for the day-to-day activities related to providing the first level of escalation for complex inquiries, and functionally focused operational and transactional processing support for functions such as Workforce Operations, Benefits Operations, Payroll Operations, Compensation Operations, and Leave Management Operations for employees and Managers in Canada, US, Ireland, and Bermuda. This role has knowledge of HR policy administration, HR information systems (Workday and ADP GlobalView), and bidirectional system integrations across Payroll, Pension and Benefits functions.

What will you do?

Employee Transaction Processing / Operations

Going above and beyond to process and monitor intake volumes, ensuring all cases and transactions are properly assigned and responded to (and resolved) in an efficient and effective manner

Provide an excellent customer service experience for internal customers (employees and managers) and external customers, with a resolution-based mindset

Execute Workforce Operations, Benefits Operations, Payroll Operations, Compensation Operations, Leave Management Operations transactions in Workday and ADP GlobalView

Ensure in-depth understanding and familiarity with regional and business unit specific nuances of service delivery

Coach employees and managers on self-service transactions and HR Operations portal navigation (Tier 0)

Escalate complex inquiries and transactions to appropriate tiers / teams

Provide functional support for escalated inquiries

Case Management

Log, track and resolve inquiries in Case Management tool (Workday)

Ensure closed-loop process to manage, escalate and resolve cases

Provide and maintain procedures and processes for case escalation

Meet defined SLAs and KPIs

Escalate cases per appropriate procedures

Policy / Procedure Interpretation

Interpret policies and procedures and provide assistance for escalation of sensitive issues and/or policy exceptions within Sun Life

Ensure documentation of policies and procedures are available/ accessible

Continuous Improvement

Partner with management and leadership to update, simplify, and enhance Inquiry Management processes, procedures, and technologies

What do you need to succeed?

Excellent Customer Service Skills, great Communication Skills (written and verbal)

HR Experience

Attention to Detail and Analytical Thinking, ability to multitask

Business Acumen

Problem Solving/Conflict Resolution

Excellent Relationship/Stakeholder Management

Operational Excellence Mindset

Assets:

HR Shared Services Experience

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

Working knowledge of Workday and ADP GlobalView

What\'s in it for you?

The opportunity to move along a variety of career paths with amazing networking potential

Time off giving you the flexibility to focus on the moments that matter. 15 days\' vacation per year

Flexible Benefits from the day you join to meet the needs of you and your family

As a hybrid organization, you and your leader use business and Client needs to choose where you work, at home or in the office #LI-HYBRID

We\xe2\x80\x99re honoured to be recognized as a 2023 Best Workplaces in Ontario by Great Place to Work\xc2\xae Canada

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 .

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: 53,800/53 800 - 87,400/87 400

Job Category: Human Resources

Posting End Date: 11/11/2023

Sun Life Financial