Senior People Operations Specialist

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.

At Sun Life, we're driven by our

Purpose:

helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Discover how you can make a difference in the lives of individuals, families and communities around the world.

• Maternity Leave Contract ***

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 Global View), and bidirectional system integrations across Payroll, Pension and Benefits functions.

• 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 Global View
• 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

• Log, track and resolve inquiries in Case Management tool (Workday)
• Ensure closed-loop process to manage, elevate and resolve cases
• Provide and maintain procedures and processes for case escalation
• Meet defined SLAs and KPIs
• Escalate cases per appropriate procedures

• 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

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

• Excellent Customer Service Skills
• Great Communication Skills (written and verbal)
• HR Experience
• Attention to Detail
• Business Acumen
• Problem Solving / Conflict Resolution
• Analytical Thinking
• Excellent Relationship / Stakeholder Management
• Operational Excellence Mindset
• Multi-tasking & Time Management

• HR Shared Services Experience
• Experience in a Service / Call Centre or production environment
• Experience with Payroll Administration
• Experience and/or post-secondary…