Bilingual People Services 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.

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

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.

• 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.

• 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.

• 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.

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

• 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.

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

• 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.

• Communication
• Attention to Detail
• Problem-Solving
• Customer Service Orientation
• Time Management
• Technical Proficiency
• Knowledge of HR Laws & Regulations
• Ability to work in a team
• Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide.

• 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

• We’re proud to be recognized as a company with a 2025 Most Trusted Executive team by Great Place to Work® Canada
• Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
• A collaborative and interactive team environment
• Charitable giving through our You Give, We Give program lets you give back to your community – and in many cases, we’ll match your contributions.
• Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.

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…