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 People Services Specialist is primarily responsible for providing front-line coaching and support to employees in Canada, US, Ireland, and Bermuda on baseline (Tier 1) inquiries regarding HR policies, HR Information systems and business processes related to the employee life cycle. The People Services Specialist manages the end-to-end customer experience for inquiry management services.
What will you do?
Inquiry Management & Customer Service
Monitor and manage intake volumes, ensuring all cases are properly assigned and responded to (and resolved) in a timely manner.
Provide first level inquiry support for HR customers (below SVP) with questions concerning HR policies and programs, leveraging business unit and regional specific knowledge/expertise when resolving inquiries.
Respond to incoming inquiries related to Employee Record Inquiries, HR Systems Inquiries, Payroll Inquiries, Benefits Inquiries, HR Policies & Program Inquiries, Leave Management Inquiries, ER Inquiry Management & Coaching, in a quick and efficient manner through different platforms (i.e., chat, telephony), and triage, escalate, or redirect as necessary.
Ensure in-depth understanding and familiarity with regional and BU-specific nuances of service delivery.
Coach employees and managers on self-service transactions and HR Operations portal navigation
Log and track inquiries in Case Management tool
Ensure closed-loop process to manage, escalate and resolve cases.
Provide and maintain procedures and processes for case escalation.
Adhere to defined SLAs and performance agreements.
Escalate cases per appropriate procedures.
Policy / Procedure Interpretation
Interpret policies and procedures and provide assistance for escalation of sensitive issues within Sun Life (e.g., harassment)
Ensure documentation of policies and procedures are available/ accessible.
Suggest methods to update, simplify, and enhance Inquiry Management processes, procedures, and technologies.
What do you need to succeed?
General HR Expertise
Customer Service / Centricity
Effective Communication (written and verbal)
Attention to Detail
Multi-tasking & Time Management
Problem Solving / Conflict Resolution
Relationship / Stakeholder Management
HR Shared Service Experience
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.
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?
Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
A friendly, collaborative and inclusive culture
We’re honoured to be recognized as a 2022 Best Workplaces in Canada by Great Place to Work® Canada
Flexible Benefits from the day you join to meet the needs of you and your family
Pension, stock and savings programs to help build and enhance your future financial security
Wellness programs that support the three pillars of your health – mental, physical and financial
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 [email protected].
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.
40,500/40 500 - 66,000/66 000
Posting End Date: