Job Description
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, Talent Acquisition 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, Talent Acquisition 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
Business Acumen
Problem Solving / Conflict Resolution
Analytical Thinking
Excellent Relationship / Stakeholder Management
Operational Excellence Mindset
Multi-tasking & Time Management
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
When a new position becomes available which matches your background and experience, the base pay range will be disclosed and correspond to the opportunity Sun Life will consider you for.
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.
Job Category : Human Resources
Human Resources
Posting End Date : 30 / 12 / 2024
30 / 12 / 2024
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