Senior People Operations Specialist

Job Description

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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
• 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

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential
• Flexible Benefits from the day you join to meet the needs of you and your family
• We’re committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential
• We’re honoured to be recognized as a 2025 Best Workplaces in Ontario by Great Place to Work® Canada
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

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