People Services Specialist

3 weeks ago

Sarnia, Canada Sun Life Full time

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 an excellent customer service experience for internal customers (employees and managers) and external customers, with a resolution-based mindset
- Going above and beyond to provide first level inquiry support for HR customers 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, Employee Relations Inquiry Management & Coaching, in an effective and efficient manner through different service intake channels (i.e., case management, telephony), and triage, escalate, or redirect as necessary
- 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)

**Case Management**
- 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
- 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 within Sun Life (e.g., harassment)
- 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
- Multi-tasking & Time Management
- Problem Solving / Conflict Resolution
- Excellent Relationship / Stakeholder Management
- Operational Excellence Mindset
- HR 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

**Assets**
- HR Shared Service 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
- An environment of continuous learning, development, and improvement
- Flexible Benefits from the day you join to meet the needs of you and your family
- We’re honoured to be recognized as a 2023 Best Workplaces in Ontario by Great Place to Work® Canada
- LI-NB1

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.

**Salary Range**:
47,000/47 000 - 77,000/77 000

**Job Category**:
Human Resources

**Posting End Date**:
18/11/2023

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