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Senior People Operations Specialist
2 months ago
Job Summary:
The Senior People Operations Specialist is a critical role within Sun Life, responsible for providing exceptional support to employees and managers across various regions. This position requires a high level of expertise in HR policy administration, HR information systems, and bidirectional system integrations.
Key Responsibilities:
- Process and monitor intake volumes, ensuring all cases and transactions are properly assigned and responded to in an efficient and effective manner.
- Provide an excellent customer service experience for internal and external customers, with a resolution-based mindset.
- Execute Workforce Operations, Benefits Operations, Talent Acquisition Operations, Payroll Operations, Compensation Operations, and 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.
- Evaluate and escalate complex inquiries and transactions to appropriate tiers or teams.
- Provide functional support for escalated inquiries.
Case Management:
- Log, track, and resolve inquiries in the Case Management tool (Workday).
- Ensure closed-loop process to manage, escalate, and resolve cases.
- Develop and maintain procedures and processes for case escalation.
- Meet defined SLAs and KPIs.
- Evaluate and 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 and accessible.
Continuous Improvement:
- Partner with management and leadership to update, simplify, and enhance Inquiry Management processes, procedures, and technologies.
Requirements:
- 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.
