Employee Experience Coordinator

1 week ago

Kitchener, Ontario, Canada Sun Life Full time

Job Summary

The People Services Specialist is a key role within Sun Life, responsible for providing exceptional support to employees across various regions. This position requires a strong understanding of HR policies, procedures, and systems, as well as excellent communication and problem-solving skills.

Key Responsibilities

  • Provide front-line coaching and support to employees on HR-related inquiries, ensuring timely and effective resolution.
  • Manage the end-to-end customer experience for inquiry management services, ensuring high-quality service delivery.
  • Monitor and manage intake volumes, ensuring all cases are properly assigned and responded to in a timely manner.
  • Provide an excellent customer service experience for internal and external customers, with a resolution-based mindset.
  • Respond to incoming inquiries related to employee records, HR systems, payroll, benefits, and HR policies, in an effective and efficient manner.
  • 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.
  • Log and track inquiries in the case management tool, ensuring closed-loop process to manage, escalate, and resolve cases.
  • Meet defined SLAs and KPIs, and escalate cases per appropriate procedures.
  • Interpret policies and procedures, and provide assistance for escalation of sensitive issues within Sun Life.
  • 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.
  • Multi-tasking and time management.
  • Problem-solving and conflict resolution.
  • Excellent relationship and stakeholder management.
  • Operational excellence mindset.
  • HR experience.

Assets

  • HR shared service experience.
  • Experience in a service or 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.

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