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.
At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.
When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.
Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description
Maternity Leave Contract ***
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, Advantages 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, elevate 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 workplace
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
The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. 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
[email protected].
We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you.
We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
Salary Range
58,000/58 000 - 93,000/93 000
Job Category
Human Resources
Posting End Date
04/10/2026
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📌 Senior People Operations Specialist (Ontario)
🏢 Sun Life
📍 Ontario