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Kitchener

    FUTURE OPPORTUNITY - Waterloo, Canada - Sun Life

    Sun Life
    Sun Life Waterloo, Canada

    5 days ago

    Default job background
    Temps plein
    Description

    Description

    de poste:

    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

    • 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

    • Quand un nouveau poste correspondant à votre expérience sera offert, l'échelle de salaire de base sera affichée et correspondra au poste pour lequel la Financière Sun Life étudiera votre candidature.

    En plus du salaire de base, les employés admissibles de la Financière Sun Life participent à différents programmes de rémunération incitative, dont le montant octroyé est discrétionnaire et dépend du rendement de l'employé et de la compagnie. Certains postes de vente participent à des programmes de rémunération incitative basés sur les résultats de vente individuels ou de groupe.

    Depuis toujours, la diversité et l'intégration sont au cœur des valeurs de la Financière Sun Life. Nous croyons qu'un effectif diversifié ayant des points de vue variés et des idées créatives est avantageux pour nos clients, pour les collectivités où nous exerçons nos activités, ainsi que pour nous tous, en tant que collègues. Nous accueillons avec enthousiasme les candidatures de personnes compétentes provenant de tous les horizons.

    Les personnes handicapées ayant besoin de mesures d'adaptation pour présenter leur candidature et celles qui doivent consulter les offres d'emploi sur un support de substitution peuvent envoyer leur demande par courriel à l'adresse ''.

    À la Sun Life, nous voulons créer un environnement de travail flexible où nos employés sont outillés pour donner le meilleur d'eux-mêmes. Nous offrons plusieurs options de travail flexibles selon les exigences du poste et les besoins individuels. N'hésitez pas à en discuter pendant le processus de sélection.

    Nous remercions tous les candidats de l'intérêt manifesté pour ce poste. Nous ne communiquerons qu'avec les personnes qui auront été retenues pour passer une entrevue.

    Catégorie d'emploi :

    Ressources humaines

    Fin de l'affichage :

    30/12/2024
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