Hybrid Bilingual People Services Specialist

at Sun Life

• Job title: Bilingual People Services Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$49,000 - CA$77,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Waterloo, Canada

About the role

• HR Contact Centre Specialist handling employee inquiries related to HR policies and benefits. Collaborating with HR teams to ensure a positive employee experience and deliver exceptional service.

Responsibilities

• Serve as the primary contact for employee HR inquiries, answering questions related to policies, benefits, payroll, leaves, and other HR services.
• Resolve inquiries accurately and efficiently to ensure a positive employee experience.
• Use case management tools to log, track, and resolve cases in a timely manner.
• Ensure documentation is clear and comprehensive, and escalate complex issues to senior team members or management when necessary.
• Maintain a thorough understanding of HR policies and processes, sharing insights with employees and providing guidance to ensure they understand and access the resources available to them.
• Identify recurring issues and areas for process improvement within the HR Contact Centre.
• Share suggestions and participate in initiatives aimed at enhancing service delivery.
• Work closely with other HR teams, Payroll, Benefits, and IT to resolve complex or multi-functional issues.
• Ensure employee data is managed accurately in HR systems, and uphold data privacy and confidentiality standards in line with company policies and compliance requirements.
• Adhere to all company HR policies and procedures, ensuring that responses are aligned with legal and regulatory requirements.

Requirements

• Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide.
• 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

Benefits

• Access to short-term assignments or ‘Gigs’ across the organization, to help you develop new skills and connections.
• A collaborative and interactive team environment
• Charitable giving through our You Give, We Give program lets you give back to your community – and in many cases, we’ll match your contributions.
• Care Days available for self-care or care of others (i.e., family or others you may support) and Sick Days to support your well-being.