Sun Life
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. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description:
Reporting to the AVP People Operations, the Director, People Operations provides oversight and leadership for the entire inquiry management and operational services functions. The Director is primarily responsible for supporting and enabling the team to provide superior customer service, efficient operations, and enhanced service delivery to achieve the strategic vision set out by People Operations leadership.
What will you do?
Manage Employee Experience Services and People Operations Services
- Develop the inquiry management strategy and mandate in conjunction with the AVP, People Operations and set strategic priorities & goals that align with the broader HR strategic vision
- Lead the implementation of initiatives and programs that will drive the team towards achieving its strategic goals
- Define appropriate performance measures and metrics to track the function’s performance
- Lead and oversee the performance of functional area, ensuring that all KPIs and SLAs are being met and established work processes & quality standards are being followed
- Manage staffing and coverage to ensure appropriate staffing levels are continuously maintained
- Provide coaching and guidance to team leads and contribute to supporting the performance evaluation of the team
- Ensure reporting teams have the requisite training and tools to meet and exceed customer service expectations
- Act as the lead point of escalation for complex cases or issues raised through Managers or from senior business customers, as required
- Review and authorize escalated issues, exceptions, and anomalies
Continuous Improvement
- In conjunction with key stakeholders, operationalize continuous improvement and operational excellence activities based on People Operations and Global Talent governance and programs
- Enforce continuous improvement and operational excellence mindsets and activities across all levels of the function
- Actively work with key team members to discuss and track frequent issues, analyze trends and possible process improvements to increase first call resolution
- Lead the team to implement and execute initiatives related to enhancing customer service and streamlining workflows and processes per applicable scope of services and operational mandate
Liaise with Other Teams
- Work with the Workday Support and other stakeholder teams to ensure technology is optimised to best meet HR Ops and customer requirements
- Coordinate with HR Business Partners and Communities of Expertise to develop and maintain an understanding of key business initiatives that could potentially impact People Operations (e.g. rollout of new programs/policies)
Data and Analytics
- Monitor and review key performance metrics such as intake volume, average handle times, transactions processed etc. and proactively identify key areas of concern or opportunities to streamline operations
- Manage reporting of team’s service delivery results, including adherence to agreed KPI’s/ SLA’s
What you need to succeed?
- Operations Management
- Operational Excellence
- Business Acumen
- Customer Service
- Coaching and People Leadership
- Relationship / Stakeholder Management
- General HR Expertise
- Coaching and People Leadership
- Data Analytics
- HR Measures/Metrics Monitoring
- Risk Management
- Analytical Thinking
- HR/Compliance Management
- Minimum of 10+ years HR or Operations experience
What’s in it for you:
- Great Place to Work® Certified in Canada and the US – 2022
- Great Place to Work® list for Best Workplaces for #HybridWork – 2022
- Great Place to Work® list for Best Workplaces for Professional Development in Canada – 2022
- Great Place to Work® list for Best Workplaces in Canada – 2022
- Named “Best Places to Work” by Glassdoor – 2021
- Canada Award for Excellence for Mental Health at Work – 2021
- Flexible hybrid work model including in-country (Canada) work-from-home if you prefer.
- Pension, stock and savings programs to help build and enhance your future financial security
- Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
- A friendly, collaborative and inclusive culture
- Be part of our continuous improvement journey in developing the next greatest digital enterprise experience.
- Competitive salary and bonus structure influenced by market range data
- A common sense dress code, where you decide how you dress based on your day
- The opportunity to move along a variety of career paths with amazing networking potential
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]
At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.
We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.
Salary Range:
105,000/105 000 – 165,900/165 900
Job Category:
Human Resources
Posting End Date:
26/02/2023