Sun Life Looking for Manager, People Services at Waterloo, ON Full Time

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:

The Manager, People Services provides overall leadership and coaching to a team of Specialists and Senior Specialists, ensuring high quality employee experiences, excellence in customer service and performance standards. This role manages a team that provides front-line coaching and support to employees in Canada, U.S, Ireland, and Bermuda on baseline (Tier 1) transactions and inquiries regarding HR policies, HR Information systems and HR business processes related to the employee life cycle.

What will you do?

Manage People Services Team

• Handle day-to-day people management responsibilities including regular project status updates, managing day-to-day performance, providing career development opportunities and ongoing coaching of team members.

• Continuously solicit and monitor feedback from HR Customers to understand customer satisfaction levels.

• Lead and oversee the performance of People Services, ensuring that all KPIs and SLAs are being met and that established work processes & quality standards are being followed.

• Ensure the People Services team has the training and tools to meet and exceed customer service expectations.

• Manage staffing and coverage for the People Services Team in coordination with the Director People Operational Services.

• Support implementation of strategic initiatives in collaboration with the Director People Operational Services.

• Lead development and implementation of relevant artifacts and procedural documentation for People Services in partnership with the People Operational Excellence Team.

Oversee Inquiry Management

• Guide and coach team members to effectively and efficiently handle inquiries to ensure high levels of customer satisfaction and serve as an escalation point.

• Review and process escalated issues, exceptions and anomalies, and lead coordination with HR Business Partners and Centres of Expertise on complex HR queries / issues, where necessary – as per the refined HR Operations interaction model.

• Monitor intake volume, ensuring all cases are properly assigned and responded to (and resolved) in a timely manner.

• Monitor usage of case management tool and ensure that all incoming inquiries and requests are appropriate triaged through the tool.

Continuous Improvement

• Work closely with the People Operational Excellence teams to review performance data to predict possible trends, risks, and operational improvement opportunities.

• Advocate for and participate in continuous improvement initiatives.

• Lead the People Services team to implement and execute initiatives related to enhancing customer service and streamlining workflows and processes, as per applicable mandate and service scope

Data and Analytics

• Monitor and analyze 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.

What do you need to succeed?

• General HR Expertise

• Customer Service / Centricity

• Operations Management / Call Center Expertise

• Effective Communication

• Coaching and People Leadership

• Problem Solving / Conflict Resolution

• Relationship / Stakeholder Management

• HR Compliance Management

• Operational Excellence

• Multi-tasking & Time Management

• Business Knowledge & Expertise

• HR Measures/Metrics Monitoring

• Analytical Thinking

• Advanced level of English and French required for Quebec applicants – management of English-speaking employees outside Quebec

Assets

• Experience leading a Service / Call Centre or Production environment.

• Experience and/or post-secondary education with a focus on Human Resources

• Strong working knowledge of Human Resources policies and procedures

What’s in it for you?

• Being a member of the Sun Life family, a group of people united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives

• A friendly, collaborative and inclusive culture

• We’re honoured to be recognized as a 2022 Best Workplaces in Canada by Great Place to Work® Canada

• Flexible Benefits from the day you join to meet the needs of you and your family

• Pension, stock and savings programs to help build and enhance your future financial security

• Wellness programs that support the three pillars of your health – mental, physical and financial

#LI-Hybrid

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:

74,100/74 100 – 120,800/120 800

Job Category:

Human Resources

Posting End Date:

20/04/2023