Senior People Operations Lead: HR Service & Support

Sun Life Financial; Toronto; Hybrid; CAD 65,000 - 98,000; Full time

Benefits offered by this job

Flexible benefits

Hybrid work arrangement

Inclusive environment

Career growth opportunities

Recognition as Best Workplace

Job summary

Sun Life Financial is seeking a Senior People Operations Specialist to provide first-line escalation and transactional support for HR operations across Canada, the US, Ireland, and Bermuda. You will work with Workday and ADP GlobalView to process Workforce, Benefits, Payroll, and Leave Management tasks, while coaching managers on self-service HR tools.

You will ensure adherence to SLAs, drive continuous process improvements, and collaborate with leadership to optimize inquiry management and

Qualifications

• Excellent customer service skills
• Clear written and verbal communication
• HR experience
• Attention to detail
• Strong business acumen and stakeholder management

Responsibilities

• Provide first level escalation for complex inquiries and operational support for Workforce, Benefits, Payroll, Compensation, and Leave Management operations
• Deliver excellent service to internal and external customers with a resolution mindset
• Process transactions in Workday and ADP GlobalView and ensure SLA/KPI adherence
• Coach users on self-service HR portal navigation and escalate complex issues as needed
• Maintain case logs, track progress, and ensure closed-loop resolution
• Document policies and procedures for escalation and continuous improvement

Skills

Customer service

Communication

HR experience

Attention to detail

Business acumen

Problem solving

Analytical thinking

Stakeholder management

Time management

Multi-tasking

Education

Post-secondary education focused on HR

Tools

Workday

ADP GlobalView

Job description

Sun Life Financial is seeking a Senior People Operations Specialist to provide first-line escalation and transactional support for HR operations across Canada, the US, Ireland, and Bermuda. You will work with Workday and ADP GlobalView to process Workforce, Benefits, Payroll, and Leave Management tasks, while coaching managers on self-service HR tools.

You will ensure adherence to SLAs, drive continuous process improvements, and collaborate with leadership to optimize inquiry management and