Senior People Operations Specialist

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

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. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Senior People Operations Specialist is primarily responsible for the day-to-day activities related to providing the first level of escalation for complex inquiries, and functionally focused operational and transactional processing support for functions such as Workforce Operations, Benefits Operations, Payroll Operations, Compensation Operations, and Leave Management Operations for employees and Managers in Canada, US, Ireland, and Bermuda.

This role has knowledge of HR policy administration, HR information systems (Workday and ADP GlobalView), and bidirectional system integrations across Payroll, Pension and Benefits functions.

What will you do?

• Going above and beyond to process and monitor intake volumes, ensuring all cases and transactions are properly assigned and responded to (and resolved) in an efficient and effective manner
• Provide an excellent customer service experience for internal customers (employees and managers) and external customers, with a resolution-based mindset
• Execute Workforce Operations, Benefits Operations, Payroll Operations, Compensation Operations, Leave Management Operations transactions in Workday and ADP GlobalView
• 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)
• Escalate complex inquiries and transactions to appropriate tiers / teams
• Provide functional support for escalated inquiries
• Case Management Log, track and resolve inquiries in Case Management tool (Workday)
• Ensure closed-loop process to manage, escape 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 and / or policy exceptions within Sun Life
• 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
• Business Acumen
• Problem Solving / Conflict Resolution
• Analytical Thinking
• Excellent Relationship / Stakeholder Management
• Operational Excellence Mindset
• Multi-tasking & Time Management

Assets

• HR Shared Services 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

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential
• Flexible Benefits from the day you join to meet the needs of you and your family
• We're committed to creating an inclusive and respectful environment.
• Our goal is to make sure all our employees have the chance to live up to their full potential
• We're honoured to be recognized as a 2025 Best Workplaces in Ontario by Great Place to Work Canada
• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health
• LI-NB1 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.

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 [e-mail]. We are proud to be a hybrid organization that offers our employees the choice and flexibility to work from both the office and virtually based on the needs of the business, our Clients and you. We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

Salary Range: 65,000/65 000 - 98,000/98 000

Job Category: Human Resources

Posting End Date: 15/10/2026

Shine together At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities.