Bilingual People Services Specialist

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 Specialist, HR Contact Centre, is responsible for delivering excellent HR service to employees by handling a wide range of HR inquiries and issues within the HR Shared Services team. As the first point of contact for HR-related questions, this role provides timely and accurate information to employees regarding HR policies, benefits, payroll, and more. The ideal candidate is a service-oriented professional with strong communication skills and a commitment to enhancing the employee experience.

What will you do?

Employee Inquiry Support:

• 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.

Case Management:

• 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.

Knowledge Sharing and Guidance:

• 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.

Continuous Service Improvement:

• Identify recurring issues and areas for process improvement within the HR Contact Centre. Share suggestions and participate in initiatives aimed at enhancing service delivery.

Collaboration and Coordination:

• Work closely with other HR teams, Payroll, Benefits, and IT to resolve complex or multi-functional issues. Facilitate a smooth flow of information and ensure efficient resolution of employee requests.

System and Data Accuracy:

• Ensure employee data is managed accurately in HR systems, and uphold data privacy and confidentiality standards in line with company policies and compliance requirements.

Policy and Compliance Adherence:

• Adhere to all company HR policies and procedures, ensuring that responses are aligned with legal and regulatory requirements. Stay informed of any updates to policies and communicate changes effectively to employees.
   

What do you need to succeed?

• Communication

• Attention to Detail

• Problem-Solving

• Customer Service Orientation

• Time Management

• Technical Proficiency

• Knowledge of HR Laws & Regulations

• Ability to work in a team

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

Assets

• 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

What’s in it for you?

• We’re proud to be recognized as a company with a 2025 Most Trusted Executive team by Great Place to  Work® Canada

• 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.

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].

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! Several work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We may use artificial intelligence to support candidate sourcing, screening, interview scheduling.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Salary Range:

Job Category:

Posting End Date: