Senior People Operations Specialist

Sun Life

. Provide first-level escalation for complex HR inquiries .

Posted 10/5/2026full-timeToronto • CanadaSenior💰 CA$65,000 - CA$98,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in HR operations, including case management and transaction processing in Workday and ADP GlobalView, while providing exceptional customer service and support to employees and management. Strong analytical and problem-solving skills are essential for interpreting policies and enhancing operational processes.

Highest-signal resume keywords

HR ExperienceWorkday Case ManagementADP GlobalViewCustomer Service SkillsAnalytical Thinking

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

HR OperationsPayroll AdministrationCase ManagementTransaction ProcessingInquiry Management

Soft Skills

Excellent Communication SkillsAttention to DetailProblem SolvingConflict ResolutionMulti-tasking

Tools & Technologies

WorkdayADP GlobalView

Industry Keywords

HR Shared ServicesOperational ExcellenceCustomer ServiceStakeholder ManagementBusiness Acumen

About the role

Key responsibilities & impact

Provide first-level escalation for complex HR inquiries
Provide operational and transactional support across Workforce, Benefits, Payroll, Compensation, and Leave Management Operations
Process and monitor intake volumes and ensure cases and transactions are assigned, addressed, and resolved efficiently
Provide customer service to employees, managers, and external customers
Execute HR operations transactions in Workday and ADP GlobalView
Coach employees and managers on self-service transactions and HR Operations portal navigation
Escalate complex inquiries and transactions to appropriate tiers or teams
Log, track, and resolve inquiries in Workday Case Management
Maintain closed-loop case management and escalation procedures
Meet defined SLAs and KPIs
Interpret policies and procedures and assist with sensitive issues or policy exceptions
Partner with management and leadership to update, simplify, and enhance inquiry management processes, procedures, and technologies

Requirements

What you’ll need

HR Experience
Excellent Customer Service Skills
Great Communication Skills (written and verbal)
Attention to Detail
Business Acumen
Problem Solving / Conflict Resolution
Analytical Thinking
Excellent Relationship / Stakeholder Management
Operational Excellence Mindset
Multi-tasking & Time Management
HR Shared Services Experience (asset)
Experience in a Service / Call Centre or production environment (asset)
Experience with Payroll Administration (asset)
Experience and/or post-secondary education with a focus on Human Resources (asset)
Working knowledge of Workday and ADP GlobalView (asset)

Benefits

Comp & perks

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
Inclusive and respectful work environment
Employee well-being and mental health support
Hybrid work flexibility, with the choice to work from the office and virtually based on business, Client, and employee needs