Best Practice Consultant, Operational Services

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:

*** 18 Month - Contract Opportunity ***

The Best Practice Consultant, Operational Services, provides hands-on coordination, execution and quality support across the People Operational Excellence team. The role supports process documentation, knowledge management and governance activities, helping maintain reliable information and repositories, coordinate scheduled reviews, track actions and support consistent follow-through. Working across team priorities, the Consultant provides flexible capacity and helps connect related activities, applying established frameworks and standards to support effective and consistent operational practices.

What will you do?

Process Documentation and Lifecycle Support

• Coordinate process inventory updates, documentation activities, owner validation, approval and scheduled reviews
• Support subject matter experts in applying approved templates, taxonomy, and documentation standards
• Perform initial quality checks for completeness, consistency, version control, links and required approvals, escalating issues to the accountable lead
• Maintain process review schedules, action logs and status tracking, and prepare concise updates on progress and outstanding items

Knowledge Management and Repository Support

• Support content lifecycle activities across assigned repositories, including SharePoint, HR Help and the Workday Knowledge Base, based on team priorities and established ownership
• Coordinate content reviews, contributor follow-up, metadata and taxonomy updates, publishing steps and archival activities in accordance with approved standards
• Support content owners and editors with established procedures, templates and governance requirements; escalate policy, platform or content decisions to the accountable lead
• Assist with repository clean-up, quality reviews and issue tracking to improve reliability and findability

Governance, Risk and Compliance Coordination

• Maintain governance calendars, control inventories, evidence libraries, action trackers and review records in partnership with the Senior Consultant Risk & Compliance
• Coordinate evidence gathering and follow-up for audits, control testing, records-management activities and remediation actions
• Prepare draft summaries, status reports, and meeting materials using information validated by the accountable lead
• Identify missing documentation, overdue reviews, or recurring issues and escalate them for assessment and decision
  

Quality, Reporting and Operational Support

• Apply established quality checks and support trend identification across process, knowledge and governance activities
• Compile team measures and status information in partnership with accountable leads and analytics partners; maintain source documentation and definitions
• Coordinate working sessions, decisions, actions and dependencies across initiatives, ensuring timely follow-up and transparent status
• Document repeatable team procedures and support cross-training to improve continuity and reduce key-person dependency

Collaboration and Continuous Improvement

• Work flexibly across the team to support the highest-priority process, knowledge and governance activities while respecting established ownership and decision rights
• Recommend practical improvements to team workflows, templates, and administrative routines based on recurring issues and stakeholder feedback
• Collaborate with Global People Services teams and enabling partners to clarify requirements, resolve routine issues and support consistent execution

Qualifications and Experience

Education

Bachelor’s degree in Human Resources, Business Administration or a related field, or equivalent experience.

Experience

3-5 years of experience in HR Operations, Shared Services, process documentation, knowledge management, governance coordination or a related role

What do you need to succeed?

• Knowledge of HR processes, shared-services operations and business documentation
• Strong organization, coordination and follow-through     
• Experience maintaining repositories, inventories, trackers or review schedules
• Ability to apply standards, conduct quality checks and manage detailed information
• Clear written communication and stakeholder support skills
• Working knowledge of SharePoint or comparable knowledge and document platforms
• Project coordination and problem-solving capability
• Ability to manage multiple priorities and work across specialized portfolios

Assets

• Experience supporting audits, controls or records-management activities
• Experience with Workday Knowledge Base, HR Help or case-management tools
• Experience in continuous-improvement or knowledge-management

Primary Interactions

• Director, People Operational Excellence
• Operational Excellence Senior Best Practice Consultants
• Workday Knowledge content owners/editors
• Global People Services process owners, subject matter experts and enabling partners

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. 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 thebrightside@sunlife.com.

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.

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

Salary Range:

62,000/62 000 - 93,000/93 000

Job Category:

Business Analysis - Process

Posting End Date:

11/10/2026