Plan Specialist (ME)

Job Description

The focus of this role is to support a positive Group Benefits customer experience via the successful set up and revision of group plans on various systems. This role demands strong technical skills, workflow management ability as well as a passion for high quality customer service. The ME/OASIS Setup Specialist is primarily responsible for setup of the Member Enrolment Site, testing and client technical support. Incumbents will spend a large portion of time working in a project management capacity to ensure the accurate and timely implementation of new Member Enrolment and annual re-enrolments for existing Member Enrolment clients.

What will you do?

• Processing new business and/or revisions within established service standards (accuracy & timeliness).

• Respond to inquiries from customers and internal business partners

• Negotiate internally and externally to ensure Sun Life is able to accurately administer the benefit program

• Understanding and analysis of customer needs to recommend system setup that supports those needs

• Partnering with various other staff to clarify plan design so that system setup is efficient and accurate

• Act as a subject matter expert for Member Enrolment and / or GBTA in various projects and initiatives as well as conduct Business Acceptance testing for system enhancements as relating to Member Enrolment.

What do you need to succeed?

• Proven skills in customer service delivery, Analytical thinking, organization and a self-starter

• Negotiation skills with the ability to work towards acceptable outcomes; offer solutions

• Ability to multi-task to achieve delivery dates

• Effective issue resolution skills and attention to detail

• Knowledge of Group benefits and Group Division Structure

• Understanding of Group Client Services procedures and available services;

• In-depth knowledge of Plan administration systems and their interdependencies

• Ability to work in a team setting; also able to work independently

• Superior verbal and written communication skills; ability to "talk with a customer".

• As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is requiredfor Quebec onlyfor the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

Asset:

• Minimum 2 years of post-secondary education and at least 3 years of directly-related business experience

• Bilingual in both French and English, written and spoken

• Strong knowledge of Group systems and web application; Some proficiency with data management tools such as Excel, Access & MS Project

• Knowledge of Group benefits and Group Division Structure and offered services

• Proven ability to work effectively in a fast-paced environment with fluctuating work volumes and schedules

• Positive attitude and strong team player

• Strong organizational and time-management skills

• Strong sense of initiative and ability to think outside the box

What's in it for you?

• We’re proud to be recognized as a company with a 2026 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.

Specific note:

Occasional over time is required during periods with high incoming volumes in order to meet client expectations