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Sun Life

Senior Best Practice Consultant, Process & Enablement

Waterloo, ON, Canada
Sun Life Waterloo King, Canada

Job type: Full-time
Apply by: Oct 12, 2026
Experience: 5-7 years of experience in HR Operations, Shared Services, process management, knowledge management, or related roles.
Posting language: English
Posted: Oct 1, 2026

Apply About employer

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Original 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:

*** 18 Month - Contract Opportunity ***

The Senior Best Practice Consultant, Process & Enablement is responsible for leading and maturing process management and operational knowledge practices for Global People Services. The role establishes practical standards, governance and lifecycle practices for process documentation, internal knowledge, SharePoint and case management tools, while supporting global harmonization and evolving service delivery needs. The Senior Consultant provides consultative guidance to leaders and teams and partners with process owners, subject matter experts and technology partners to create sustainable, accessible and well-governed operational content and tools.

What will you do?

Process Management and Global Standards

Lead the development, implementation and ongoing refinement of process management standards, templates, taxonomy and lifecycle practices for Global People Services
Provide guidance to process owners and subject matter experts to document, validate and maintain global processes, including appropriate regional or local variations
Support process harmonization by identifying inconsistencies, dependencies, and opportunities to simplify or standardize operational practices
Identify opportunities to simplify, harmonize and improve Global People Services processes through process reviews and documentation activities, partnering with process owners and appropriate teams to advance identified opportunities
Establish review, approval, version-control and change-control practices that keep process documentation current, usable and sustainable

Operational Knowledge Management

Lead governance and lifecycle practices for internal operational knowledge, including the Global People Services SharePoint environment and case management knowledge and support content
Define content standards, ownership expectations, review cadences, metadata and taxonomy to improve consistency, findability and reuse
Connect documented processes to support knowledge, job aids and learning content so employees can access the information required to perform their work
Partner with and provide cross-functional support to the Workday Knowledge Base lead on shared knowledge-management priorities, standards and lifecycle activities where employee-facing and operational content intersect, while maintaining clear platform ownership

Enabling Tools and Future Capability

Maintain and translate business and functional requirements for process and operational knowledge tools, including SharePoint, case management tools, and potential future platforms
Coordinate business participation in enhancements or implementations, including requirements, content migration, testing, validation, training and transition support
Recommend practical technology-enabled improvements that strengthen governance, user experience and scalability without designing the role around a specific unconfirmed platform

Governance, Risk and Quality Integration

Partner with the People Risk and Compliance lead to embed governance, control and records-management requirements into process and knowledge lifecycle practices
Support risk-based review approaches and ensure appropriate evidence, approvals and ownership are reflected in operational documentation
Define and apply quality checks for process documentation and operational knowledge; identify themes and recommend improvements

Training Content and E-Learning Enablement

Establish and maintain standards and best practices for operational training content, job aids, e-learning modules and other learning resources supporting Global People Services
Coordinate the development, maintenance and lifecycle review of e-learning modules supporting People Services training, ensuring content remains aligned with current processes, procedures and operational knowledge
Partner with process owners and subject matter experts to identify training-content requirements and ensure learning materials reflect approved processes and knowledge
Support the development and refresh of training content associated with process, system, or service changes

Stakeholder Advisory and Cross-Functional Collaboration

Provide consultative guidance to Global People Services leaders and teams on process management, operational knowledge, training content, and enabling tools
Work across Global People Services and enabling partners to align standards, clarify ownership, identify dependencies and support consistent execution
Communicate recommendations, risks, trade-offs and decision points to support informed leadership decisions and stakeholder alignment

Qualifications

Education

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

Experience

5-7 years of experience in HR Operations, Shared Services, process management, knowledge management, or related roles.

What do you need to succeed?

Strong knowledge of HR operations and shared services delivery
Demonstrated process management, process documentation, and process improvement experience
Experience with knowledge governance, content lifecycle and repository management
Strong working knowledge of HR technology, process, case management and knowledge-management tools, with the ability to identify opportunities to improve how technology supports operational processes and knowledge
Ability to develop standards, provide consultative guidance, influence stakeholders, and manage competing priorities
Strong written communication, facilitation, and project management skills
Experience working across regions or in a global, multicultural environment
Analytical and problem-solving capability

Primary Interactions:

Director, People Operational Excellence·
Global People Services leaders, process owners and subject matter experts
People Risk & Compliance and Workday Knowledge Base leads
HR Digital Solutions, People Projects & Solutions, Payroll and other enabling partners
Regional operations and knowledge contributors

Assets

Experience with process management platforms or AI-assisted documentation
Experience developing operational training or e-learning content
Process improvement or knowledge management certification
Experience in an operational / production environment

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:

85,000/85 000 - 128,000/128 000

Job Category:

Business Analysis - Process

Posting End Date:

11/10/2026

Apply About employer

More about this job

Responsibilities

The Senior Best Practice Consultant leads the development and maturation of process management and operational knowledge practices for Global People Services. They provide consultative guidance to stakeholders while establishing governance, standards, and lifecycle practices for documentation and enabling tools.

Requirements

Candidates must possess a bachelor's degree in Human Resources, Business Administration, Information Systems, or a related field. A minimum of 5-7 years of experience in HR operations, shared services, or process and knowledge management is required.

Skills

Process management
Knowledge management
HR operations
Shared services
Governance
Stakeholder advisory
Process documentation
Change control
Operational excellence
Project management
SharePoint
Case management tools
Training content development
E-learning
Analytical skills
Problem-solving

Benefits

Flexible benefits
Inclusive environment
Mental health support

Visa sponsorship

Not detected in the job text

Keywords

Process Management
Knowledge Management
HR Operations
Shared Services
Governance
SharePoint
Case Management
Process Harmonization
Operational Excellence
Change Control
Taxonomy
Metadata
E-learning
Training Content
Project Management
Stakeholder Management
Risk Management
Compliance
Workday
Process Improvement
Documentation
Global People Services
Business Analysis
Operational Knowledge
Lifecycle Management

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