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Production Support Analyst

Financière Sun Life

C'est un Contrat job à Montreal, QC publiée le novembre 21, 2022.

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 Sun Life Financial Canada Customer Care Centre (CCC) is a multi-site, multi-disciplined team committed to providing the very best service experience to customers, plan members, sponsors and advisors through strong partnership with the Canadian Business Units.  The CCC takes roughly 25,000 calls and responds to approximately 1800 e-mails a day. This translates into providing effective and timely service to more than 3.5 million customers and advisors each year.

The SPR, CCC Production Support Team is accountable for ensuring day-to-day operational support to the CCC. PST focuses on improving business and technical processes by focusing on Customer experience in the CCC.  The team is responsive and proactive in the investigation of production issues that impact operations from root cause identification through to resolution. Also accountable for maintaining strong partnerships with Enterprise Services (IT) and other areas to ensure the stability of the technical environment in the CCC.

Main accountabilities:

  • Identify, recommend, develop and implement opportunities for improvements to current business and technical process

  • Provide business and technical support and coordinate support and communication activities during major incidents to reduce impact to the CCC.

  • Create and maintain up to date system and team process documentation in support of problem resolution and knowledge transfer

  • Provide access support and technical support by resolving requests from CCC staff and other business partners in email and on-site floor support within defined turn-around time

  • Perform problem analysis, to determine root cause of business and system issues, as well as options to achieve resolution

  • Create/review/execute test plans and test cases, to ensure all implemented changes meet the business needs

  • Support the gathering and writing of system and business requirements

  • Support Change Management on Corporate Technology changes (Corporate Initiatives)


  • Demonstrated analytical and problem-solving skills

  • Previous Tableau experience / exposure OR willingness to learn Tableau

  • Strong communication skills, both written and verbal

  • Attention to detail

  • Ability to build effective working relationships across both business and technical teams

  • Strong planning and organizational skills, with the ability to multi-task

  • Flexibility and the ability to quickly adapt to changing priorities

  • Comprehensive knowledge of the products, systems, processes and roles of each department within the CCC

  • Bilingualism (French, English) required- interactions with English-speaking customers or partners


  • Strong understanding of the CCC and enablement organization including mission, values, drivers and priorities as well as the systems they use.

  • Understanding of the current trends and innovation in contact centre environment

  • Excellent PC skills (Windows XP/Windows 7, Microsoft Office, Lotus Notes)


  • Requirement to be on call during some weekends and evenings, for production validation testing during implementations.

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.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

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

Salary Range:

51,700/51 700 – 83,800/83 800

Job Category:

Business Analysis – Process

Posting End Date: