Sun Life

• Configure and support SAP Finance modules (GL, AP, FA, Group Reporting) with quality and precision
• Translate business requirements into functional and technical specifications
• Manage change requests and defect resolution across Finance and integration modules
• Develop Fiori applications, embedded reporting solutions, and Group Reporting capabilities
• Perform testing (functional, unit, regression) and collaborate with Quality Engineering teams
• Build security roles, training materials, and project documentation
• Provide month-end, quarter-end, and ongoing operational support
• Drive root cause analysis and continuous improvement initiatives
• Partner cross-functionally across data architecture, business intelligence, and business teams

SAP S4 Functional Engineer

Analyst

• Manage, direct, facilitate, respond to, and complete both Request for Proposals and Request for Information documents
• Support all Life, Disability, Absence / Leave and Supplemental Health Products
• Facilitate the development of comprehensive responses while coordinating and working with internal business partners
• Complete RFP questionnaires on or before due date
• Respond with customized, accurate, persuasive responses
• Support the growth and increased functionality of the RFP Response database
• Increase the visibility of the RFP Unit
• Proactively identify opportunities in offering solutions to customers

RFP Analyst

Strategy

• Annual strategic planning
• Manage the planning process and provide support/coordination to Business Groups and functions (e.g. Finance, IT, HR) to develop and deliver their strategic plans
• Facilitate working sessions with senior executives to further strategy development
• Work collaboratively with top executives to develop the Enterprise Strategic Plan, owning analyses, communications, and content development
• Ensure enterprise alignment of strategic plans across Business Groups by drawing linkages across common themes
• Translate ambiguous strategic issues into clearly defined problem statements, hypotheses, and corresponding analyses
• Execute project plan and manage across multiple work streams, adapting and reprioritizing as necessary to meet project objectives while ensuring timely delivery and achievable scope
• Communicate findings and recommendations succinctly to facilitate productive discussion and decision making among senior executives
• Actively build and maintain awareness of market trends and developments through various sources

AVP, Corporate Strategy

Representative

• process entry-level and intermediate claims with a 99% or greater accuracy rate
• adhere to approved claim workflow requirements to maximize efficiency
• serve as backup to Claim Administration team for entry-level adjustments to claims as necessary
• serve as back up to call center during peak periods by taking provider and member calls
• successfully complete basic claim-related projects

Claim Processing Representative

SDET

• Provide automated testing services and quality assurance activities throughout the systems development life cycle
• Contribute to the analysis of complex business requirements
• Collaborate within cross-functional agile team on shift-left testing and automation reuse
• Document and track product defects, providing detailed reproduction steps
• Contribute to the automation and quality engineering best practices

Software Development Engineer in Test

QA Engineer

• Provide functional and automated testing services and quality assurance activities throughout the systems development life cycle for medium, large, complex or high-risk software development and agile projects.
• Focus on mainframe application delivery in an Agile team.
• Perform functional manual testing and design/develop automated testing for functional and regression tests.
• Contribute to the analysis of complex business requirements and creating test strategy/plan to ensure thorough coverage.
• Design and develop detailed test cases to thoroughly test complex use cases and scenarios covering functional requirements.
• Execute manual and/or automated test cases to validate business application logic and identify software defects.
• Collaborate within cross-functional agile team on shift-left testing and automation reuse.
• Document and track product defects, providing detailed reproduction steps, expected and actual results.
• Contribute to the automation and quality engineering best practices within the Agile team.
• Provide timely and effective communication to management, relating to quality, resource and project issues & concerns.
• Navigate effectively through complex challenges, involving others to solve problems and achieve goals.

Software Quality Engineer

• Take ownership of designing and implementing effective QE testing strategies
• Champion and advocate for quality within the agile team, and actively participate in ceremonies
• Explore opportunities for shift-left testing and automation feasibility
• Collaborate with Quality Engineering and Software Engineering practices to explore opportunities to implement AI-based approaches and frameworks
• Track QE progress in support of objectives and key results (OKRs)
• Collaborate closely with scrum master, product owner, software engineers, business analysts, and non-functional testing teams (i.e. vulnerability and performance testing)
• Provide timely and effective communication to QE management, relating to quality, progress, issues & concerns
• Provide timely and effective communications to key stakeholders, summarizing test results and managing impact of testing on overall program
• Navigate effectively through complex challenges, involving others to solve problems and achieve goals

Senior Software Quality Engineer

Underwriter

• Lead the full NB/UW value chain from application submission through underwriting to policy issuance.
• Ensure consistent, high-quality service delivery across all client segments and distribution channels.
• Deliver measurable improvements in cycle time, productivity, and service outcomes.
• Drive standardized processes and segmentation-based service models to improve efficiency and experience.
• Establish strong governance, accountability, and performance management disciplines across teams.
• Shape and execute talent strategies, including workforce planning, capability development, and leadership succession.

AVP, New Business and Underwriting

Project Manager

• Support the Director, Business Portfolio Management with ongoing activities such as financial reporting, annual forecasting, strategic planning, and ceremony/meeting execution.
• Support monthly and quarterly portfolio financial activities, including expense review, variance analysis, cost allocation validation, forecast support, and reconciliation across portfolio tracking tools and Finance inputs.
• Partner with Finance, PMs, Journey/Platform teams, and delivery stakeholders to clarify portfolio data, resolve discrepancies, support reporting, and ensure portfolio information remains current and reliable.
• Assist with regular stakeholder meetings via preparing agendas, sourcing pre-read material, managing conflicts, and documenting and following up on actions.
• Support other day-to-day portfolio management ad-hoc tasks.
• Work with Journey and Platform owners to maintain and update portfolio roadmaps, help prioritize deliverables and manage backlogs.
• Create and deliver stakeholder communications for ongoing priorities, including status updates, roadmap, dependencies, pressure points and key decisions requiring alignment.

Project Portfolio Analyst

Vice President

• Define and execute the vision, roadmap, and operating model for Operational Learning, Quality, and Knowledge Management aligned to Operations priorities.
• Lead a large, geographically distributed, multi‑disciplinary organization supporting Canada‑based and global delivery Operations.
• Act as a strategic business partner and trusted advisor to Operations leaders, diagnosing performance gaps, co-creating solutions and enabling timely, practical interventions.
• Design and evolve an end‑to‑end Operations learning ecosystem spanning onboarding, role readiness, continuous upskilling, and performance reinforcement.
• Operate and evolve a modern, risk‑based quality and performance insight model supported by AI‑enabled tools (e.g., Amazon Connect / Contact Lens).

Assistant Vice President – Operational Learning & Performance

Network Engineer

• Provide Tier 3 support for enterprise LAN/WAN environments, including routers, switches, firewalls, and network security devices
• Design, implement, and maintain network infrastructure solutions aligned with established architectural standards
• Troubleshoot complex network issues and drive timely resolution to ensure service stability and performance
• Optimize network performance, reliability, and cost efficiency across infrastructure components
• Contribute to the delivery of moderately to highly complex projects including planning, implementation, and validation
• Partner with internal teams (e.g., security, infrastructure, application teams) to support integrated solutions
• Document network designs, configurations, procedures, and support models to ensure operational continuity
• Provide technical guidance and mentorship to junior team members and support knowledge sharing within the team

Principal Network Engineer

Customer Advocate

• Supports clients located in Central and Eastern Standard Time Zones
• Responsible for intake and resolution of Customer (U1000 lives) inquiries, problems and/or service requests
• Acts as the primary issue resolution owner and responsible for resolving any Customer problems or issues
• Takes ownership of issues from beginning to end
• Coordinates with all necessary 'back office' areas to resolve
• Organizes, oversees, manages, monitors and follows through
• Acts as the daily point of contact for any customer inquiries (calls, emails, web chats, etc.)
• Tracks activities in CRM
• Responsible for fulfilling reporting requests from customers
• Maintains tracking and reporting
• Identifies and drives business changes / continuous improvements needed
• Looks at trends and root cause analysis and works with internal partners from claims, Underwriting, etc. to identify improvement opportunities

Client Advocate

Customer Support

• Leads and oversees customer service operations for assigned Government and strategic contact center functions, ensuring effective delivery of member, provider, client, and internal support services.
• Provides leadership for frontline production teams and managers, monitors operational performance against service level and contractual expectations, and drives continuous improvement in quality, accuracy, call routing, knowledge management, and customer experience.
• Serves as a key operational liaison across Workforce Management, Learning and Development, Quality Assurance, Client Engagement, Information Technology, vendor partners, and business leadership to support service delivery, incident response, technology readiness, and implementation of new tools and processes.
• Establish, monitor, and manage operational goals, service levels, quality expectations, productivity outcomes, and customer experience measures for assigned lines of business.
• Oversee daily, weekly, and monthly contact center performance, including call volumes, queue health, staffing impacts, service level attainment, abandonment, average speed to answer, handle time, and other key operating metrics.
• Partner with Workforce Management to align staffing, skilling, routing profiles, queue assignments, and contingency plans with operational demand and client-specific requirements.
• Coordinate with Learning and Development to create, review, and update knowledge articles, job aids, alerts, one-pagers, and training guidance for frontline agents and leaders.
• Support client-specific operations, including facilitation of key clients meetings, reporting completion, and action plan development and execution for the maintenance of client contractual and regulatory operational results.
• Serve as a contact center subject matter expert for telephony, call routing, queue configuration, interactive voice response, portal impacts, and related technology changes.
• Participate in technology readiness, user acceptance testing, defect validation, production readiness, and go-live support for new systems, platforms, routing changes, and operational tools.
• Lead or support operational incident response for major incident management and high-impact system events by assessing contact center impact, coordinating with Information Technology and business partners, communicating guidance, and confirming resolution.
• Develop clear communication for internal teams and business process outsourcing partners regarding known issues, routing changes, client requirements, system outages, service impacts, and required agent actions.
• Partner with Quality Assurance and Client Engagement to support client audits, calibrations, action plans, attestations, quality improvement activities, and timely responses to client requests.
• Monitor and support escalated member, provider, client, and internal issues, ensuring appropriate research, resolution, documentation, and leadership visibility.
• Collaborate with business process outsourcing partners and internal leaders to ensure consistent execution of processes, adherence to client-specific requirements, and appropriate use of queues, transfer protocols, and knowledge resources.
• Support organizational planning, role definition, span-of-control alignment, responsibility mapping, and transition planning as Customer Service and Shared Services responsibilities evolve.
• Coach, develop, and hold leaders and team members accountable for performance, quality, engagement, communication, and operational discipline.
• Participate in hiring, onboarding, performance management, corrective action planning, talent development, and succession planning for assigned teams.
• Identify operational risks, process gaps, technology barriers, training needs, and improvement opportunities; recommend and implement solutions that improve service, efficiency, compliance, and associate experience.
• Maintain strong cross-functional relationships with Operations, Shared Services, Information Technology, Workforce Management, Learning and Development, Quality Assurance, Client Engagement, Appeals, Complaints and Grievances, and other business partners.

Senior Manager, Customer Service

Security Engineer

• Perform web, API, mobile, and infrastructure penetration testing across enterprise applications.
• Identify, exploit, and validate security vulnerabilities using manual testing techniques and industry tools.
• Conduct testing in line with established methodologies and security frameworks (e.g., OWASP).
• Produce clear, structured reports outlining: Vulnerabilities and root cause, Business impact and risk rating, Practical remediation recommendations.
• Perform research into new vulnerabilities, exploits, and attack techniques to enhance testing coverage.
• Support re-testing activities to validate remediation of identified issues.
• Support Red Team or adversary simulation exercises where required.
• Contribute to reconnaissance and attack surface mapping, Identification of potential attack paths.
• Support documentation of attack paths and identified security gaps.
• Assist in controlled exploitation activities under guidance, including: Initial access techniques, Limited post-exploitation validation (e.g., privilege escalation concepts, lateral movement awareness).
• Collaborate with senior team members to understand real-world attacker behaviour and techniques.

Penetration Testing Analyst

Financial Planning and Analysis

• Preparation of month end journal entries and account reconciliations ensuring accuracy and completeness
• Prepare monthly/quarterly views of expense, unit cost (gain/gap) and other key measures including variance analysis and commentary
• Perform monthly financial analysis of select Retail Advice & Solutions areas
• Participate in the expense and unit cost plan and budget processes, including loading inputs and analyzing results for accuracy and completeness
• Analyze unit costs and understand key drivers of these unit costs
• Analyze key drivers of costs including strategic initiatives and provide input to business decisions
• Develop relationships with key business partners with the goal of understanding the underlying business model
• Participate in, and assist with, the explanation of results of expense studies as needed
• Develop ad hoc financial reports from business requirements as supplied
• Support ad hoc expense projects as required