Customer Care Representative (SME)
Overall Purpose
Develops or maintains;
tests, implements and documents programs according to program specifications
and Sun Life standards
Specific
Accountabilities
·
Identifies all possible test scenarios and prepares tests for the
systems under development.
·
Executes test plan during development and system testing and
provides user acceptance testing or other testing as required to ensure that
system processing reflects user requirements / designs.
·
Provides post-implementation and production support for systems
including analysis of production problems.
·
Performs implementation activities such as program promotions,
installation of the system, training and tutorial for end users.
·
Performs development/update of the Users Manual, Systems Manual
and Operations Manual
·
Provides updates and status reports to the project manager during
the course of a development and related support activities.
·
In charge of a system module. Identifies areas for improvement /
enhancement on existing system module or on new ones being developed.
·
Determines, analyzes and transforms business requirements to
produce design specifications at the system and programming levels.
·
Conducts capacity planning and performance tuning on supported
applications as required.
Skills and knowledge
required
A regular Sun Life Financial
employee with at least 6 months of tenure in current position, exclusive of the
probationary period of employment.
Education: College/University degree preferably in Computer
Science, Engineering, Mathematics, Business.
Experience: 2-3
years COBOL programming / testing experience (Preferably knowledgeable in
COBOL, DB2, JCL and SQL.
Special Skills:
·
Competent systems analysis and design skills, Systems development
cycle major tasks and deliverables
·
Background in Life Insurance business is a plus
Overall Purpose
The Business Systems
Analyst will use his/her knowledge of business objectives and processes,
products, people technology and quality concepts partner with business and
technology areas to ensure the technology and process solutions
delivered/supported meet the needs of the business partners and the appropriate
level of quality based on risk.
Specific
Accountabilities
·
Identifies areas for improvement / enhancement on existing and new
systems being developed.
·
Determines, analyzes, and documents the business requirements from
the business community and coordinates with the developers to create the system
specifications.
·
Identifies possible improvements in the business processes to
reduce manual work and overhead, as well as improve overall turnaround time of
business processes.
·
Facilitates change management by working with various business
areas to address issues and potential impact and/or benefits of the changes in
the proposed system.
·
Communicates with the developers for clarification of business
requirements, testing, and reporting of errors found in the systems being
supported.
·
Identifies all possible test scenarios and prepares the test plan
for the systems under development.
·
Executes the test plan and conducts the acceptance testing for the
developed programs.
·
Prepares and documents manual and system procedures in support of
the business needs.
·
Provides post-implementation and production support for supported
systems including analysis of production problems raised by the business users.
·
Conducts systems training for the business community as needed.
·
Prepares progress reports within agreed time frames.
Skills and knowledge
required
A Sun
Life regular employee with at least 6 months of tenure in the present position (exclusive
of the 6 months probationary period).
Education:
A college degree preferably in Computer Science, Engineering,
Mathematics or Management, with at least 5 years of experience in business & systems analysis;
Experience:
Must have strong logical analysis skills preferably with systems
design background and skills in programming under one programming language.
Special Skills:
·
Must have strong analytical and conceptual skills, good
interviewing skills (for data gathering/business requirements preparation)
·
Possesses good oral and written communication skills as well as
good interpersonal skills, must be very client oriented
·
Preferably with exposure to Life Insurance systems &
operations
·
Must be familiar with Office Automation tools such as MS Office
and Lotus Notes, preferably with knowledge in macro programming or report
writer tools with high stress tolerance and capable of dealing with all levels
of management
Overall Purpose
The Lead Hand representative
is responsible for consistent, quality customer service experience for Group
Benefits members, sponsors and providers who contact the Customer Care
Centre. This service experience involves
real time support for the Customer Care Representatives (CCR) enabling the
provision of accurate information delivered in a courteous and responsive
manner to the customer and by taking accountability for the coordination of
resolving all escalated customer calls and issues.
Specific
Accountabilities
·
Provide superior customer service and relationship building to all
internal and external partners and clients.
·
Respond to Customer Care Representative (CCR) inquiries in real
time to support First Call Resolution and root cause correction.
·
Resolve escalated member telephone inquiries from the CCR through
exceptional problem solving and soft skill coaching.
·
Side by side mentoring, floor support and coaching.
·
Process all work items within expected turnaround time while
keeping member informed of progress.
·
Log all telephone activity and track all escalated inquiries to
support the analytic activity.
·
Recognize and support the elimination of CCR knowledge gaps by
providing input to supervisor and manager for coaching purposes.
·
Update knowledge manual, reporting process inconsistencies and/or
identifying trends to support improvement.
·
Maintain training documents (training material, assessment copies
hard and soft copies), training scores, quarterly assessment scores and
copies.
·
Deliver training, on-the-job coaching to new hires and assist in
developing their knowledge in process.
·
Deliver new process training.
·
Complete employee assessments and provide feedback on progress to
the Supervisor and Manager.
·
Provide feedback on the training material to ensure it is up to
date and complete.
·
Support business service levels by backing up the CCR queue during
high volume periods.
Skills and knowledge
required
A regular Sun Life employee with at least 6 months of tenure in
current position (exclusive of the probationary period).
Education: College/University Degree
Experience:
·
Previous Call Centre and/or claims experience
·
Strong and effective written and verbal communication skills
·
Proficient knowledge of group insurance products (Medical, Dental,
Web, Disability), Group Benefits processes, contracts and plans
·
Superior customer service skills that consistently demonstrate
professionalism
Special
Skills:
·
Exceptional customer service orientation and defusing skills
·
Comprehensive consulting and negotiating skills with the ability
to impact and influence others
·
Strong attention to detail with strong documentation and follow up
skill
·
Translate frequent results coaching into continuous improvement
·
Strong judgment, decision making skills and initiative
·
Adapt quickly and comfortably to change
·
Manage stress in a high pressure environment
·
Demonstrated analytical and problem solving skills
·
Excellent PC skills
Overall Purpose
Maintain and sustains
technical and business expertise on assigned business domains and its
associated and related technologies. Ensures that applied technologies are kept
up-to-date with industry trends.
Specific
Accountabilities
·
Manages Ingenium Projects in support of MSSC business initiatives
in order to develop business relationship with Sun Life PVI.
·
Develops and manages processes to ensure plans are in place to
meet business requirements in a cost efficient manner within the specified targets.
·
Manages project team, defines roles and responsibilities, sets
performance objectives & standards, ensures proper coaching & training,
monitors & evaluate performance of the team members.
·
Anticipates, manages and mitigates project risks in order to
minimize if not eradicate the impact.
·
Manages project resources and prioritizes use of resources
accordingly in order to maximize the use and evenly distribute workload.
·
Manages the communication among stakeholders of the project
including vendors and 3rd party partners in order to effectively coordinate
responsibilities of each party.
·
Reviews plans and progress of different work groups to ensure work
is coordinated and continues to meet overall project objectives.
·
Ensures project issues are raised and resolved at appropriate
levels. Keeps project team informed of the overall project status.
·
Manages business requirements by coordinating with the business
users to help assess the feasibility and establish time and effort.
Skills and knowledge
required
A regular
Sun Life employee with at least 6 months tenure in current position exclusive
of the probationary period.
Experience:
·
10+ years in IT delivery / shared services,
·
Project / program management solid experience of 5+years
·
5+ years as a manager, software development and production support
work
Special
Skills:
·
Excellent communication skills, spoken and written
·
Excellent presentation skills
·
Excellent problem solving skills
·
Has initiative, able to work independently and without supervision
·
Experience in insurance and
financial industries highly preferred but not required
·
Experience working in a multi-cultural and diverse organization is
highly preferred but not required
·
Professional certification (i.e. PMI, IIBA) is a plus but not
required
·
University degree holder of IT or related engineering field
Overall Purpose
Develops and executes test strategies, test
plans, and test cases for various types of testing including functional,
integration, regression, and performance -- across lines of business. Coaches or mentors other testers on business,
application or system knowledge and testing processes.
Specific
Accountabilities
·
Reviews business requirements and evaluates document based on
accuracy and completeness. Logs defects
and ensures document is updated appropriately.
·
Contributes to the identification and assessment of risks and
exposures for applications. Uses
Application Risk Assessment as input into all testing activities.
·
Participates in design reviews and has a basic understanding of
application and system designs.
·
Defines test strategy and is able to identify an efficient testing
approach.
·
Develops and maintains test plans (including identifying test
situations/scenarios) for complex projects.
·
Defines test tools and processes on projects.
·
Designs and creates test case documentation including test
situations, data setup, execution steps and expected results.
·
Executes test cases for various types of testing including
function, conversion, integration, regression and performance.
Skills and knowledge
required
A regular
Sun Life employee with at least 6 months tenure in current position (exclusive
of the probationary period).
Education:
College/University Degree (Engineering or Business related Course)
Experience:
·
[Band 4] 1-3 years of testing experience, with aptitude towards
problem identification, comprehension and resolution.
·
[Band 5] 3 5 years of testing experience, has prepared test
plans, test cases, test data and test reports independently for less complex
projects; managed defects and issues to resolution and engaged Project Manager
when appropriate; demonstrates analytical, logical thinking, and problem
solving skills; strong written and verbal communication skills; organizational
and multitasking skills; consistently demonstrates agility, flexibility and
multi-tasking skills, teamwork and collaboration.
Special
Skills:
CSTE Preferred, Has experience in automated
testing using QuickTest Pro
Overall Purpose
Conducts independent
quality assurance testing and reviews for critical and complex applications to
ensure that the projects are developed according to the requirements of the
business.
Specific
Accountabilities
·
Conducts a risk-based Quality Assurance program for projects,
which include review of system's compliance to system development methodology
standards, testing, infrastructure and application blueprints, internal
processes and procedures.
·
Assists in the development and maintenance of internal processes
and procedures related to systems development with focus on testing.
·
Documents processes and standards in a central process and
standards repository. He/she is also responsible for the maintenance of these
repositories.
·
Designs and recommends project tools that would support that
standards and processes.
·
Consolidates all project status reports and monitors performance
of projects handled by the department through metrics.
·
Implements and continuously improve testing methodology.
·
Leads junior QA staff in conducting QA reviews and testing.
·
Formulates test execution strategy, identifies all possible test
scenarios.
·
Prepares and executes the test plan and conducts testing for
developed programs.
·
Assists and supports the development teams in the creation of test
scripts.
Skills and knowledge
required
A regular Sun Life Financial employee with at least 6 months of
tenure in current position, exclusive of the probationary period of employment.
Education:
Candidate must possess at least a Bachelor's/College Degree in
Computer Science, Engineering or equivalent.
Skills:
·
Experience in designing and building/implementing test automation
framework for web-based, client server or mainframe-based applications. Advantage if experience is substantial using
the QTP platform (keyword driven automation framework).
·
Experience in HP Quality Center (QC) or Application Lifecycle
Manager (ALM)
·
Substantial experience in VB Scripting (or any other programming
language)
·
Solid experience in MS SQL and Oracle DBMS
·
Good communication skills (the resource will be liaising with TCoE
North America).
·
Some experience in handling a team of test automation resources
·
Open to working mid-shift if needed (i.e. to overlap with Canada
resources)
Overall Purpose
Develops
or maintains; tests, implements and documents programs according to program
specifications and Sun Life standards.
Specific
Accountabilities
·
Identifies all possible test scenarios and prepares tests for the
systems under development
·
Executes test plan during development and system testing and
provides user acceptance testing or other testing as required to ensure that
system processing reflects user requirements / designs
·
Provides post-implementation and production support for systems
including analysis of production problems
·
Performs implementation activities such as program promotions,
installation of the system, training and tutorial for end users
·
Performs development/update of the Users Manual, Systems Manual
and Operations Manual
·
Provides updates and status reports to the project manager during
the course of a development and related support activities
·
In charge of a system module, Identifies areas for improvement /
enhancement on existing system module or on the entire system, and on new ones
being developed
·
Determines, analyzes, and transforms business requirements to
produce design specifications at the system and programming levels
·
Conducts capacity planning and performance tuning on supported
applications as required
Skills and knowledge
required
A regular Sun Life Financial employee with at least 6 months of
tenure in current position, exclusive of the probationary period of employment.
Education:
College/University degree preferably in Computer Science, Engineering,
Mathematics, Business
Experience:
3-5 years COBOL programming / testing
experience (Preferably knowledgeable in COBOL, DB2, JCL and SQL.
Skills:
·
Competent systems analysis and design skills, Systems development
cycle major tasks and deliverables.
·
Background in Life Insurance business is a plus.