Open Positions:

•       Analyst/Programmer COBOL

•       Business Analyst (Ingenium)

•       Customer Care Representative (SME)

•       Project Manager (Ingenium)

•       QA Testing Analyst

•       QA Testing Specialist

•       Systems Analyst COBOL

 

Analyst/Programmer COBOL

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 User’s 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

 

Back to Open Positions

Business Analyst (Ingenium)

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


Back to Open Positions

 

Customer Care Representative (SME)

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


Back to Open Positions

 

Project Manager (Ingenium)

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


 

Back to Open Positions

QA Testing Analyst

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

Back to Open Positions

QA Testing Specialist

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)


Back to Open Positions

 

Systems Analyst COBOL

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 User’s 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.

 

Back to Open Positions