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About the role
Key responsibilities & impact- Provide first-level escalation for complex HR inquiries
- Provide operational and transactional support across Workforce Operations, Benefits Operations, Payroll Operations, Compensation Operations, and Leave Management Operations
- Process and monitor intake volumes and ensure cases and transactions are assigned, responded to, and resolved efficiently
- Provide customer service to employees, managers, and external customers
- Execute HR operations transactions in Workday and ADP GlobalView
- Coach employees and managers on self-service transactions and HR Operations portal navigation
- Escalate complex inquiries and transactions to appropriate teams
- Log, track, and resolve inquiries in Workday Case Management
- Maintain closed-loop case management and escalation procedures
- Meet defined SLAs and KPIs
- Interpret policies and procedures and support escalation of sensitive issues and policy exceptions
- Maintain accessible policy and procedure documentation
- Partner with management and leadership to improve Inquiry Management processes, procedures, and technologies
Requirements
What you’ll need- Excellent Customer Service Skills
- Great Communication Skills (written and verbal)
- HR Experience
- Attention to Detail
- Business Acumen
- Problem Solving / Conflict Resolution
- Analytical Thinking
- Excellent Relationship / Stakeholder Management
- Operational Excellence Mindset
- Multi-tasking & Time Management
- HR Shared Services Experience (asset)
- Experience in a Service / Call Centre or production environment (asset)
- Experience with Payroll Administration (asset)
- Experience and/or post-secondary education with a focus on Human Resources (asset)
- Working knowledge of Workday and ADP GlobalView (asset)
Benefits
Comp & perks- Maternity Leave Contract
- 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
- Inclusive and respectful environment
- Employee well-being and mental health support
- Hybrid work flexibility between office and virtual work
- Accommodation support in the application process
- Alternative-format job postings upon request