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About the role
Key responsibilities & impact- Provide first-level escalation for complex HR inquiries
- Provide operational and transactional support for Workforce, Benefits, Payroll, Compensation, and Leave Management Operations
- Process and monitor intake volumes and ensure cases and transactions are assigned, answered, and resolved efficiently
- 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 and provide functional support
- Log, track, and resolve inquiries in Workday Case Management
- Maintain closed-loop case management processes and escalation procedures
- Meet defined SLAs and KPIs
- Interpret HR policies and procedures and assist with sensitive issues and policy exceptions
- Partner with management and leadership to improve inquiry management processes, procedures, and technologies
Requirements
What you’ll need- HR experience
- Excellent customer service skills
- Great written and verbal communication skills
- Attention to detail
- Business acumen
- Problem solving and conflict resolution skills
- Analytical thinking
- Excellent relationship and stakeholder management
- Operational excellence mindset
- Multi-tasking and time management
- HR Shared Services experience is an asset
- Experience in a service/call centre or production environment is an asset
- Experience with Payroll Administration is an asset
- Experience and/or post-secondary education focused on Human Resources is an asset
- Working knowledge of Workday and ADP GlobalView is an asset
Benefits
Comp & perks- The 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, with the choice to work from the office and virtually based on business, Client, and employee needs