Senior Associate, HR Service Centre

The Salvation Army in Canada

. Provide first-level support to people managers concerning HR policies and programs, including processing transactions over the phone .

Posted 9/15/2026full-timeRemote • CanadaSenior💰 CA$58,531 - CA$87,818 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in HR policies and programs, providing first and second-level support while maintaining confidentiality and professionalism. Strong ability to manage inquiries, foster relationships, and contribute to knowledge base development in a fast-paced HR service environment.

Highest-signal resume keywords

HR Policy InterpretationCustomer Service SkillsInquiry ManagementConfidentiality StandardsEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Inquiry Management ToolServiceNowRemote TroubleshootingDocumentationHelp Sheet Development

Soft Skills

EmpathyActive ListeningOrganizational SkillsTime ManagementCollaboration

Certifications & Qualifications

Post-Secondary Certificate or Diploma in Social Sciences or Human Resources

Industry Keywords

HR Service CentreEmployee InquiriesTransaction ProcessingEscalation ProceduresStakeholder Relationships

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide first-level support to people managers concerning HR policies and programs, including processing transactions over the phone
Provide second-level support for employee inquiries concerning HR policies and programs
Support incoming HR Service Centre requests via telephone and ServiceNow web forms
Log and track complex inquiries using an inquiry management tool
Maintain procedures and processes for inquiry escalation
Foster relationships with Ministry managers and mentor Junior HR Administrators
Interpret policies and procedures and assist with escalating sensitive issues
Evaluate, document, and escalate incidents to the appropriate resolution tier
Use remote tools and diagnostic utilities for troubleshooting
Contribute to the HR Service Centre knowledge base and training initiatives
Identify common issues and develop help sheets and FAQ resources with the QA Service Manager

Requirements

What you’ll need

Post-secondary certificate or diploma in social sciences, human resources, or related field of three academic years
A minimum of three years of relevant experience
Commitment to and understanding of The Salvation Army’s mission and values and their application within an HR service environment
Highest standards of confidentiality and professionalism when handling sensitive employee and organizational information
Exceptional customer service skills
Effective verbal and written communication skills
Strong organizational and time-management skills
Ability to manage multiple tasks and inquiries simultaneously in a fast-paced environment
High attention to detail
Empathy, active listening, and sound judgment
Collaborative, professional, and service-oriented approach to stakeholder relationships

Benefits

Comp & perks

Reasonable accommodation upon request