HR Service Centre Senior Associate (Bilingual)

About The Salvation Army

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Vision Statement

We are an innovative partner, mobilized to share hope wherever there is hardship, building communities that are just and know the love of Jesus.

Core Values

The Salvation Army Canada and Bermuda has four core values :

Hope : We give hope through the power of the gospel of Jesus Christ.

Service : We reach out to support others without discrimination.

Dignity : We respect and value each other, recognizing everyone’s worth.

Stewardship : We responsibly manage the resources entrusted to us.

About the Position

The HR Service Centre Senior Associate supports inquiry management and workforce administration for Mission Partners. This position supports the delivery of human resources programs, policies, and processes primarily to people leaders and acts as an escalation for employees.

KEY RESPONSIBILITIES

Inquiry Management :

• Provide first level support for all people managers concerning HR policies and programs. This may include support with processing transactions over the phone.
• Provide second level support for employee’s inquiries concerning HR policies and programs, leveraging Ministry Unit and Centre of Expertise specific knowledge and expertise.

On occasion, this role may receive overflow employee calls during peak call volume.

• Provide support of incoming requests to the HR Service Centre via telephone, and Service now web forms, to ensue courteous, timely and effective resolution of the user’s issues.
• Log and track complex inquiries with inquiry management tool.
• Provide and maintain procedures and processes for inquiries escalation.
• Foster strong and positive relationships with Ministry managers and serve as a mentor for Junior HRAs within the HR Service Centre
• Interpret policies and procedures and assist with escalation of sensitive issues within TSA.
• Escalate incidents with accurate documentation by evaluating issues, documenting relevant details, and determining the appropriate tier for resolution based on complexity and nature of the request This may include HR Operations, a Centre of Expertise or HR Business Partner.

Use remote tools and diagnostic utilities to aid in troubleshooting.

• Contribute to HR Service Centre knowledgebase and training as needed.
• Identify common issues and appropriate solutions based on their own work and discussions with others then develop help sheets and FAQ lists for end users.

This is done by partnering with the QA Service Manager.

QUALIFICATIONS AND EDUCATION REQUIREMENTS :

• 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.

PREFERRED SKILLS / CAPABILITIES :

• Develop an understanding and support for the mission and purpose of The Salvation Army in Canada and its implications as related to position responsibilities.
• Ability to keep confidentiality at all times.
• Excellent customer service skills.
• Effective written and oral communication skills.
• Strong organizational skills and ability to prioritize tasks.
• Ability to juggle multiple tasks at the same time.
• Attention to detail.
• Ability to empathize with people and view the inquiry and issue from their perspective.
• Ability to provide an original copy of a Background Check that is satisfactory to The Salvation Army, in its sole discretion, is required.
• Bilingual - Fluent in English and French

Compensation

The target hiring range for this position is $47,284 to $59,105 with the ability to progress to a maximum of $70,927. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

Other Details

The Salvation Army will provide reasonable accommodation upon request. Please let us know if you have a need for any accommodation.

We thank all applicants and will contact candidates selected for next steps. Internal Applicants are encouraged to notify their current supervisor when applying for a new position within The Salvation Army.