Human Resources Operations Coordinator

Job Summary

The Human Resources Operations Coordinator is responsible for delivering exceptional service to CN employees and role operates in a high-volume contact centre environment with a focus on service delivery excellence as well as responding to customer inquiries related to policies, programs and processes covering a wide spectrum of Human Resources (HR) topics.

The role is accountable for ensuring employee data integrity, entering master data changes and completing all management staffing actions across CN.

Moreover, the incumbent provides support to HR Centers of Excellence by completing tasks such as employee record requests, recruitment activities, HR invoice processing.

Main Responsibilities

Employee Master Data

• Responsible for all management staff actions
• Ensure standard operating procedures
• Participate in data cleanup activities
• Support data quality and security audit
• Identify security weaknesses
• Participate in training activities
• Participate in establishing and optimizing processes, procedures and standards

Service Centres

• Respond to employee and leader inquiries using an omni-channel strategy
• Leverage case management software
• Investigate employee concerns by collaborating with other HR team members, focusing on timely and accurate resolution of issues
• Act as a first point of contact for employee inquiries regarding manual and technology-enabled HR business processes
• Develop and maintain productive relationships with team members and other HR and non-HR (, Payroll) stakeholders
• Leverage relationships to collaborate on complex inquiries ensuring service quality and accuracy
• Participate in establishing and optimizing processes, procedures, and standards
• Participate in day-to-day US Family Medical Leave of Absence (FMLA) and Leave Management activities

Centre of Excellence Supporting Activities

• Support candidates with the completion of the background check
• Support employees with the Onboarding process
• Assist with the booking of interviews
• Prepare and complete employee record requests
• Payout of employee referral program
• Process HR internal invoices
• Complete various tasks for the Centre of Excellence including but not limited to, benefits, pension, learning, recruiting, wellness initiatives and recognition program
• Contribute to establishing and optimizing processes, procedures, and standards in the various Centre of Excellence
• Participate in various ad-hoc projects

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress.

This is a results-based working environment where performance is monitored and measured based on case resolution quality and quantity.

Requirements

Experience

Customer Service and Human Resources

Minimum 1 to 3 years of customer service experience

oMinimum 1 to 3 year working with Systems, Applications and Products (SAP)

oPrevious HR experience*

oPrevious high-volume contact centre experience*

Any experience for these above would be considered as an asset

Education / Certification / Designation

• Bachelor’s Degree in Business Administration with a specialization in Human Resources, or equivalent
• Chartered Professionals in Human Resources (CPHR) or in the process of becoming certified*
• Any designation for these above would be considered as an asset

Competencies

• Demonstrates active listening
• Solves problems to create value
• Applies critical thinking
• Collaborates with others and shares information
• Communicates with impact
• Demonstrates agility

Technical Skills / Knowledge

• Knowledge and experience with case management systems and processes such as Service Now
• Knowledge and experience with HCM such as SuccessFactors
• Knowledge and experience with SAP HR ECC
• General knowledge of Microsoft Office
• Fluently bilingual both written and verbal (English, French)*
• Knowledge of accounting*
• Any knowledge for any of the above would be considered as an asset
21 hours ago