Coordinator, Employee Service Centre

Regional Municipality of Peel•Mississauga, ON

2d•CA$75,696 - CA$94,621•Hybrid

About The Position

Peel Region is seeking a Coordinator to provide expert support on pay, benefits, onboarding, HR policies, and OMERS through the ServiceNow platform. With a strong customer service orientation, the Coordinator ensures effective communication and timely responses to meet service level agreements (SLAs), while maintaining compliance with policies, collective agreements, and legislative requirements.

Requirements

Post-secondary education in Human Resources, Business Administration, Accounting, or a related field.
Minimum of 3 years of experience processing employee payroll and HR transactional data.
Experience with HR technology systems, particularly SAP and ServiceNow.
Experience in creating and maintaining knowledge base content and identifying opportunities for form and workflow improvements.
Prior experience utilizing ticket management systems, with familiarity in ServiceNow being a plus.
Strong understanding of payroll administration, HR policies, and collective agreements.
Knowledge of CRA regulations, OMERS administration, and the Employment Standards Act.
Proficiency in Microsoft Office Suite, particularly Excel, Word, and Outlook.
Demonstrated analytical and problem-solving skills with attention to detail.
Effective verbal and written communication skills to engage with diverse audiences.
Strong organizational and time management skills to manage multiple priorities in a fast-paced environment.
Interpersonal and customer service skills to maintain effective relationships with employees and stakeholders.
Ability to work independently and as part of a collaborative team.
High level of professionalism, confidentiality, and diplomacy.

Responsibilities

Serve as the primary point of contact for employee inquiries regarding pay, benefits, onboarding, HR policies, programs, and OMERS.
Respond to employee questions via ServiceNow, ensuring accurate and timely communication.
Analyze and provide guidance to employees, managers, and HR associates on payroll and HRMS-related issues.
Process and maintain accurate HRMS employee transactions, including new hires, transfers, leaves, retirements, terminations, and benefits changes.
Administer biweekly processes, ensuring compliance with policies, collective agreements, and CRA regulations.
Verify data accuracy on employee pay lines, including acting premiums, retroactive payments, and deductions.
Process Records of Employment (ROEs), garnishments, and union dues.
Contribute to the development, organization, and upkeep of knowledge articles within the Employee Service Centre knowledge base to enhance self-service capabilities.
Assist in the review and improvement of forms to optimize workflows and streamline processes within the Employee Service Centre and SAP.
Enroll employees in OMERS and benefit plans while maintaining up-to-date knowledge of plan policies.
Process benefits-related changes, such as marital status updates, beneficiary changes, and arrears calculations.
Coordinate with Accounts Receivable for benefit deductions during employee absences.
Prepare and analyze biweekly and monthly reports and remittances.
Maintain accurate electronic employee records and assist in updating procedure manuals and user guides.
Respond to requests for payroll and HR-related information from internal and external stakeholders, including Service Canada and CRA.
Deliver exceptional customer service, ensuring inquiries are resolved professionally and within SLAs.
Collaborate with HR teams to identify and address trends, issues, or process improvements.
Provide basic navigation instructions for HRMS and ServiceNow to clients and employees.