Coordinator HR Center
About The Position
The Human Resources Operations Coordinator is responsible for delivering exceptional service to CN employees and leaders. The 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.
Requirements
- Minimum 5 years of customer service experience
- Minimum 3 to 5 years working with Systems, Applications and Products (SAP)
- Previous high-volume contact centre experience
- Previous HR experience
- Experience working with HR systems
- Bachelor’s Degree in Business Administration with a specialization in Human Resources, or equivalent
- Master’s Degree in a related discipline
- Chartered Professionals in Human Resources (CPHR) or in the process of becoming certified
- Demonstrates active listening
- Solves problems to create value
- Applies critical thinking
- Collaborates with others and shares information
- Sets direction and inspires others
- Communicates with impact
- Demonstrates agility and drives change
- General knowledge of Microsoft Office
- Knowledge and experience with case management systems and processes (e.g., Remedy, ServiceNow, Neocase, Salesforce)
- Fluently bilingual both written and verbal (English, French)
- Knowledge of accounting
Nice To Haves
- Any experience for these above would be considered as an asset
- Any designation for these above would be considered as an asset
- Any knowledge for any of the above would be considered as an asset
Responsibilities
- Responsible for all management staff actions
- Responsible for providing guidance on unionized staffing actions
- Act as a super user for data maintenance
- Participate in establishing and optimizing processes, procedures, and standards
- Ensure standard operating procedures
- Participate in data cleanup activities
- Support data quality and security audit
- Identify security weaknesses
- Participate in training activities
- 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 (e.g., Payroll) stakeholders
- Leverage relationships to collaborate on complex inquiries ensuring service quality and accuracy
- Participate in establishing and optimizing processes, procedures, and standards
- 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
- Contribute to establishing and optimizing processes, procedures, and standards in the various Centre of Excellence
- Complete various tasks for the Centre of Excellence including but not limited to, benefits, pension, learning, recruiting, wellness initiatives and recognition program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
