Employee Services Specialist

Canadian Tire Corporation • Toronto, ON

6d • $27 - $45 • Hybrid

About The Position

Reporting to the AVP, this role plays a key part in resolving a high volume of day-to-day employee inquiries and requests while ensuring accurate documentation and resolution. The specialist will identify trends and opportunities based on employee interactions and contribute to training plans and resources for internal and external stakeholders. Gathering feedback through cases and knowledge articles is essential for identifying areas for improvement and supporting action plans. This role requires strong case management skills, self-direction, team collaboration, the ability to identify and escalate complex or time-sensitive inquiries, and a high focus on delivering a valued-added and impactful employee experience. This role is an in-office position Monday to Thursday, with Friday being virtual.

Requirements

• Minimum of 2-4 years of progressive Human Resources experience with at least 2 years of functional Workday experience, and previous case management experience with a focus on employee experience-related functions.
• Bachelor’s degree in human resources or a related field (or equivalent experience).
• Experience contributing to special projects and process improvement opportunities.
• Strong knowledge to support HR-related tasks, processes, services, programs, policies and cyclical events at Canadian Tire Corporation.
• Stay up to date on any changes, anticipating updates to knowledge articles and related resources.
• Business acumen and the ability to exercise judgment, such as maintaining confidential information with sensitivity and discretion.
• Excellent communication (written & verbal), relationship building, presentation, and interpersonal skills required.
• Demonstrated thorough knowledge of human resources policies and processes.
• Stays up to date with changes and anticipates impacts on the employee experience.
• Must be able to manage multiple priorities effectively, demonstrate close attention to detail, objectivity, be results-oriented, show initiative and creativity, and action focused.
• Curious and creative thinker with an innovative, growth mindset in approaching challenging problems.
• Demonstrated problem-solving abilities with a focus on providing effective solutions while understanding the big picture.
• Strong interpersonal skills for seamless collaboration with partner teams and employees at varying levels of technical proficiency.
• Knowledge of Workday set-up and experience working on Workday Help to support the People Experience (PEX) aspect of Workday Release Management upon request.
• Advanced knowledge of Microsoft Office Suite, particularly Microsoft Excel and PowerPoint programs and other applications; Jira, Share Point.
• Commitment to continued learning by actively participate in the Workday Community platform by joining relevant groups, forums, and discussions to stay on the latest enhancements and best practices.
• Flexibility to work around different time zones.

Nice To Haves

• Fluency in both English and French is considered an asset.

Responsibilities

• Support a high volume of day-to-day employee inquiries (via case management, phone and email), while maintaining a strong knowledge of Workday business processes, HR programs, policies and offerings across the enterprise.
• Ensure accurate documentation of inquiries, categorization and action based on urgency to drive through to case resolution while leveraging effective case management practices, while engaging partner teams as required.
• Provide feedback for Workday Help training based on trends, opportunities and experiences.
• Support to set the standard for employee engagement through case management practices.
• Contribute to the documentation of internal team practices for consistent employee support.
• Identify opportunities to continuously improve the overall employee experience from a case management, knowledge management, and business process lens.
• Maintain knowledge of trends, best practices and new capabilities to drive efficiencies.
• Provide feedback for tools and guides to support employees and internal stakeholders in navigating Workday processes efficiently and consistently.
• Support the maintenance of the Knowledge Articles within the established framework, including storage and maintenance of all documents, as required.
• Support the Knowledge Article updates in Workday requested by COE's in addition to internal resources in support of a positive employee experience.
• Support the annual review of all case questionnaires to ensure continuous improvement aligned with the employee experience.
• Provide Workday access to terminated employees when automation is not available following required authentication protocols.
• Learn and adopt to new functionality and enhancements and offer feedback as requested.
• Maintain an understanding of Workday business processes and dependencies (eligibility rules, validations) to support employee inquiries and identify opportunities to enhance and streamline the employee experience as the first point of contact.
• Work well alongside partner teams to deliver effective HR processes, best practices, standard and initiatives.
• Self-management with support as required to provide employee support and ensuring all deliverables are met including cyclical events by actively learning about requests and team deliverables.
• Participate in projects related to the enhancement of the employee experience using an enterprise-wide lens and leveraging a centralized place of knowledge to support design decisions.

Benefits

• Career growth opportunities
• Product discounts
• Competitive salaries and wages
• Store discounts
• Supported learning through our Triangle Learning Academy
• Canadian Tire Profit Sharing
• Retirement and savings programs for eligible employees
• Mental health benefits in the amount of $5,000 per year for benefits-eligible employees and their families
• Total well-being, and mental health tools and resources for all employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level