HR Operations Coordinator III

TD•Toronto, ON

1d•Onsite

About The Position

Provide a broad range of operational process support and/or perform general to specialized transactions and/or other processing activities for own functional area. This role involves processing various transactions accurately and on time, supporting HR programs, providing first-level analysis for business issues, and maintaining optimal employee and partner service. The position requires adherence to customer service standards and the Customer Experience Model, with the ability to refer or escalate issues as necessary. It also involves identifying opportunities for service improvement and maintaining effective working relationships with internal and external partners.

Requirements

Undergraduate degree
1+ years relevant experience

Responsibilities

Process various transactions accurately, on time and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
Support various HR programs and processes, providing first level analysis to resolve business issues
Provide optimal employee and partner service, including guidance and advice on programs and procedures, while adhering to customer service standards and Customer Experience Model
Refer or escalate processing or operational issues where necessary to ensure a high level of service is maintained
Identify opportunities to improve service delivery and support process improvement initiatives
Maintain working relationships with external and internal partners including responding to questions and/or concerns in an effective and timely manner
Prioritize and manage own workload to meet SLA requirements for service and productivity
Follow internal and industry regulations and operating practices in completing and recording transactions for either the organization or clients
Escalate non-standard or high risk transactions or other activities as deemed appropriate
Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
Complete investigations – report / escalate risk issues or process gaps identified
Access systems, know and apply system capabilities, ensure update of information is completed timely and accurately
Adhere to standardized documentation procedures
Update and contribute to the preparation of procedural documents in support of day-to-day operations
Be knowledgeable and/or aware of industry developments from a HR program and regulatory perspective for own area
Participate fully as a member of the team, promote team effectiveness and contribute to a positive work environment
Support the team by continuously developing knowledge in own area
Participate in personal performance management and development activities, including cross training within own team
Keep others informed and up-to-date about the status/progress of projects and all relevant or useful information related to day-to-day activities
Contribute to a fair, positive and equitable environment that supports a diverse workforce
Act as a brand champion for the business area/function and the bank, both internally and/or externally
Work within broad and/or non-standard parameters, involving multiple steps, systems, and jurisdictions and where there could be a lack of market standard/ practice, referring to a more senior role when necessary
Require specialized expertise and performs multiple and/or diverse tasks that are highly complex, involving multiple steps, systems, and jurisdictions
Expert on HR programs, end-to-end processes and systems for own specialized area
Handle 1st level escalated issues and provides work guidance and direction or acts as a working team lead and resource to others
Accountable for resolving exceptions, non-standard issues / transactions and/or escalating to appropriate level where further clarity or interpretation of more complex policies or rules is required
Provide process / policy guidance to others – internal partners/clients
Focus of work is weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required
May involve cross-functional teams across TD and/or involving external contacts