HR Service Centre Associate (Bilingual French/English)

The Canada Life Assurance Company • Montreal, QC

2d • Hybrid

About The Position

The HR Service Centre is the first point of contact for employees and leaders who need HR support. Inquiries come in by phone, or through our case management system. We provide timely, accurate, and customer-focused guidance on HR policies, processes, and systems, ensuring issues are routed and resolved smoothly. In every interaction, we reflect the Company values and the HR Operations Purpose, contributing to a consistent, high quality employee experience.

The HR Service Centre Associate provides efficient, accurate, and supportive service in areas such as employee records, payroll updates, benefits, absence management, and HR policies and practices. This role requires strong customer focus, clear communication, solid knowledge of HR systems, case management tools, and standard operating procedures. The Associate works collaboratively with HR partners to ensure employees and leaders receive a smooth, end-to-end service experience.

Requirements

• HR experience or certification (or willingness to pursue certification)
• Strong attention to detail and commitment to process accuracy
• Excellent communication skills with the ability to explain complex or technical information clearly and empathetically
• Customer-centric mindset, consistently placing employees at the center of decision-making and interactions
• Strong analytical and problem-solving skills, with the ability to work through issues using SOPs, system data, and sound judgement
• Comfort working in a fast-paced, high-volume environment with competing deadlines
• Intermediate proficiency with Microsoft Office (Word, Excel, Outlook)
• Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking needs.

Nice To Haves

• Knowledge of ECP, Employee Central, or similar HR technologies is an asset

Responsibilities

• Act as the first point of contact by handling inquiries through phone and the case management system in real time
• Receive, triage and resolve HR inquiries within assigned queues, meeting service level agreements and quality expectations
• Understand HR transaction types and their coding within Employee Central, ECP, and other HR systems, ensuring alignment with policies and procedures
• Own the resolution of escalated issues, conducting research, applying standard operating procedures (SOPS), and collaborating with cross-functional teams when necessary
• Educate employees and leaders on HR tools, self-service resources, policies, and navigation to support successful self-service interactions
• Serve as a subject matter expert on assigned processes or projects; contribute expertise to initiatives, system enhancements, and process improvements
• Identify trends and share insights with the team and leader to improve accuracy, consistency, and employee experience
• Ensure knowledge documentation remains current, updating SOPs and ServiceNet articles to support continuous learning and operational consistency
• Partner with your leader to regularly review SLA and key performance indicators (KPI), identifying root causes, opportunities for improvement, and patterns impacting service delivery
• Collaborate cross-functionally with HR Business Partners (HRBPs), Payroll, and other HR partners to ensure seamless handoffs, clear communication, and high-quality service outcomes
• Contribute to special projects and team initiatives, supporting operational excellence and continuous improvement

Benefits

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
• Financial Security: Company-matching pension plan, share ownership program and additional investment options.
• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed