HR Service Delivery Analyst

Accenture•Winnipeg, MB

1d•CA$23 - CA$47•Onsite

About The Position

As a Senior Analyst in People Services, Pension & Benefits, reporting to the Senior Manager of Pension & Benefits, you will support all Pension & Benefits administration practices. This role involves managing benefit deduction rate maintenance, configuration changes, and testing in collaboration with the People Process & Technology team. You will review Collective Bargaining Agreements for plan updates, document configuration specifications, and liaise with Labour Relations (LR) for clarity. The position requires communicating configuration requirements, coordinating testing, and providing approvals. You will also work with LR and HR on colleague and business lead communication needs, support the team in executing daily tasks according to standard operating procedures and service level agreements, and assist with Workday tasks during high volume periods. Additionally, you will facilitate knowledge transfer, training, and mentoring, provide direction on process requirements, promote efficiencies, investigate root causes of issues, and find solutions to complex problems with an understanding of their impact on other departments. You will manage escalations of Service Now tickets, analyze processes through flow charting, create process documentation, recommend and execute process improvements, and assist in reviewing ICC Narratives and controls. Supporting the manager in team management, promoting teamwork, assisting in hiring, training, and development, and providing performance feedback are also key aspects of this role. Building collaborative relationships, developing internal/external business relationships, and handling communication through conference calls to resolve issues with different business units are essential. You will share and present relevant information, organize ideas, solve complex issues independently, coach team members, ensure work meets expectations, establish discipline within processes, and align your action plan with team goals. Preparing and analyzing departmental scorecards and ad hoc reports, transforming data into insights, and making recommendations to support business operations are required. You are expected to attend weekly Huddles and Town Halls, be proactive in raising issues and questions with solutions, monitor project status, keep colleagues informed, stand behind organizational decisions, and receive and apply constructive feedback. You will also provide constructive feedback to your manager and peers, act as a go-to resource for the team, and facilitate knowledge transfer and mentoring.

Requirements

1-3 years of experience in Pensions and Benefits/HR field
Bilingual in French and English, strong communication skills, written and verbal in both languages
A Post Secondary education is required

Nice To Haves

Ability to work toward a future vision / state without having all necessary detail
Ability to interact with all levels with comprehensive consultative, partnering, facilitating, and influencing/negotiating skills
Strong integrity with ability to maintain confidentiality and manage highly sensitive information.
Superior written and verbal communication skills
Strong analytic skills and superior ability to problem-solve
Highly motivated, self-starter, requiring little direction
Strong emphasis on analytics and project/initiative management; meeting all deadlines and targets.

Responsibilities

Manage all benefit deduction rate maintenance and/or configuration changes including any necessary testing, working in conjunction with our People Process & Technology team.
Review of new or ratified Collective Bargaining Agreements for any additions or revisions to benefit and pension plans; both company sponsored and union trust.
Document all specifications for configuration, liase with LR where language is not clear.
Communicate requirements for configuration, coordinate testing and provide sign off/approval.
Work with LR and HR in regard to any colleague or business lead communication requirements
Support the team; ensure daily tasks of the team are executed within the company’s standard operating procedures and service level agreement.
Assisting with Workday Tasks, To Dos, Review Document, and Approval steps when volumes are high and additional resources are needed.
Facilitate knowledge transfer, training and mentoring of administration team.
Providing direction on process requirements and promoting efficiencies where possible.
Investigate to determine root cause for issue and downstream impacts.
Find solutions to complex issues, using judgement to identify the correct solutions and understanding the impact on other departments.
Manage escalations of Service Now tickets & inquiries that come through via email or the call centre which have received a tier 1 or 2 response and require further action/information.
Analyze different processes through flow charting and create process documentations
Recommend and execute process improvement and identify opportunities to attain efficiencies; seek opportunities to existing processes within the role/assigned tasks
Assist in reviewing and revising ICC Narratives and controls
Support the manager in managing the team and promoting teamwork
Assist in the hiring process, training and development of colleagues
Support the manager in providing feedback on colleagues’ performance
Build collaborative relationships within the work group to facilitate the flow of information; develop and maintain internal/external business relationships
Handle internal and external communication through conference calls and drive the discussion to understand the process and resolve issues with different business units
Share and present relevant information; organize ideas and present information as requested
Solve issues with medium to high complexity independently; assume personal responsibility and accountability
Effectively coach team members; ensure completed work is in line with expectations; establish discipline within processes by setting up controls and deadlines
Align own action plan with team goals and objectives; demonstrate understanding of organization's missions and strategies
Prepare and/or analyze periodic departmental scorecard
Prepare and analyze ad hoc reports as requested by the business; transform data into insight; make recommendations to support and drive business operations and strategic decision-making
Attending weekly Huddles and Town Halls and being present
Be proactive with raising issues and questions (and bring solutions to the table when you can).
Monitor projects / process improvement initiatives status
Keep colleagues informed about the organization (and bring colleagues into organization-wide decision-making).
Stand behind the organization’s decisions and work toward their realization, even if you would have chosen a different direction, but speak up when you feel things are not right.
Receiving and applying constructive feedback
Ability to provide constructive feedback to manger and peers
Support the team, be the go-to for questions, issues, and escalations
Facilitate knowledge transfer, training and mentoring of administration tea
Providing direction on process requirements and promoting efficiencies where possible
Investigate to determine root cause for issue and downstream impacts.
Find solutions to complex issues, using judgement to identify the correct solutions and understanding the impact on other departments.
Communicate requirements for configuration, coordinate testing and provide sign off/approval.
Work with LR and HR regarding any colleague or business lead communication requirements