Bilingual (Fr/En) Human Resources, Service Centre Associate

 

We are looking for a Bilingual Human Resources Service Centre Associate

The Employee Experience Centre is responsible for acting as a first point of contact for inquiries through multiple HR service delivery channels (phone calls, emails, case management system). The team receives and responds to employee requests concerning HR policies, procedures, and processes appropriately routing requests and working cross functionally with other support functions to resolve open cases in a timely fashion embodying the Employee Promise through interactions with employees and leaders.

The HR Service Center Associate is responsible for the timely delivery of quality service to employees and managers with respect to employee records, payroll updates, absence management and Human Resources policies and practices.  This role requires strong customer focus and communication skills as well as a high degree of proficiency in HR systems and processes. 

 

 What you will do: 

• Handle incoming/outbound employee inquiries through 1-800, emails, web form and entry to case management system in real time
• Responsible for receiving, routing, resolving, and properly closing all HR inquiries within their specialty or assignment in an accurate and timely manner.
• Process transactions in Employee Central, SAP or other systems
• Ownership for resolution of escalated, employee issues
• Educate employees and managers about the location, purpose and functionality of HR information and self-service tools
• Participate as a subject matter expert for large projects, initiatives and process improvements; provide guidance and direction to other team participants as needed
• Perform quality checks / audits and provide feedback to Leaders regarding results and trends
• Ensure process documentation is accurate and up-to-date
• Partner with the Manager to regularly review performance outcomes against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
• Interacts cross functionally with Centers of Expertise (COEs) and HR Business Partners (HRBPs), Human Resources Information Systems (HRIS) and various departments within HR to ensure handoffs, communication and interactions are customer focused, seamless and delivered with high quality
• Assignment of special projects when required

What you will bring:

• Post secondary education - college or university
• Strong attention to detail and process acumen
• Strong communication skills
• Customer centricity - putting the customer (in this case employees) at the centre
• Proven analytical and problem solving skills, complemented by strong organizational and multi-tasking skills
• Ability to deal tactfully with sensitive issues in a confidential matter
• Ability to work in a fast paced, deadline driven team environment
• Ability to translate technical information into a format that can be readily understood by a non technical audience
• Knowledge of SAP or similar HR technology an asset
• Intermediate skills in Microsoft Office (Word, Excel and Outlook)
• Bilingualism (French, English) is required to answer calls from French and English speaking customers across Canada 

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Montreal, Toronto, London, Winnipeg. 

 

The base salary for this position is between  $43,800- $72,900 annually.  This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc).  If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

 

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

 

Be your best at Canada Life- Apply today!

 

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

 

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

 

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

 

Canada Life serves?the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.?

 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee?has the opportunity to?reach their potential.?

 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

 

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.