Job Description

• People Services representatives provide first point of contact to colleagues and managers for all People transactional inquiries such as People policies, processes and programs where self-service is either unavailable, or where the query cannot be resolved through the self-service channel available. Handling Tier 1 inquiries and issues and providing service directly or ensuring proper follow through by Tier 2 team. This role also assists in maintaining knowledge base – record and document colleague interactions and create and utilize standard processes and or knowledge articles to respond consistently to inquiries.

Key Responsibilities

• Respond and/or process colleague and manager inquiries and requests on basic transactions regarding People policies, and procedures and programs; personnel changes into our systems e.g. new hire related data, colleague transfers, promotions, salary increases, work schedule, work location, name and address changes, annual. Leave, leave of absence, benefits & reward, terminations etc. in writing or via telephone, as appropriate using the agreed upon knowledge documents and processes
• Direct colleagues and line managers through queries via self-service, redirection to appropriate sources of information or through available policies and Knowledge Hub
• Support People colleagues regarding the processing of People policies, procedures and programs; partner with other People colleagues to resolve issues for where additional information is required. Determine which queries require specialist support and escalate complex enquiries to appropriate parties and keep informed of multiple policies and legacy terms and agreements to ensure advice and administration is appropriately actioned
• Embrace and use People Services technology to track colleague cases and resolutions and file relevant data and files appropriately
• Document colleagues’ request in case management application; continuously improve information and processes to ensure the proper level of service.

Skills, know-how and experience:

Must have:

• Ability to perform a range of routine HR administration duties through experience in generic administration activity e.g. data processing, record management, minute taking etc.
• Strong verbal and written communication skills
• Good organisation and problem-solving skills
• Ability to accurately enter and manage sensitive data and confidential matters
• Ability to deal with difficult conversations and interactions with colleagues
• Tech Savvy with experience with basic Microsoft Office functionality (e.g. Word, Excel, Outlook)

Preferred Experience and Qualifications:

• Bachelor’s degree or equivalent experience preferred
• HR related experience with experience working in a Shared Service Centre preferred
• Demonstrated experience delivering exceptional customer/colleague service; sometimes under tight timeframes
• Knowledge of general HR processes and practices and ability to interpret them towards a case
• Knowledge of HRIS and case management systems preferred