Senior HR Associate, Experience Operations
Acuity
full-time
Posted on:
Location Type: Office
Location: Thornhill • 🇨🇦 Canada
Visit company websiteJob Level
Senior
About the role
- You are responsible for receiving, processing, researching, troubleshooting, and escalating inquiries through the Experience Center.
- Serve as the primary point of contact for HR inquiries and requests that cannot be answered and/or handled via direct access.
- Respond to a wide range of questions regarding benefits, onboarding, employment, compensation, training, policies, and procedures (relying on the organization’s knowledge base where applicable).
- Resolve employee requests or issues by applying standard administrative procedures and agreed practices.
- Lead projects as defined by management, including developing a project plan with milestones and deliverables, running meetings, providing regular project updates, and meeting project deadlines.
- Interpret policies and advise employees.
- Maintain performance against established KPIs (resolution time, average handling time, average wait time, average response speed, escalation rate, abandoned calls, etc.), with goals of first-call resolution and associate satisfaction.
- Contribute to the development of reference articles for the HR knowledge portal, where applicable.
Requirements
- High school diploma required
- 1–2 years of experience in human resources management required
- Bilingual in English and French
- Bachelor's degree in Human Resources, Business Administration, or a related field.
Benefits
- Maintain strict confidentiality of all work and information.
- As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans.
- Accommodations for applicants with disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly state the type of accommodation you are requesting and for which application.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
human resources managementproject managementKPI analysisemployee onboardingbenefits administrationpolicy interpretationtroubleshootingadministrative proceduresreference article development
Soft skills
communicationproblem-solvingleadershiporganizational skillscustomer serviceteam collaborationtime managementadaptability