Act as first point of contact for all inquiries received by telephone or the case management system from Employees, Supervisors, and HR colleagues in relation to HR or Payroll policies and processes
Address routine questions about company policies, benefits plans, leave policies, payroll, and general HR procedures through phone calls and the case management system
Distribute standard HR forms, educate on company guidelines, and provide basic information on employee rights and responsibilities
Provide guidance and support with benefit enrollment and ensure all appropriate paperwork and information is received
Support employees with password resets, provider tool navigation, and technical troubleshooting where able
Work with internal subject matter experts (SMEs) and other departments to resolve questions and processing issues
Identify complex issues that require investigation or specialist support and route them to the appropriate HRSC department
Provide support and educate employees on systems such as SuccessFactors (myHR), Employee Self Service, Emp Center, EZ Labor, Workforce, or third-party resources including Equifax (e.g., navigation and functional assistance)
Maintain effective and accurate information received into HR Operations via case management/call tracking systems
Manage and maintain employee files in both electronic and physical formats
Participate in HR Operations projects or support other HR colleagues as required
Provide exceptional customer service to employees from a diverse organization, offering information relevant to HR Services or redirecting inquiries as appropriate
Achieve mastery of HR Operations knowledge by engaging in cross‑training activities to upskill personal knowledge and experience across all functional areas
Develop a strong understanding of HR policies and procedures to make administrative and procedural recommendations and exercise sound judgment on sensitive issues in alignment with corporate policy and regulations
Support ongoing development and continuous improvement initiatives within HR Operations by contributing to process documentation updates and team ways of working
Ensure work is managed effectively and efficiently through company systems and demonstrate adaptability to new or changing technologies
Safeguard employee privacy by maintaining confidentiality and protecting sensitive information

Requirements

Diploma, Bachelor's Degree, or equivalent (HR or business-related education preferred)
1 year HR Support Services or administrative experience preferred, or similar relevant experience
Ability to write clearly and succinctly in a variety of communication settings and styles
Customer-centric orientation with understanding of customer behaviors, expectations, and feedback
Ability to troubleshoot and respond to employee inquiries by telephone or email
Strong attention to detail with the ability to maintain accuracy in a fast-paced environment
Proficient in Microsoft Office 365, SAP or SuccessFactors, and HR master data processes
SharePoint knowledge or HR intranet understanding
Experience with Canadian and/or U.S. HR data, business rules, and legislative requirements
Understanding of state/provincial pay regulations
Experience utilizing case management systems; ServiceNow considered an asset
Demonstrated self-motivation, analytical and problem-solving skills, and initiative to achieve desired outcomes
Motivation to develop and progress within an HR team
Ability to manage multiple tasks simultaneously with strong results and goal orientation
Comfortable working with multiple functions in a multitasking, deadline-oriented team environment
Solution-oriented with the ability to collaborate and build strong relationships with stakeholders, peers, and team members
Willingness to continuously improve personal performance and contribute to HR Operations improvements
Flexibility regarding work schedule, including potential overtime or weekend work during peak periods
Ability to work effectively in a fast-paced, deadline-driven team within an open-plan corporate office environment

Benefits

Comprehensive medical, dental, vision coverage, and life insurance
Disability coverage for positions working more than 30 hours per week
Retirement program with generous matching employer contributions
Paid vacation, sick days, and holidays
Paid personal and maternity/parental leaves
Employee and Family Assistance Program
Annual incentive plan eligibility

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

HR Support Servicesadministrative experiencetroubleshootingcase management systemsHR master data processespayrollbenefit enrollmentdata accuracyprocess documentationcustomer service

Soft Skills

clear communicationcustomer-centric orientationattention to detailself-motivationanalytical skillsproblem-solving skillsinitiativemultitaskingsolution-orientedflexibility

Certifications

DiplomaBachelor's Degree