WHO YOU ARE

You are a service oriented individual who is excited to be a part of a fast-growing organization that enables the best to be even better. You have a passion for exceeding employee expectations when it comes to answering employee questions or resolving issues. You love to improve processes to make the customer or end user experience even better. You love working in a collaborative team environment, but also enjoy your autonomy to accomplish tasks and provide excellent service to our Dental Practices. As an individual who is driven by excellence, you are eager to contribute the success of one of Canada’s Best Managed companies.
If the successful candidate is Ontario-based, this position is based out of Dentalcorp’s Toronto Support Centre and is a four day a week in office opportunity from Monday to Thursday. If the successful candidate is Alberta-based, this position will be remote. Reporting to the Manager, People Services, you will be providing operational support for the newly created HR Shared Services Team (DC Connect).

PURPOSE OF THE POSITION

The People Services Coordinator acts as the front-line to HR Services and uses knowledge management/case management tools and experience to provide first level inquiry management and resolution.
The People Services Coordinator completes data and transaction processing and management for core processes where self-service is not available (e.g., new hire onboarding, separations, employee data administration, etc.).
This role focuses on documenting, handling, and resolving HR customer inquiries, while focusing on service delivery, coordination with other HR team members, and continuous improvement

IN THIS ROLE, YOU WILL

• Overall be responsible for inquiry resolution in an efficient and courteous manner, as well as day-to- day transaction processing in case management system and HRIS system
• Escalate / redirect contacts where guidance or clarification of policies and procedures as required
• Document inquiries with accurate classification and resolution action
• Provide support and guidance on workflow of direct access transactions based on policies and guidelines in cases where assistance is required
• Flag where Knowledge Management systems need to be updated with content to help with future inquiry resolution and / or employee and manager direct access
• Promote the customer experience and increase satisfaction through efficient and courteous service
• Enter data and complete transactions as it relates to employee or master data, onboarding, compensation, employee separations, time entry, performance, compensation, and contingent worker support in appropriate systems
• Collect completed and legislatively required documentation (electronic and/or paper) and ensure HR system data is complete and accurate
• Implement process and content changes as directed by the Centres of Expertise
• Audit completed transactions and data to ensure accuracy and follow up where required
• Distribute reports as required to HR customers; share frequent custom reports as suggestions for standardized reports to HR systems team
• Resolve data entry issues and employee data corrections as required
• Consult programs, policies, and key documentation to resolve employee inquiries
• What we’re looking for
• Undergraduate degree with a focus in Human Resources Management or a related field, or a combination of education, training and experience deemed equivalent
• Minimum of 2 to 3 years’ human resources experience
• Analytical abilities to monitor service levels, performance, and metrics to inform course of action
• Detail-oriented to ensure completeness and quality of information entered into HR systems
• Ability to adapt communication style to suit stakeholder and situation; ability to be patient, empathic, and persuasive
• Action-orientation, to take initiative and execute tasks efficiently and effectively within service framework
• Knowledge and experience across multiple HR domains to support inquiry resolution, and redirecting escalated and/or complex cases to the appropriate stakeholder group
• Exposure to digital HR solutions to coach others in their use (i.e., self-service and HRIS data entry)
• Collaboration and teamwork across HR and other departments to enable operation of the service delivery model
• Strong relationship management and interpersonal skills to a wide variety of stakeholders interacting with the People Services team
• Knowledge of applicable laws and legislations
• Strong written communication skills to answer employee inquiries, write FAQs, or build project documentation to support continuous improvement
• Bilingualism in French and English is considered an asset