HR SERVICE REPRESENTATIVE CANADA / REPRÉSENTANT DU SERVICE DES RH DU CANADA

at  Victorias Secret

POSITION SUMMARY

Canadian HR Service Representative working to support associates and managers with HR inquiries and issues (personal, payroll, benefits, etc.) primarily via phone and email. This role will operate in a call-center type environment and will work primarily remotely (access to a Montreal office is available).

QUALIFICATIONS

• Fluency in English and French Canadian – verbal and written
• Excellent communication skills
• Strong attention to detail and accuracy
• Strong customer service skills & ability meet department service delivery metrics
• Ability to work in a team environment to achieve goals

EDUCATION

• Pursuing College Degree preferred

• Operate within a service center/call operations environment to respond to associate inquiries (40% via phone, 60% via email); provide support to Managers and associates
• Meet department service delivery metrics
• Timely and accurate completion of all assigned tasks (audit reports, ROE processing, insurance payment processing, etc.)
• Understand and navigate HR systems to troubleshoot, enter transactions/data, analyze data, and provide reporting, as needed: Case Management, HCM (Oracle), timekeeping (Kronos) – analyze data and process
• Manage vendor relationships to ensure data accuracy – review and analyze data, coordinate corrections.
• Participate in system testing, as needed
• Answer associate benefit questions – Analyze bi-weekly payroll benefits file and HRIS load errors and partner with vendor for escalation and resolution
• Answer associate/manager payroll questions – processing adjustments, missing payments, rejected transactions, researching issues and provincial legislative questions
• Manage the leave of absence for associates including follow up on return to work date, benefit payments, and partnering with vendors on long term disability cases
• Understand and analyze Canadian absence plans; process corrections or payouts, as needed.
• Manage and fully understand the Record of Employment (ROE) process along with issuing individual ROE as needed
• Responsible for reconciling and submitting Canadian benefits payment for group benefits, retirement plan and other 3rd party vendors
• Calculate and process severance based on provincial legislation guidelines, add payments and benefit deductions for payroll processing and partner with vendor for benefits extensions
• Coordinate with other functional groups as necessary
• Provide excellent customer service to all customers
• Document all calls and emails in HR Direct call tracking system
• Engage Supervisor for issue resolution as needed