KNOWLEDGE AND SKILLS -

• 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
• Collaboration and teamwork across HR and other departments to enable operation of the service delivery model
• Influence and negotiation skills to manage relationships with vendors, clients, and internal teams
• Knowledge of end-to-end processes and HR transactions to support PEX delivery
• Knowledge of applicable laws and legislations; knowledge of collective bargaining agreements
• Knowledge of change management and continuous improvement principles

EDUCATION AND EXPERIENCE -

• 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 years’ human resources experience, preferably in the public sector and/or unionized environment
• Knowledge and experience across multiple HR domains to support inquiry resolution, and redirecting escalated and/or complex cases to the appropriate stakeholder group
• Experience with transaction processing and data management

THE ROLE:

The People Experience Specialist acts as a first point of contact for individual employees and managers, triaging issues and coordinating the provision of services to clients, as well as providing operational support to HR.
Through the use of knowledge management/case management tools, provides first level inquiry management and resolution answering inquiries from internal clients and helps in the co-ordination, roll-out and delivery of HR programs to ensure that high levels of client service are met and issues are resolved in a timely, professional manner. The People Experience Specialist completes data and transaction processing and management for core processes where self-service is not available
This role focuses on documenting, handling and resolving HR customer inquiries, and administration of key HCM business processes in Workday while focusing on service delivery, coordination with other HR team members, and continuous improvement

KEY RESPONSIBILITIES -

• Respond to incoming inquiries from internal clients at all levels in the organization, maintaining timely and accurate inquiry and resolution records, and escalating complex inquiries and cases as per established procedures
• Escalate / redirect contacts where guidance or clarification of policies and procedures as required
• Document inquiries with accurate classification and resolution action
• Identify gaps and deficiencies in the knowledge base content and web self-serve, working closely with subject matter experts and specialists in HR and other corporate services organizations (IT, Facilities, Comms etc) to make the necessary updates
• Support guidance on workflow of direct access transactions based on policies and guidelines in cases where assistance is required
• 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
• Distribute reports as required to HR customers; share frequent custom reports as suggestions for standardized reports to HR systems team
• Provide support in testing system enhancements and upgrades to current platform
• Maintain and manage data quality per directive from HR systems team
• Resolves data entry issues and employee data corrections as required