Job ID: 57194
Job Category: Finance, Accounting & Purchasing
Division & Section: Policy, Planning, Finance & Admin, PPF&A Program Support
Work Location: Metro Hall and North York Civic Centre
Job Type & Duration: Full-time, Permanent Vacancies
Hourly Rate: $40.69 to $44.57
Shift Information: Monday to Friday, 35 hours per week
Affiliation: L79 Full-time
Number of Positions Open: 2
Posting Period: 08-Jul-2025 to 22-Jul-2025

JOB DESCRIPTION

Reporting to the Supervisor Administrative Services, the Senior Advisor Payroll & Client Services will coordinate the provision of services and provide operational support to Service Area Divisions by responding to escalated client requests and complaints. To support the needs of Service Area Divisional clients by triaging issues and coordinating workflow in accordance with divisional policies, procedures, and service level targets.

YOUR APPLICATION MUST DESCRIBE YOUR QUALIFICATIONS AS THEY RELATE TO:

• Post secondary education in Payroll or Business Administration, augmented with Payroll certification or a related discipline or the approved equivalent combination of education and/or experience.
• Extensive customer service experience in problem solving with clients, providing professional advice, and developing and implementing effective learning interventions and solutions.
• Considerable experience in the functions of payroll, employee benefits, or pension processing in a major public or private sector unionized organization.
• Considerable experience in the application of collective agreements, policies, and related legislation.
• Considerable experience with computerized workforce management systems, such as SAP/SuccessFactors.
• Experience providing work direction, training, guidance, and support to staff.

• Provides front line support and advice to Service Area divisions regarding payroll systems, specifically e-Time, e scheduling and payroll processes, such as investigates and coordinates responses to inquiries and complaints.
• Coordinates client requests received and delegates to PPFAASU Payroll Team.
• Provides guidance, motivation, and training, ensuring that high levels of customer service are met, and issues are resolved in a timely and professional manner.
• Monitors work performed by PPFAAdmin Services Payroll Team for quality assurance including current and completed entries, outstanding incidents, tracking of incidents.
• Follows up on outstanding incidents to bring resolution and identify areas of improvement.
• Enters and retrieves data in system database. Identifies reporting requirements for all levels within the Service Area Divisions. Monitors trends, analyzes, and summarizes data.
• Creates status, routine, and ad hoc reports, including running weekly and ad hoc metrics. Monitors client request volume and performance of assigned portfolios ensuring optimum service.
• Performs system administrator functions for the ASU Payroll Team. Coordinates and audits permission requests for user access for Service Area divisions.
• Performs varied administrative duties to support divisional operations and procedures. Identifies opportunities for improvement for the day-to-day business operations.
• Liaises with internal Information & Technology and corporate partner experts regarding ongoing system issues, training requirements and testing.
• Conducts surveys related to employee satisfaction with services provided and analyze results of same. Prepares summary of feedback of surveys and identifies opportunities for improvement.
• Ensures that regulations, statutes, policies and procedures and administrative practices are adhered to. Verifies for accuracy and conformity with the aforementioned.
• Oversees inquiries from internal clients and stakeholders and coordinates the roll-out and delivery of programs to ensure that high levels of client service are met and issues are resolved in a timely, professional manner.
• Responds to incoming inquiries, resolves complaints, and exchanges information with all levels of staff, including senior management. Provides explanation and interpretation of policies and procedures and maintains timely and accurate inquiry and resolution records. Escalates complex inquiries, issues, and cases to Supervisor.
• Provides advice to internal clients regarding the use of the Employee Self-Service (ESS) and Manager Self-Service (MSS) and responds to resolve general inquiries related to PPEB policy, programs and processes not addressed in ESS or MSS.
• Oversees status of identified gaps and deficiencies in the knowledge base content and self service portal to ensure the necessary updates have been completed including the division’s intranet site and internal shared.
• Utilizes knowledge of established internal and corporate policies and procedures to guide clients. Researches various options for resolution and provides clients with a recommended approach or approved alternative.
• Listens and probes when handling inquiries to ensure that the complexity of the inquiries is fully understood and that the appropriate options for resolution are considered, including coordinating and responding to inquiries from internal clients and stakeholders that may require follow up with other City divisions or sections. Provides explanation of policies and procedures.
• Provides input and desk-side support related to testing of system enhancements and upgrades to current platforms. May assist with implementation of new systems.
• Provides support and troubleshooting services to clients and staff experiencing system application access, navigational, and report function problems. Advises clients on software operations, limitations, and possible solutions.
• Analyzes trends related to client inquiries and systems performance and develops recommendations to address client inquiries/systems performance problems and business needs (e.g. changes to business processes/procedures, acquiring new equipment/software, etc.).
• Investigates and resolves problems related to employee direct deposits.
• Establishes and oversees computerized record, filing and retrieval systems.