People Experience Coordinator
2 weeks ago
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 Practices. As an individual who is driven by excellence, you are eager to contribute the success of one of Canada's Best Managed companies.
This is a remote opportunity and can be based anywhere in Alberta. As the successful candidate will be responsible for supporting our employees in Western Canada, Western Time Zone hours will be required.
Reporting to the Manager, People Experience and as a member of our HR Shared Services Team (DC Connect), you will be providing HR support to the employees of our rapidly growing network of dental practices.
Purpose of the Position
- The People Experience 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 Experience 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
- At least 3 to 5 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 Experience 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
About Dentalcorp
Dentalcorp is focused on acquiring and partnering with leading, growth-oriented general and specialist dental clinics across Canada. Our unique value proposition allows our dentist Partners to retain their clinical and operating autonomy while we inspire them to achieve ambitious personal and professional growth. Our unprecedented strategic insights and expertise place our Partners at the forefront of delivering optimal patient care.
Candidates must be legally eligible to work in Canada. At Dentalcorp, we recognize that inclusivity and diversity strengthen our culture and make us better. We are committed to ensuring that the talent we hire is reflective of the diverse communities and patients we serve. To ensure equal opportunity for all candidates, we strongly encourage applicants requiring an accommodation to let their recruiter know during the recruitment/selection process. We appreciate all applicants for taking the time to apply, however, only those selected for an interview will be contacted.
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