HR Advisor

As aSeniorHR & Employment Relations Advisor, you will provide expert, commercially focused HR guidance to a diverse and expanding client portfolio. This primarily office-based, phone-centric role requires strong technical HR expertise, sound judgment, and confidence in managing complex and sensitive employee relations issues.

Work environment: 5 days in office, Downtown Toronto off King and Union station
Working hours: 8:00am - 8:30pm EST and must be flexible to work any scheduled shift within these operating hours to support business needs

Key Responsibilities

• Expert Advisory: Deliver solution-focused HR and employment law advice via phone and virtual consultations. Manage complex cases including performance management, workplace harassment investigations, and terminations.
• Case Ownership: Independently manage high-risk files from initial inquiry to final resolution, ensuring a high standard of client care and professional judgment.
• Strategic Retention: Support client retention by identifying business needs and positioning company products and services as essential tools for risk mitigation and compliance.
• Business Development: Recognize opportunities to upsell value-added services such as customized documentation, health and safety support, and enhanced advisory packages.
• Documentation: Draft and refine employment-related documents in accordance with internal quality standards and provincial/federal legislative requirements.
• Resource Management: Direct clients toward digital knowledge-base tools to reinforce professional advice and promote HR best practices.
• Compliance & Privacy: Maintain strict confidentiality and adhere to internal data protection policies and relevant privacy legislation.
• Records Management: Document all interactions and advice within Salesforce with high accuracy and detail to ensure audit readiness.
• Performance Excellence: Meet or exceed KPIs and Service Level Agreements (SLAs) by managing high call volumes while prioritizing first-call resolution.
• Reputation Management: Actively solicit client feedback to support continuous service improvement and maintain the organization's online reputation.
• Cross-Functional Collaboration: Partner with software support, legal, sales, and documentation teams to provide a seamless end-to-end client experience.
• Trend Analysis: Identify emerging risks or recurring issues within the client base and share insights with leadership to improve internal processes.
• Subject Matter Expertise: Maintain advanced knowledge of employment legislation and act as a resource for the broader advisory team.
• Knowledge Development: Contribute to the creation of training materials, legislative updates, webinars, and internal communications.
• Mentorship: Provide guidance to junior advisors on complex case interpretation and best-practice standards.

Qualifications & Requirements

• Certification: CHRP designation (or provincial equivalent) required; candidates actively pursuing certification will be considered.
• Resilience: Proven ability to thrive under pressure in a fast-paced, target-driven environment.
• Communication: Exceptional verbal and written communication skills with a dedicated focus on customer service.
• Organization: Strong multi-tasking skills with the ability to organize a heavy workload efficiently.
• Professionalism: A self-motivated starter who works well independently but also motivates colleagues in a collaborative setting.
• Experience: Previous experience in a KPI-driven environment is highly desirable, ideally within a shared service center or client-facing consultancy.
• Commercial Acumen: Strong problem-solving skills with a mindset geared toward providing practical, commercially viable HR solutions.
• Technical Proficiency: Comfortable using CRM systems (Salesforce) and digital tools to manage data and client interactions.
• Growth Mindset: A commitment to ongoing professional development and staying current with evolving HR legislation.

Perks and Benefits

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