Employee Experience Representative

2 weeks ago

Toronto, Canada Toronto Transit Commission Full time

**JOB INFORMATION**
**Requisition ID**: 9180
**Number of Vacancies**: 2
**Department**: Employee Services and Systems (20000034) - Employee Service Center (30000058)
**Salary Information**: $65,665.60 - $82,027.40
**Pay Scale Group**: 06SA (CAN/S/H/06SA)
**Employment Type**: Temporary (until approximately Decemeber 2027)
**Weekly Hours**: 35 **Off Days**: Saturdays & Sundays **Shift**: Day
**Posted On**: June 14, 2024
**Last Day to Apply**: June 20, 2024

The Toronto Transit Commission (TTC) is North America's third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC's vision is to be a transit system that makes Toronto proud. The TTC's recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."

**Career Opportunity**:
**What You Will Do**:

- Provides effective and efficient customer service to employee inquiries regarding Payroll, HR programs / policies / procedures and HR systems; provides end-user support while promoting / guiding employees in the usage of self-service functionalities as applicable
- Analyzes the nature and complexity of incoming inquiries and determines whether escalation / redirection is required, otherwise manages the inquiry internally; exercises good judgement, discretion, and insight in order to identify the root cause of the inquiry and diffuses contentious situations
- Takes full and complete ownership and accountability of each inquiry, ensuring consistency, accuracy and transparency is applied
- Provides an end-to-end employee experience (inbound acknowledgement, investigation, constant touchpoints with the employee regarding progress and final resolution)
- Acts as a liaison with various departments in order to manage inquiries end-to-end (Talent Management, Compensation, Payroll, Benefits, Employee Lifecycle Team, etc.)
- Uses all available tools to ensure the delivery of a consistently high-quality employee experience (SAP Workzone,, Case Management System (C4C), SuccessFactors (MyTTC), SAP Payroll, training / process material, etc.)
- Ensures service level agreement targets are met / exceeded
- Provides input / support as it related to the continuous maintenance of up-to-date documentation such as SOP’s (Standard Operating Procedures), Training Material, Process Documents, etc.
- Identifies and shares opportunities to improve processes and/or enhance the employee experience
- Contributes to the ongoing evolution of KnowledgeBase content within SAP Workzone
- Maintains strict data security guidelines and employee confidentiality
- Processes various employee record updates related to Personal Information, direct deposit, benefits / dependent, etc.
- Provides support to the Employee Lifecycle Team as needed
- Participate in the TTC Customer Service Ambassador Program
- Performs related duties as assigned
- Demonstrates behaviours that support diversity, inclusion, and a respectful work and service environment that is free from discrimination and harassment. Helps to remove barriers and accommodate employees and customers (within their area of responsibility) in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies

**What Skills Do You Bring?**:

- Communicate in a variety of mediums- Create, document, and manage information and records- Demonstrate specialized expertise and knowledge in the assigned field- Gather information and conduct research- Manage conflict- Provide specialized consultation- **What Qualifications Do You Bring?**:

- Completion of a post-secondary education in a relevant discipline, or the equivalent combination of education, training (Business Administration courses, Customer Service training) and experience deemed to be equivalent
- Several years of relevant experience such as HR Administration, Service Centre experience
- High degree of knowledge and experience in the delivery of customer service to diverse clientele groups
- Customer Service/Service Centre working knowledge and mindset
- Ability to prioritize workload based on process, system timelines and urgency/impact
- Detail-orientated, with solid mathematical skills; and ability to work within strict time limitations;
- Excellent analytical, organizational and investigative skills as well as effective oral and written communication skills to accurately process payroll information, manage inquiries, and meet established deadlines
- Excellent interpersonal skills, with an ability to remain calm in stressful situations such as when dealing with contentious situations
- Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders incl

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