Human Resources Operations Specialist

2 weeks ago

Montréal, Canada Canadian National Railway Full time

At CN, every day brings new and exciting challenges. You can expect an interesting environment where you are part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters.

Join us

Job Summary

The Human Resources Operations Specialist is responsible for delivering exceptional service to CN employees and leaders. The role operates in a high-volume contact centre environment with a focus on service delivery excellence as well as responding to customer inquiries related to policies, programs and processes covering a wide spectrum of Human Resources (HR) topics. The role is accountable for ensuring employee data integrity, entering master data changes and completing all management staffing actions across CN. Moreover, the incumbent provides support to unionized Functional Administrators and the HR Center of Excellence by completing tasks such as employee record request.

Main Responsibilities

Employee Master Data - 40%
- Responsible for all management staff actions
- Responsible for providing guidance on unionized staffing actions
- Act as a super user for data maintenance
- Participate in establishing and optimizing processes, procedures, and standards
- Ensure standard operating procedures
- Participate in data cleanup activities
- Support data quality and security audit
- Identify security weaknesses
- Participate in training activities

Call Centre - 30%
- Respond to employee and leader inquiries using an omni-channel strategy
- Leverage case management software
- Investigate employee concerns by collaborating with other HR team members, focusing on timely and accurate resolution of issues
- Act as a first point of contact for employee inquiries regarding manual and technology-enabled HR business processes
- Develop and maintain productive relationships with team members and other HR and non-HR (e.g., Payroll) stakeholders
- Leverage relationships to collaborate on complex inquiries ensuring service quality and accuracy
- Participate in establishing and optimizing processes, procedures, and standards

Centre of Excellence Supporting Activities - 30%
- Prepare and complete employee record requests
- Process HR internal invoices
- Contribute to establishing and optimizing processes, procedures, and standards in the various Centre of Excellence
- Complete various tasks for the Centre of Excellence including but not limited to, benefits, pension, learning, recruiting, wellness initiatives and recognition program

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday. Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress. This is a results-based working environment where performance is monitored and measured based on case resolution quality and quantity.

**Requirements**:
Experience

Customer Service and Human Resources
- Minimum 5 years of customer service experience
- Minimum 3 to 5 years working with Systems, Applications and Products (SAP)
- Previous high-volume contact centre experience*
- Previous HR experience*
- Experience working with HR systems
- Any experience for these above would be considered as an asset

Education/Certification/Designation
- Bachelor’s Degree in Business Administration with a specialization in Human Resources, or equivalent
- Master’s Degree in a related discipline*
- Chartered Professionals in Human Resources (CPHR) or in the process of becoming certified*
- Any designation for these above would be considered as an asset

Competencies
- Demonstrates active listening
- Solves problems to create value
- Applies critical thinking
- Collaborates with others and shares information
- Sets direction and inspires others
- Communicates with impact
- Demonstrates agility and drives change

Technical Skills/Knowledge
- General knowledge of Microsoft Office
- Knowledge and experience with case management systems and processes (e.g., Remedy, ServiceNow, Neocase, Salesforce)
- Fluently bilingual both written and verbal (English, French)
- Knowledge of accounting*
- Any knowledge for any of the above would be considered as an asset

**About CN**

CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada’s Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been co

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