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Employee Services Assistant

1 month ago

Niagara, Canada Niagara Region Full time

**Division**:
Human Resources

**Temporary Duration**:
Approximate Duration: 12 to 18 months

**Job Summary**:
Reporting to the Manager of Employee Services, the Employee Services Assistant is responsible for providing support to the Employee Services Team, Niagara Regional Employees, the Human Resources Division and the public. The Employee Services Assistant responds to customer inquiries, supports the activities of the Employee Services Team and executes processes to support Human Resources client services.

**Education**
- Post-secondary diploma or degree in Business Administration and/or Human Resources or equivalent
- Training with process improvement methodologies is preferred.

**Knowledge**:

- 1-year experience working in a Human Resources office.
- 3 years’ experience within a 1000+ staff, multi-unionized environment in Human Resources is preferred.
- Working knowledge of applicable privacy legislation (MFIPPA).
- Working knowledge of Employment Standards Act legislation.
- Knowledge or certification in the areas of payroll or human resources is an asset.
- Experience working within a multi unionized environment with complex collective agreements an asset
- Customer service training and/or experience an asset

**Responsibilities**:
**_ Provides exceptional customer service as the first point of contact for all Human Resources and Payroll inquiries and requests (65% of time)_**:

- Achieves first call resolution wherever possible by delivering complete and accurate information at first point of contact, and then subsequently triage as required to the appropriate party.
- Ensures accurate and timely resolution of inquiries
- Identifies issues having impact/service implications and proactively escalates for action and suggested resolution to the Manager Employee Services or Team Lead.
- Provides superior customer service and support to clients through dedicated Human Resources phone, in person and mail channels.

**_ Provides administrative support to the activities for Employee Services. (20% of time)_**:

- Processes employee data changes such as name, address, and direct deposits in Human Resource Information Systems and with Benefit Carriers.
- Creates and distributes photo ID Badges.
- Prints, sorts, folds and distributes pay advices for employees not actively at work.

**_ Manages, audits and updates employee dockets. (10% of time)_**:

- Removes terminated dockets and processes through records management systems
- Ensures docket integrity, accuracy and safety
- Coordinates and conducts employee docket reviews.

**_ Identifies and recommends process improvement opportunities, especially in the area of customer service. (5% of time)_**:

- Based on volumes and frequency of client inquiries and requests, identifies and recommends areas for investigation and/or process improvement
- Supports policy and process change and enhancements,
- Provides support to ad-hoc projects and initiatives as required.
- Forges strong relationships across the organization to enhance client customer service experience

**Special Requirements**:

- In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check and submit a Canadian Police Clearance Certificate.
- Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values of service, honesty, choice, partnership and respect.

**Closing Statement**:
Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY
- Phone: 905-980-6000 or 1-800-263-7215
- Bell Relay: 1-800-855-0511
- In-person: Sir Isaac Brock Way, Thorold, ON L2V 4T7 - Human Resources Department