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Senior HR Services Associate

3 months ago

Toronto, Ontario, Canada Equinix Full time

About Us

Equinix stands as the premier digital infrastructure provider, managing over 250 data centers worldwide. Digital innovators leverage Equinix's reliable platform to unify and interconnect essential infrastructure at remarkable speed. Equinix empowers organizations to access the ideal locations, partners, and opportunities to expand with agility, accelerate the deployment of digital services, deliver exceptional experiences, and enhance their value while supporting sustainability objectives.

A career with Equinix offers the chance to engage in impactful work and provides numerous opportunities for skill development and diverse career growth. We value diverse perspectives and contributions, and we are dedicated to fostering an equitable work environment that is integral to our core values and essential for our success.

Position Overview

The Senior HR Services Associate - Helpdesk Manager is a proficient expert who undertakes tasks that necessitate significant judgment. This role is accountable for the delivery of all HR services and managing inquiries up to Tier 2. The associate may also contribute to special projects and is responsible for determining methods and procedures for new assignments.

Key Responsibilities

Employee Lifecycle and System Management

  • Executes all Tier 1 and Tier 2 employee lifecycle modification processes, including Payroll, Benefits, Compensation, and Leave of Absence management.
  • Resolves complex issues and serves as a resource for others, applying expertise to identify optimal solutions for employee inquiries.
  • Recognizes trade-offs and knows when to escalate matters.
  • Demonstrates expertise in identifying and addressing employee questions.
  • Manages HR Systems data and documentation, ensuring accuracy and completeness.
  • Responds promptly to HR Systems updates, ensuring data integrity and participating in system User Acceptance Testing (UAT).
  • Provides standard reporting to HR stakeholders and line management.
  • Possesses a comprehensive understanding of end-to-end processes and can assist in all stages of multi-step processes, supporting regional and global operations.
  • Addresses sensitive and/or intricate inquiries.

Center of Excellence (COE) Process Knowledge

  • Holds specialized knowledge of programs and COE processes.
  • Capable of addressing COE-related inquiries, guiding managers and employees to pertinent information, and escalating as necessary.
  • Proficient in managing complex COE processes.
  • May assist in the design of COE processes and project support.

Operational Excellence

  • Aids in maintaining the HR Services knowledge library, including updating translated content.
  • Facilitates navigation through knowledge bases and various HR Systems to resolve inquiries requiring significant judgment for both employee and manager queries, including Workday and the HR library.
  • Understands and implements Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), assisting in case distribution.
  • Delivers exceptional customer service, high-quality resolutions, and consistent support of standard processes by adhering to documented procedures and operational guidelines, recommending updates as needed.
  • Comprehends, adheres to, and executes compliance requirements for reports and tasks related to SOX, Employee Data Governance, and other policy mandates.
  • Ensures data accuracy and integrity across all transactions, communications, and stakeholder interactions.
  • Acts as the primary point of escalation for operational process inquiries within the team, ensuring adherence to established workflows, SLAs, and KPIs.

Project Involvement

  • Expected to engage in special projects of varying scope.
  • May participate in translation efforts as required.

Qualifications

  • High school diploma or GED is required.
  • A minimum of 4 years of relevant experience or equivalent experience is preferred.

Equinix is dedicated to ensuring that our employment process is accessible to all individuals, including those with disabilities. If you are a qualified candidate requiring assistance or accommodation, please inform us accordingly.

Equinix is an Equal Employment Opportunity employer, and in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to any unlawful factors.