HR Shared Services Coordinator, QC

Who We Are:

123Dentist is one of Canada's largest and fastest growing dental support organizations. Powered by 450+ community-rooted clinics and 8,000+ team members, we are united by one shared mission: to make Canadians smile.

We provide the non-clinical backbone for dental teams across the country, offering HR, marketing, finance, operations, and procurement support so local clinics can focus on what matters most — their patients.

Learn more at

What We Offer:

At 123Dentist, you'll find opportunities to grow your career within a supportive, people-first network that values care, community, and collaboration.

We offer:

Competitive compensation and benefits

Professional growth and advancement opportunities

A long-term career in a growing organization with clinics nationwide

Join a team that's helping to make Canada smile — one caring appointment at a time.

Summary of Position

The HR Shared Services Coordinator is responsible for providing administrative and transactional support for routine HR activities and serving as the first point of contact for Tier 1 employee and manager inquiries. Key responsibilities include processing employee life-cycle transactions such as onboarding, offboarding, job status changes, compensation updates, one-time payments, and internal transfers. The role ensures data accuracy and confidentiality across HR systems and records.

Working under the direction of the Manager, Shared Services, the Coordinator collaborates closely with HR Advisors, Talent Acquisition, Payroll, and Total Rewards to ensure timely and accurate support. This position operates in a high-volume, process-driven environment where service orientation, attention to detail, and adherence to established procedures are essential.

This role plays a critical part in centralizing transactional HR activities, enabling field HR teams to focus on strategic initiatives.

Key Responsibilities

• Respond to Tier 1 HR inquiries from employees and managers in a courteous and timely manner, escalating complex matters as needed. Respond to inquiries received through multiple channels (ticketing system, email, phone), ensuring consistent service regardless of entry point.
• Prepare documentation for onboarding and offboarding, including dentist and employee agreements.
• Enter and update employee information in HR systems (e.g., ADP, CRM), including job changes, compensation updates, and internal transfers.
• Track and respond to FreshService tickets within the established SLA (Service Level Agreement) timelines, including the required 24-hour acknowledgment window.
• Monitor own ticket queue to ensure timely resolution and escalate any delays or trends in unresolved issues.
• Support employee benefits administration, including enrollment and routine changes.
• Maintain and organize employee records in accordance with company standards and privacy requirements.
• Generate basic HR reports and assist with data gathering for audits as directed.
• Draft standard employment verification letters and support administrative responses to external requests.
• Ensure accuracy and completeness of data entry and documentation.
• Utilize FreshService and HR systems to generate basic reports (e.g., case types, resolution times) to support monthly HRSC reporting and continuous service improvement
• Support continuous improvement efforts by identifying opportunities for clearer forms or more efficient administrative steps.
• Use and contribute to the HR Knowledge Base to ensure standardized responses, up-to-date content, and continuous process improvement
• Triage and route complex or sensitive inquiries appropriately to HR Advisors or HR Director in line with tiered service protocols

Required Skills & Abilities

• Strong attention to detail with proven organizational and administrative skills.
• Customer service mindset focused on responsiveness, empathy, and resolution effectiveness. Ability to deliver a professional experience across all touchpoints (email, phone, ticket)
• Flexible and able to adapt to quickly shifting business priorities, demands with the ability to manage multiple tasks and prioritize routine deadlines
• Good understanding of HR practices, processes and knowledge of Employment Standards across Canada
• Comfortable working with confidential information in a structured and process-driven environment.
• Able to follow established procedures and escalate issues appropriately.
• Proficient in MS Office (especially Outlook, Word, and Excel).
• Familiarity with HRIS systems (e.g., ADP) and/or ticketing tools is an asset.

Education & Qualifications

• College diploma or university degree in Human Resources, Business Administration, or a related field.
• Minimum 2 years of experience in HR administrative or coordination tasks, or equivalent combination of education and experience.
• Working towards or holds the CPHR designation is an asset.

JOB ID: 10144-QC994