New Job Representative Team Central In Ontario
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| REPRESENTATIVE TEAM CENTRAL |
REPRESENTATIVE TEAM CENTRAL
Company : City of Toronto
Salary : $57,803–$67,941 a year
Location : Ontario
Full Description
Recognized as one of Canada’s Top 100 Employers, the City of Toronto promotes professional development and is committed to providing opportunities to lead, learn and grow. We value integrity, reliability and fairness, and we embrace the diversity of the people we work with and serve. Our People and Equity Division plays a critical role within the City in promoting policies, practices and programs conducive to fostering and creating an equitable environment where employees, visitors and residents feel heard and welcome.
TEAM Central is a newly established employee service centre that provides HR generalist services to all City employees and managers, in response to their inquiries by phone or online. If you are a people-centric human resources professional with highly developed customer service, communication and problem solving skills, this is a great opportunity for you! As the Representative, TEAM Central, you will resolve employee related inquiries on a full range of services related to the employee life cycle, including providing HR policy and program information and transactional support in the delivery of a wide range of HR services on behalf of the People & Equity (P&E) division.
What will you do?
- Perform a variety of human resources program support duties, including processing various forms and documents, preparation of correspondence, compilation of information and material, set-up and maintenance of employee records, filing systems, databases, etc.
- Be the first point of contact for all internal City of Toronto staff, by phone or on-line.
- Provide first time resolution to all inquiries via the phone or on-line on a full range of employee services, directing client to the relevant policies and programs
- Support employees to access information from the appropriate solution (Intranet, Success Factors, etc.) to self-serve.
- Utilize appropriate systems to review, update, and enter employee details to complete inquiries.
- Provide education on available systems for employees/managers to use to help access the right information.
- Escalate inquiries/cases for employees or managers where appropriate and out of scope in order to be resolved.
- Support implementation of new policies and programs by directing employees and managers to tools and information.
- Support clients with navigating relevant information and processes for various P&E related programs or topics.
- Work in partnership with People & Equity teams to deliver timely, accurate and consistent service.
- Work with other Service Hub teams to provide a standardized service adhering to processes and procedures
- Escalate to Centre of Focus/Business Relationship inquiries/cases that are outside of Representative remit.
- Provide feedback on the implementation of new policies and programs based on the inquiries and support required.
- Perform web duties including design, input and maintenance of human resources information on web sites by raising errors or changes and advising on navigational issues or suggestions.
- Prepare and process information/documentation of a confidential nature to support other areas of the Service Hub (Transaction Services and Strategic Recruitment).
What you bring to the role
- Considerable administrative experience providing support to a team of professionals in a complex, fast paced, multi-disciplinary environment. (Preference will be given to candidates who have experience supporting a HR function or Service Centre)
- Considerable customer service experience, responding to a wide variety of internal customer inquiries, supporting the overall employee experience.
- Experience preparing reports, spreadsheets, correspondence, and/or presentations with a focus on accuracy and attention to detail.
- Experience with HRIS systems and databases. SAP and SuccessFactors are considered an asset.
- Post-secondary education in Human Resources, Business Administration or other relevant discipline and/or the equivalent combination of education and experience.
- Proficiency in Microsoft Office Suite (Outlook, Word, PowerPoint and Excel).
- Ability to exercise discretion and good judgement in handling confidential, difficult or sensitive information and situations
- Ability to deal with difficult clients, de-escalate and diffuse challenging situations and successfully resolve customer issues in a diplomatic, unbiased and professional manner.
- Excellent research and analytical skills with the ability to resolve employee issues/inquiries while providing excellent customer service and compile, analyze and report data for management decision-making purposes.
- Strong analytical, problem solving, multi-tasking, organizational and time management skills, with the ability to manage multiple priorities within tight time constraints and work independently without close supervision.
- Highly developed interpersonal skills, including excellent oral and written communications skills, with the ability to empathetically listen, interpret and respond to customers and supporting the employee experience.
- Ability to apply policies, guidelines, legislation and collective agreements with knowledge of employment-related legislation, i.e., Employment Standards Act, Ontario Human Rights Code, Collective Agreements, Occupational Health & Safety Act, Workplace Safety and Insurance Act, etc.
- Ability to work within an organizational culture that emphasizes continuous learning, collaboration, transparency, accountability and trust while promoting a strong code of ethics and integrity to support public service excellence.
- Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.
Note: All City of Toronto employees are required to be fully vaccinated as a condition of hire in accordance with the City's Mandatory Vaccination Policy. Candidates will be required to show proof of vaccination during the recruitment process.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.