Senior Associate, HR Service Centre

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-level support to managers regarding HR policies and programs, including processing transactions via phone.

• Offer second-level assistance for employee inquiries related to HR policies and programs.

• Address incoming HR Service Centre requests through telephone and ServiceNow web forms.

• Record and monitor complex inquiries using an inquiry management tool.

• Maintain procedures and processes for escalating inquiries.

• Cultivate relationships with Ministry managers and provide mentorship to Junior HR Administrators.

• Clarify policies and procedures while aiding in the escalation of sensitive matters.

• Assess, document, and escalate incidents to the appropriate resolution level.

• Utilize remote tools and diagnostic utilities for effective troubleshooting.

• Contribute to the HR Service Centre knowledge base and training programs.

• Identify recurring issues and develop help sheets and FAQ resources in collaboration with the QA Service Manager.

⛳️ Requirements

• Post-secondary certificate or diploma in social sciences, human resources, or a related field, equivalent to three academic years.

• At least three years of pertinent experience.

• Strong commitment to and understanding of The Salvation Army’s mission and values and their relevance within an HR service context.

• Exemplary confidentiality and professionalism when managing sensitive employee and organizational information.

• Outstanding customer service abilities.

• Proficient verbal and written communication skills.

• Strong organizational and time-management capabilities.

• Capacity to juggle multiple tasks and inquiries simultaneously in a dynamic environment.

• Keen attention to detail.

• Empathy, active listening skills, and sound judgment.

• A collaborative, professional, and service-oriented approach to stakeholder relationships.

🏝️ Benefits

• Reasonable accommodation available upon request.