The Human Resources Support Representative (HRSR) is an integral part of the Client Service team (CST) where sharing ideas, open communication, accountability and partnership are promoted. This collaborative environment enables the CST to deliver comprehensive and responsive client solutions.
Reporting to the Manager, Operations, and receiving day-to-day direction from the Human Resources Advisors (HRA’s), the HRSR carries out responsibilities in the various functional areas, including assisting with the resolution of payroll and timekeeping issues, recruitment, training, compliance, benefits and compensation administration. The HRSR also supports and ensures clients issues are followed through to resolution in accordance with university policy and/or collective agreements.
• Acts as a primary contact and responds to various enquiries and supports clients by providing advice regarding HR best practice, legislation, university policies and collective agreement interpretation as it relates to pay, benefits, employee leaves, training and PeopleSoft time and attendance issues.
• Seeks answers to queries and problems, helps clients to resolve their problems or refers unusual problems to the appropriate resource (i.e., HRA, HRMS, Compensation), as well as tracks client solutions and ensures client issues are resolved.
• Supports HRA’s with the recruitment processing job postings, advising on recruitment strategies such as researching ways to attract candidates, developing selection criteria/tools and screening resumes.
• Helps to orient new employees to the university at the time of hire. Collects and ensures proper documentation is completed and adds or updates employee records in the system.
• Acts as a skilled data administrator and is considered a skilled HR PeopleSoft super user. This includes:
o Manages the employee career and life events in HR PeopleSoft;
o Provides support and troubleshooting to clients with responsibility for decentralized hiring and time reporting;
o Provides support to Payroll Services during monthly, biweekly and casual pay cycles when payroll issues arise;
o Delivers training sessions on HR PeopleSoft to the university community. Assists in developing HR training content as required.
• Conducts employee benefit documentation meetings, pregnancy/parental leave meetings, short term work break meetings, leave of absence meetings, and University Health Insurance Plan (UHIP) meetings with clients.
• Conducts biweekly/monthly payroll and data audits for both Payroll Services and central Human Resources to ensure employees are paid correctly with appropriate benefit deductions.
• Identifies issues/concerns related to process. Recommends solutions to Manager, Operations and participates in the implementation of revisions to procedures, as required.
• Identifies trends and opportunities to enhance client service relationships.
• Supports HR departmental projects and initiatives such as annual salary review process, training programs and business process reviews, as required.
• Collaborates with HRMS to test and correct system issues and processes in HR PeopleSoft.
• Provides back-up support for other HRSR’s and HRA’s.
• Undertakes other duties in support of the position and / or department as required.
• Post-secondary degree or diploma in Human Resources, Business Administration or another related field.
• One to three years of Human Resources Generalist work experience, preferably in a unionized environment.
• Certified Human Resources Professional (CHRP) designation will be considered an asset.
• Demonstrated proficiency in computer and office skills, including an ability to work with a variety of word processing, spreadsheet, and database applications, combined with an aptitude to learn new software.
• Previous experience or familiarity with PeopleSoft will be considered an asset.
• Competent knowledge of Employment Standards, Human Rights, Occupational Health and Safety, and other applicable employment legislation. Familiarity with University policies and procedures, collective agreements and organizational structure considered an asset.
• Satisfactory criminal record check required.
• Consideration may be given to equivalent combination of education and experience.
• Collaborates, shares plans, information, and resources with others and is willing to transfer skills to others. Seeks ideas and input of colleagues in own and other teams to make best use of expertise and improve performance of the group.
• Promotes the value of diversity and the importance of being an inclusive organization and ensures equitable and fair treatment of others and actively works to make the workplace inclusive for all individuals.
• Effective communication (oral and written) and interpersonal skills with an ability to adapt and meet the needs of a diverse audience and rapidly evolving circumstances. Concise writing and editing abilities.
• Service oriented perspective with the ability to resolve and/or deescalate difficult situations with tact and diplomacy. Responds to customer/client issues and requests for information. Capable of building effective, productive and professional work relationships, demonstrating a strong client focus. Provides the information asked for promptly and accurately according to established standards
• Effective organizational and time-management skills, combined with the ability to maintain focus under pressure and despite frequent interruptions. Must be able to meet fixed deadlines under very tight time constraints. Plans and organizes own day to day work to meet established deadlines and standards.
• Looks to improve efficiency and quality of service of own area via input to procedures and processes. Seeks and accepts feedback as an input to improving own performance. Keeps skills up to date and develops a depth or breadth of knowledge in a particular area.
• Strong attention to detail and a high level of accuracy to ensure accurate data entry and to identify errors with data and initiate correction.
• Remains flexible and open to change while maintaining job performance.
• Ability to maintain strict confidentiality and capable of handling sensitive information in an appropriate manner.
• Effective analytical and problem-solving skills with an ability to know when to refer problems to others.
• Demonstrated knowledge and understanding of human resources policies.
• Able to deliver presentations to diverse audiences.
• Advises eligibility related to various HR programs (such as benefits, childcare and tuition applications).
• Determines or recommends an effective course of action to staff on the university’s application and administration of policies, collective agreements and related procedures based on established interpretations, past practices and / or legal precedent.
• Makes decisions and resolves administrative problems within guidelines as they arise, referring only highly unusual problems to more senior staff.
• Proactively informs appropriate HRA or CST Director of potential challenges/problems.
• Uses judgment to identify more complex matters that should be referred to appropriate HRA / HR Specialist / CST Director and ensures comprehensive background information is collected and shared.
• Determines appropriate response to a range of client enquires. Takes all necessary steps to resolve the matter on own where possible and assesses whether additional resources, research or consultation is needed. Refers issues to others for resolution when necessary.
• Makes recommendations regarding policies and procedures; suggest and help to implement changes.
• Decides what information may be incomplete or lacking for completing HRPS records; seeks clarification to complete within timelines.