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    ppeb team central senior advisor - Toronto, Canada - City of Toronto

    City of Toronto
    City of Toronto Toronto, Canada

    2 weeks ago

    Default job background
    Full time, 1 Temporary (12 months) & 1 Permanent Vacancies
    Description

    Responsibilities

    :
  • Provides front line support and advice to all current and former staff and appointees of the City of Toronto regarding the Employee Service Centre systems, applications, software and services through a multi-channeled support service.
  • Triages incoming calls and inquiries from internal and external clients and stakeholders, and assists with the coordination, roll-out and delivery of programs to ensure that high levels of client service are met and issues are resolved in a timely, professional manner.
  • Responds to incoming inquiries and resolves complaints and exchanges information with all levels of staff, councillors, the public, government agencies, and private companies. Maintains timely and accurate inquiry and resolution records and escalates complex inquiries, issues and cases to Employee Service Centre Coordinator.
  • Provides advice to internal clients regarding the use of the Employee Self-Service (ESS) and Manager Self-Service (MSS) and responds to resolve general inquiries related to PPEB policy, programs and processes not addressed in ESS or MSS.
  • Research various options for resolution and provides clients with a recommended approach or approved alternative.
  • Listens and probes when handling inquiries to ensure that the complexity of the inquiries is fully understood and that the appropriate options for resolution are considered.
  • Responds to inquiries from internal and external clients and stakeholders that may require follow up with other City divisions or sections. Provides explanation of policies and procedures.
  • Performs testing of system enhancements and upgrades to current platforms.
  • Provides support and troubleshooting service to users and staff experiencing SAP application support problems. Advises clients on software operations, limitations and possible solutions.
  • Identifies gaps and deficiencies in the knowledge base content and self-service, working closely with Business Support staff to make the necessary updates.
  • Analyzes trends related to client inquiries and systems performance. Investigates problems related to employee direct deposits.
  • Maintains computerized record, filing and retrieval systems.
  • Provides training and orientation to new staff.

    • Key Qualifications:

    Your application must describe your qualifications as they relate to:

  • Considerable experience in the functions of payroll, benefits or pension processing in a major public or private sector unionized organization.
  • Extensive customer service experience using various mediums e.g., by phone or email.
  • Considerable experience with computerized workforce management systems, such as SAP/SuccessFactors.
  • Proficiency using Microsoft Office suite including Word, PowerPoint, Excel and Outlook.
  • Education in a related discipline or the approved equivalent combination of education and/or experience.
  • Considerable experience in the application of collective agreements, policies and related legislation.
  • Experience providing work direction, training, guidance and support to staff.

    • You must also have:

  • Ability to handle large volumes of information including researching, assessing, recording and reporting data, while utilizing multiple applications and computer screens.
  • Highly developed interpersonal skills, including excellent oral and written communications skills, with the ability to empathetically listen, interpret and respond.
  • Excellent organizational, analytical, problem solving and multi-tasking skills with the ability to meet deadlines and assess priorities.
  • Demonstrated initiative and resourcefulness with attention to detail and a strong ability to work effectively and professionally without close supervision.
  • Ability to exercise independent judgment and discretion in dealing with confidential and sensitive information.
  • Ability to work effectively as a member of a team, collaboratively with others in a multidisciplinary environment.
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