Human Resources Operations Specialist - Montréal, Canada - Canadian National Railway

Canadian National Railway

Verified Company

Montréal, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

At CN, every day brings new and exciting challenges.

You can expect an interesting environment where you are part of making sure our business is running optimally and safely―helping keep the economy on track.

We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference.

You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters.

Join us

Job Summary

The Human Resources Operations Specialist is responsible for delivering exceptional service to CN employees and leaders.

The role operates in a high-volume contact centre environment with a focus on service delivery excellence as well as responding to customer inquiries related to policies, programs and processes covering a wide spectrum of Human Resources (HR) topics.

The role is accountable for ensuring employee data integrity, entering master data changes and completing all management staffing actions across CN.

Moreover, the incumbent provides support to unionized Functional Administrators and the HR Center of Excellence by completing tasks such as employee record request.

Main Responsibilities

Employee Master Data - 40%

Responsible for all management staff actions
Responsible for providing guidance on unionized staffing actions
Act as a super user for data maintenance
Participate in establishing and optimizing processes, procedures, and standards
Ensure standard operating procedures
Participate in data cleanup activities
Support data quality and security audit
Identify security weaknesses
Participate in training activities

Call Centre - 30%

Respond to employee and leader inquiries using an omnichannel strategy
Leverage case management software
Investigate employee concerns by collaborating with other HR team members, focusing on timely and accurate resolution of issues
Act as a first point of contact for employee inquiries regarding manual and technologyenabled HR business processes
Develop and maintain productive relationships with team members and other HR and nonHR (e.g., Payroll) stakeholders
Leverage relationships to collaborate on complex inquiries ensuring service quality and accuracy
Participate in establishing and optimizing processes, procedures, and standards

Centre of Excellence Supporting Activities - 30%

Prepare and complete employee record requests
Process HR internal invoices
Contribute to establishing and optimizing processes, procedures, and standards in the various Centre of Excellence
Complete various tasks for the Centre of Excellence including but not limited to, benefits, pension, learning, recruiting, wellness initiatives and recognition program

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday.

Due to the nature of the role, the incumbent must be able to meet tight deadlines, handle pressure, and stress.

This is a results-based working environment where performance is monitored and measured based on case resolution quality and quantity.

Requirements:

Experience

Customer Service and Human Resources

Minimum 5 years of customer service experience
Minimum 3 to 5 years working with Systems, Applications and Products (SAP)
Previous highvolume contact centre experience
Previous HR experience
Experience working with HR systems
Any experience for these above would be considered as an asset

Education/Certification/Designation

Bachelor's Degree in Business Administration with a specialization in Human Resources, or equivalent
Master's Degree in a related discipline
Chartered Professionals in Human Resources (CPHR) or in the process of becoming certified
Any designation for these above would be considered as an asset

Competencies

Demonstrates active listening
Solves problems to create value
Applies critical thinking
Collaborates with others and shares information
Sets direction and inspires others
Communicates with impact
Demonstrates agility and drives change

Technical Skills/Knowledge

General knowledge of Microsoft Office
Knowledge and experience with case management systems and processes (e.g., Remedy, ServiceNow, Neocase, Salesforce)
Fluently bilingual both written and verbal (English, French)

Knowledge of accounting

Any knowledge for any of the above would be considered as an asset

About CN
CN is a world-class transportation leader and trade-enabler.

Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year.

As the only railroad connecting Canada's Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network, CN and its affiliates have been co