Employee Service Centre Representative - Burnaby, Canada - BC Hydro

BC Hydro

Verified Company

Burnaby, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Powered by water... and by people like you

Providing clean electricity to 4 million customers takes a diverse workforce and that's where you come
in. We need your talent to help us build major projects to meet growing demand. To help our
customers find clean energy solutions for their homes and businesses and to be ready to respond
during storms and outages to keep our system reliable.

Working for BC Hydro is meaningful. And now, the stakes have been raised as we work towards a
solution to climate change while safely providing clean, affordable electricity to our customers.

We offer a healthy work life balance, training opportunities and career progression. We're proud to be
ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. Join us as we
build an even cleaner B.C.

JOB DESCRIPTION

Duties:

Participates in a range of HR functions to assist managers such as documenting new employees

provisions, compensation policies and standard practices. Assists in the preparation and
submission of online SAP Smart forms based on desired result and specific scenario from client.
Provides accurate advice; understands employee record impacts; processes non-discretionary
leaves; and calculates seniority. Liaises with Employee Relations and/or the unions regarding HR
matters related to the above.

Reviews requested changes to ensure adherence to Collective Agreement provisions, policies

and past practice. Determines appropriate salary/wage treatment for unionized employees'
movements; facilitates and administers the annual bonus and wage/salary increase data load
process. Administers internally managed pay related transactions such as end of salary
continuance and end of temporary assignment scenarios. Implements retroactive job and salary
changes; analyzes various sections of the collective agreements and/or HR policies to determine
appropriate salary treatment to reconstruct job history. Processes periodic changes to pay such as
length of service increases, general increases and market rate adjustments. Determines
methodology and enters data to on-line Payroll and HR System to ensure integrity of job history
and database accuracy.

Administers Employee Connect and Manager Connect. Applies probing skills to provide first line

support in the navigation/functionality of the SAP Portal including components of Employee
Connect and Manager Connect training, onboarding, and reporting. Answers related questions
from users.

Provides a call centre service as the first line of contact for HR Services and responds to internal

and external HR related queries. Maintains call management system and initiates case work for
HR Services to answer HR and related practice questions. Ability to multitask to utilize mandatory
tools such as the Case Management System, QPM, Share Point knowledge library, and Office

Communicator during a live call. Escalates out of scope work to Employee Service Centre Work
Leader. Communicates effectively using professional courtesy and adjusting to client/service

- provider relationship. Liaises with managers and HR professionals to clarify intent of inquiry/
- change request.

Adheres to administrative policies, procedures, processes, operating documentation, program

materials, forms and form letters to maintain excellent customer service. Adheres to procedures/
- consistent practice and understands the impact on department metrics if not followed regularly.
HR transactions and administrative processes, such as the calculation of seniority reinstatements
- and job history reconstruction. As a specialist in the HR components of the Payroll and HR

System (SAP), provides procedural information and system findings to help develop solutions for

- form and system issues. Reviews submitted documentation for information contrary to digital file
- archiving standards and educating/following-up with managers/HR professionals to provide
- guidance/advice related to personnel filing procedures. Adheres to confidentiality policies related
- to employee matters (i.e. only releasing employee information to appropriate parties based on
- business requirements). Performs internal audit procedures based on business requirements such
- as auditing of peer transactions.

Applies depth and breadth of knowledge of BC Hydro HR online tools (such as OPPRA, QLMS,

HR reporting, SAP Portal, Electronic Process and Forms, workflow approval, digital personnel file
- administration and best practice). Refers to third party service providers and/or Tier 2 support by
- exercising judgement on when to escalate. Troubleshoots system related issues related to Smart
- forms, workflow approvals, HR delegation tool, SAP Portal components, Learning management
- system, Performance management system, SAP ECC (HCM component of SAP) employee
- records including digital personnel file administration/navigation. Basic troubleshooting of those
- systems integrated with the SAP HCM ECC component