Manager, Employee Support Centre

This job posting is no longer active.

Location: Vancouver, BC, Canada
Job ID: R2880
Job Status: Full-Time

Share:

Description

Job Summary:

You're a Human Resources Service Centre Manager experienced in effective leadership, operational oversight and fostering a spirit of teamwork and unity among team members.

In this position, you'll play a key role in delivering on service partnership agreements (SPAs) and key performance indicators (KPIs) for the Service Centre, ensuring that exceptional customer service is delivered.

Join Ledcor's HR team in Vancouver today!

Essential Responsibilities

HR Trend Analysis & Data Mining/Management

  • Identify potential opportunities for business improvement through analysis of underlying data
  • Create and manage reports and dashboards within Service Now that allow HR leaders to make data-driven decisions to adjust quickly to trends
  • Present insights/themes to key stakeholders (HR Leadership, HRIS, Payroll, Time & Pay)
  • Enhance case handling processes based on data driven analytics
  • Develop, track and report on Employee Service Centre metrics

Stakeholder Management/Engagement

  • Conducts customer meetings to identify business opportunities and/or improvements and initiatives
  • Ensures Key Stakeholders (HR leadership, payroll, time & pay) are communicated to effectively about functional issues/themes/trends.
  • Optimizes communication clarity and expediency in the day-to-day communication of the ESC with Managers and Employees.
  • Oversees the Service Now knowledge base
  • Acts as escalation point for Employee Service Centre Supervisors for recurring, high impact, or unique issues
  • Oversees themes analysis and resolution conducted with the Employee Service Centre Supervisors.

Stakeholder Management/Engagement

  • Conducts customer meetings to identify business opportunities and/or improvements and initiatives
  • Ensures Key Stakeholders (HR leadership, payroll, time & pay) are communicated to effectively about functional issues/themes/trends.
  • Optimizes communication clarity and expediency in the day-to-day communication of the ESC with Managers and Employees.
  • Oversees the Service Now knowledge base
  • Acts as escalation point for Employee Service Centre Supervisors for recurring, high impact, or unique issues
  • Oversees themes analysis and resolution conducted with the Employee Service Centre Supervisors.

Service Now Configuration & Testing

  • Coordinates twice annual upgrade UAT in service centre team, ensuring all functionality used by HR is still working as expected
  • Identifies opportunities to use ServiceNow to track items being tracked in a spreadsheet and coordinates testing and implementation if appropriate
  • Identifies opportunities to use ServiceNow to track and process regular requests for HR services, develops and tests solutions, implements as appropriate
  • Works with IS to configure ServiceNow to drive continuous improvements in case handling, case analytics, and HR Service reports/dashboards.

Qualifications

  • Degree or Diploma in Human Resource Management; Business; or educational equivalent
  • 8+ years of Human Resources experience
  • 3+ years of Service Centre experience
  • 3+ years of Leadership experience
  • Case management technology experience such as ServiceNow, etc.
  • HRIS experience such as Workday, PeopleSoft, Success Factors, etc.
  • Knowledgeable of Computer Telephone Integration (CTI) and Automatic Call Distribution (ACD) technologies an asset.
  • Strong leadership and coaching skills
  • Solid understanding of applicable employment and human rights legislation
  • Excellent interpersonal and communication skills, with a very strong customer service and service resolution focus
  • Must possess tact, diplomacy, and the ability to maintain confidentiality
  • Demonstrated ability to effectively manage for results, including an ability to set goals and to measure and monitor key performance indicators and team performance
  • Strong analytical ability
  • Excellent attention to detail, with a high level of precision of data and accuracy in any deliverables
  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment
  • Flexible with the ability to adapt to the changing needs of the organization
  • The ability to maintain confidentiality
  • Strong sense of urgency as part of daily work style
  • Excellent time management and organizational skills

Additional Information:

Company Description

The Ledcor Group of Companies is one of North America’s most diversified construction companies. Ledcor is a company built on a rich history of long-standing project successes. 

But when you work for Ledcor, your experience will go far beyond the project. Do you want a career that means more? Join our True Blue team now!

Date Posted
Jan 22, 2020

1067 West Cordova Street, Vancouver, BC, Canada

Share: