At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you're 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 Coordinator 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 HR Centers of Excellence by completing tasks such as employee record requests.
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Main Responsibilities
Employee Master Data
• 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
• Respond to employee and leader inquiries using an omni-channel 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 technology-enabled HR business processes
• Develop and maintain productive relationships with team members and other HR and non-HR (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
• Support candidates with the completion of the background check
• Support employees with the Onboarding process
• Assist with the booking of interviews
• Prepare and complete employee record requests
• Payout of employee referral program
• 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
o Minimum 3 to 5 years working with Systems, Applications and Products (SAP)
o Previous high-volume contact centre experience
o Previous HR experience
o 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 contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.
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