Employee Experience Representative - Jobs in Toronto, ON

Job Description

JOB INFORMATIONRequisition ID: 6277Number of Vacancies: 2Department: Employee Services and Systems (20000034) - Employee Service Center Operations (30000058)Salary Information: $62,062.00 - $77,513.80Pay Scale Group: 6SAEmployment Type: RegularWeekly Hours: 35, Off Days: Sat & Sun Shift: DayPosted On: September 2, 2022Last Day to Apply: September 6, 2022Reports to: Manager, Employee Service Centre OperationsThe Toronto Transit Commission (TTC) is North Americas third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTCs vision is to be a transit system that makes Toronto proud. The TTCs recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."General AccountabilityThe Employee Service Centre is the first point of contact for all incoming TTC employee inquiries related to Payroll, HR programs, HR systems, policies and processes via all three inbound channels (telephone, email and AskHR). The Employee Experience Representative is responsible for managing all inbound inquiries or redirecting / escalating to the appropriate team(s), within applicable Service Level Agreements.Key Job Functions

• Provides effective and efficient customer service to employee inquiries regarding Payroll, HR programs / policies / procedures and HR systems end-user support while promoting / guiding employees in the usage of self-service functionalities as applicable
• Analyzes the nature and complexity of incoming inquiries and determines whether escalation / redirection is required or if the inquiry can be managed internally;
• Exercise good judgement, discretion, and insight into identifying the root cause of the inquiry and diffuses contentious situations
• Takes full and complete ownership and accountability of each inquiry, ensuring consistency, accuracy and transparency is applied
• Provides an end-to-end employee experience (inbound acknowledgement, investigation, constant touchpoints with the employee regarding progress and final resolution)
• Acts as a liaison with various departments in order to manage inquiries end-to-end (Talent Management, Compensation, Payroll, Benefits, Employee Lifecycle Team, etc.)
• Uses all available tools to ensure the delivery of a consistently high-quality employee experience (SAP Jam (The Hub), KnowledgeBase, Case Management System (C4C), SuccessFactors (MyTTC), SAP, training / process material, etc.)
• Ensures service level agreement targets are met / exceeded
• Provides input / support as it related to the continuous maintenance of up-to-date documentation such as SOP’s (Standard Operating Procedures), Training Material, Process Documents, etc.
• Identifies and shares opportunities to improve processes and/or enhance the employee experience
• Contributes to the ongoing evolution of KnowledgeBase content
• Maintains strict data security guidelines
• Processes various employee record updates related to Personal Information, direct deposit, benefits / dependent, etc.
• Provides support to the Employee Lifecycle Team as needed
• Participate in the TTC Customer Service Ambassador Program
• Performs related duties as assigned
• Demonstrates behaviours that support diversity, inclusion, and a respectful work and service environment that is free from discrimination and harassment. Helps to remove barriers and accommodate employees and customers (within their area of responsibility) in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies

SkillsCommunicate in a variety of mediumsCreate, document, and manage information and recordsDemonstrate specialized expertise and knowledge in the assigned fieldGather information and conduct researchManage conflictProvide specialized consultationUnderstand and apply administrative policies, processes, and proceduresUse office technology, software and applicationsEducation and Experience

• Completion of a post-secondary education in a relevant discipline, or the equivalent combination of education, training (Business Administration courses, Customer Service training) and experience deemed to be equivalent
• Several years of relevant experience such as HR Administration, Service Centre experience

Additional Requirements

• High degree of knowledge and experience in the delivery of customer service to diverse clientele groups
• Customer Service/Service Centre working knowledge and mindset
• Ability to prioritize workload based on process, system timelines and urgency/impact
• Detail-orientated, with solid mathematical skills; and ability to work within strict time limitations;
• Solid proficiency using a PC with good working knowledge of Microsoft Office Excel and Word, and an aptitude to learn several different software applications (ERP solutions, mainframe databases, case management system) as well as other office equipment necessary to perform duties
• Excellent analytical, organizational and investigative skills as well as effective oral and written communication skills to accurately process payroll information, manage inquiries, and meet established deadlines
• Excellent interpersonal skills, with an ability to remain calm in stressful situations such as when dealing with contentious situations
• Knowledge of SuccessFactors and SAP applications are assets
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Human Resources – Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.The TTC’s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.Note: All TTC Employees are required to be fully vaccinated as a precondition of employment in accordance with TTCs Mandatory Vaccination PolicyWe thank all applicants for their interest but advise only those selected for an interview will be contacted.Quick Apply

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