Job Description

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.

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

o 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

Organizational Impact

Decision Making & Impacts

The Human Resources Operations Coordinator is responsible for providing customer service for background checks, onboarding activities and routine HR topics using standard operating procedures, knowledge articles, and process workflows. The incumbent is also responsible to manage HR invoices, referral program payouts as well as for employee data quality across CN. When there are cases requiring detailed knowledge of legislation, regulation, or deep knowledge of SAP HR these may be escalated to more experienced colleagues including HR Business Partners or different Subject Matter Experts (SMEs). The role requires an ability to communicate efficiently throughout various levels of the organization.

Level of Interaction/Influence

The Human Resources Operations Coordinator interacts with individuals internal and external to CN. More specifically, the incumbent liaises with a diverse set of customers from across North America. Customers include candidates, employees, and people leaders from across Canada and the United States (U.S.). The incumbent supports customers from all levels in the organization, from front line represented employees to senior leaders.

Employees Supervised/Organizational Structure

The Human Resources Operations Coordinator reports to the Human Resources Operations Manager and has no supervisory responsibility.

This position is posted as a grade 11.

About CN

CN is a premium railroad that sustainably generates value for our customers, shareholders, employees, and stakeholders with an unwavering commitment to safety and service. 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. CN's network connects Canada's Eastern and Western coasts with the U.S. South through a 20,000-mile rail network. CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship.

At CN, we are dedicated to building North America's safest, most inclusive and sustainable railroad, which includes reflecting the communities in which we operate. Research shows that candidates often don't apply unless they feel they fit the job posting at 100%. To all potential applicants, even if you don't meet every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please get in touch with our team at cnrecruitment@cn.ca

As an equal opportunity employer, qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.

Please monitor your email on a regular basis as communication to applicants is done via email.