Role Summary
The Employee Services Specialist is an experienced member of the Employee Services team, providing advanced support to employees and managers through a centralized service delivery model. This role independently manages complex HR inquiries and employee matters, provides guidance on HR policies, processes, and programs, and helps ensure a consistent, high-quality employee experience across the organization.
The Specialist acts as a trusted advisor to managers and employees, resolves escalated and sensitive issues, identifies process improvement opportunities, and serves as a subject matter resource for Employee Services team members. The role operates with minimal supervision and partners closely with HR Business Partners, Centers of Excellence, HR Operations, Payroll, and external service providers to deliver effective HR solutions.
Key Responsibilities
Advanced Case Management & Employee Support
- Manage a portfolio of complex and escalated employee and manager inquiries across multiple HR disciplines.
- Own cases end-to-end, exercising independent judgment to resolve issues efficiently and consistently.
- Analyze facts, policy requirements, and business context to recommend appropriate solutions.
- Ensure accurate case documentation, timely follow-up, and compliance with established service standards.
- Identify trends, recurring issues, and root causes across cases and recommend corrective actions.
Employee Relations & Manager Guidance
- Provide guidance to managers on employee relations matters, policy interpretation, performance management, corrective actions, and employee communications.
- Conduct intake and fact gathering for employee concerns and workplace issues.
- Partner with HR Business Partners on complex employee relations matters while maintaining accountability for case coordination and execution.
- Assess risk and escalate sensitive issues appropriately.
- Promote consistency and compliance in employee-related decisions and practices.
Employee Lifecycle Management
- Support and coordinate employee lifecycle activities, including onboarding, transfers, promotions, organizational changes, leaves, and offboarding.
- Resolve complex employee and manager questions related to lifecycle processes and policies.
- Ensure all required transactions, documentation, approvals, and system updates are completed accurately and timely.
- Serve as a key resource during organizational changes and workforce transitions.
Process Excellence & Continuous Improvement
- Identify opportunities to improve service delivery, case resolution effectiveness, and employee experience.
- Participate in and lead process improvement initiatives within Employee Services.
- Analyze service metrics and case trends to drive recommendations that improve efficiency, quality, and knowledge management.
- Contribute to the development and maintenance of standard operating procedures, knowledge articles, and service documentation.
- Support testing, implementation, and adoption of new processes, tools, and technologies.
Operational Excellence & Data Governance
- Complete and validate HR transactions within Workday and related HR systems.
- Ensure employee data, documentation, and case records are accurate, complete, and audit-ready.
- Maintain compliance with company policies, regulatory requirements, and data privacy standards.
- Support reporting, audits, and data validation activities as needed.
Collaboration & Subject Matter Expertise
- Serve as a subject matter resource for Employee Services team members and provide informal coaching and guidance.
- Partner with HR Operations, Payroll, Benefits, Talent Acquisition, HR Business Partners, and Centers of Excellence to resolve complex issues.
- Support knowledge sharing and capability building across the Employee Services organization.
- Contribute to special projects and cross-functional initiatives that enhance the employee experience and service delivery model.
Experience & Qualifications
- Bachelor's degree in Human Resources, Business Administration, or related field preferred.
- 5+ years of progressive experience in HR operations, employee services, HR shared services, employee relations, or human resources.
- Bilingualism (French and English) is required for this role to effectively support employees and stakeholders across Canada
- Experience managing complex employee and manager inquiries in a high-volume service environment.
- Demonstrated experience interpreting HR policies and providing guidance to leaders and employees.
- Strong working knowledge of HR systems, case management platforms, and employee records management.
- Experience with Workday preferred.
- Strong analytical, problem-solving, and decision-making skills.
- Exceptional customer service and relationship management capabilities.
- Ability to manage competing priorities while maintaining quality and responsiveness.
- Experience supporting a global workforce or multi-country environment preferred.
Benefits:
- Dental care
- Employee assistance program
- Paid time off
Application question(s):
- Do you have at least 5 years of experience in HR operations, employee services, HR shared services, employee relations, or a related HR function?
- Are you fluent in both French and English, with the ability to support employees and stakeholders across Canada in both languages?
- Are you currently based in Quebec or the Greater Toronto Area (GTA), or willing to work remotely from one of these locations?
- Do you have experience using Workday or a similar HRIS system?
- Have you handled complex employee and manager inquiries in a high-volume HR support environment?
Work Location: Remote
