Job Information
City of Toronto REPRESENTATIVE TEAM CENTRAL in Toronto, Ontario
REPRESENTATIVE TEAM CENTRAL
Job ID: 49884
Division & Section: People & Equity, Service Hub
Work Location: METRO HALL, 55 John Street
Job Type & Duration: Full-time, 1 Temporary Vacancy, 12 Months
Salary: $58,527.00-$71,958.00, TX5137 and wage grade 3.5
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 3-SEPT-2024 to 17-SEPT-2024
Recognized as one of Canada’s Top 100 Employers, the City of Toronto promotes professional development and is committed to providing opportunities to lead, learn and grow. We value integrity, reliability and fairness, and we embrace the diversity of the people we work with and serve. Our People and Equity Division plays a critical role within the City in promoting policies, practices and programs conducive to fostering and creating an equitable environment where employees, visitors and residents feel heard and welcome.
TEAM Central is an employee service centre that provides HR generalist services to all City employees and managers, in response to their inquiries by phone or online. If you are a people-centric human resources professional with highly developed customer service, communication and problem solving skills, this is a great opportunity for you! As the Representative, TEAM Central, you will resolve employee related inquiries on a full range of services related to the employee life cycle, including providing HR policy and program information and transactional support in the delivery of a wide range of HR services on behalf of the People & Equity (P&E) division.
What will you do?
Be the first point of contact for all internal City of Toronto staff, by phone or on-line.
Perform a variety of human resources program support duties, including processing various forms and documents, preparation of correspondence, compilation of information and material, set-up and maintenance of employee records, filing systems, databases, etc.
Provide immediate resolution to all inquiries via the phone or on-line on a full range of employee services, directing client to the relevant policies and programs
Support employees to access information (eg. Intranet, Success Factors, Learning System etc.) to self-serve.
Refer to knowledge base, utilize applicable systems to research, review, update, and enter employee details to complete inquiries.
Provide education and navigation support on available systems for employees/managers to use to help access the right information.
Escalate inquiries/cases for employees or managers where appropriate and out of scope in order to be resolved.
Support implementation of new policies and programs by directing employees and managers to tools and information.
Support clients with navigating relevant information and processes for various P&E related programs or topics.
Work in partnership with P&E teams to deliver timely, accurate and consistent service.
Work with other Service Hub teams to provide a standardized service adhering to processes and procedures
Escalate to Centre of Focus/Business Relationship inquiries/cases that are outside of Representative remit.
Provide feedback on the implementation of new policies and programs based on the inquiries and support required.
Perform web duties including input and maintenance of human resources information on websites by raising errors or changes and advising on navigational issues or suggestions.
Prepare and process information/documentation of a confidential nature to support other areas of the Service Hub (Transaction Services and Strategic Recruitment).
What you bring to the role
Considerable customer service and or people relations experience responding to a wide variety of internal stakeholder HR-related inquiries, supporting the navigation of overall employee experience.
Highly developed time management, organization and coordination abilities providing support to a team of professionals in a complex, fast paced, multi-disciplinary environment without close supervision. (Preference will be given to candidates who have experience supporting an HR function and/or Service Centre)
Ability to exercise discretion, critical thinking and good judgement in handling and redirecting confidential, difficult, or sensitive information and situations.
Highly developed interpersonal skills with the ability to actively listen and work with difficult clients and stakeholders, de-escalate and diffuse challenging situations, and successfully resolve customer issues in a diplomatic, unbiased, and professional manner.
Excellent communication skills both verbal and written. A strong command of grammar and writing for the purpose of responding to clients and stakeholders to support the employee experience.
Post-secondary education in Human Resources, Business Administration and/or a related discipline and/or the equivalent combination of education and experience. CHRP designation would be an asset.
Experience with HRIS systems and databases and high proficiency with Microsoft tools (e.g. Outlook, Word, Excel, Access and PowerPoint and virtual meeting and scheduling software such as WebEx. SAP and SuccessFactors are considered an asset.
Experience preparing e-correspondences, reports, spreadsheets, and/or presentations with a focus on accuracy and attention to detail.
Excellent research and analytical skills with the ability to resolve employee issues/inquiries while providing excellent customer service and compile, analyze and report data for management decision-making purposes.
Ability to apply policies, guidelines, legislation and collective agreements with knowledge of employment-related legislation, i.e., Employment Standards Act, Ontario Human Rights Code, Collective Agreements, Occupational Health & Safety Act, Workplace Safety and Insurance Act, etc.
Ability to work within an organization and team culture that emphasizes open communications, performance excellence, continuous improvement, learning, collaboration, transparency, accountability (score cards) and trust while promoting a strong code of ethics and integrity to support public service excellence.
Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .