Senior People Operations Specialist; Employee Relations

Job Title

Senior People Operations Specialist (Employee Relations)

We have recently created a People Operations Shared Services function and are actively seeking a talented Tier 2 Specialist to be part of our Global People and Workplace Services team.

As a Tier 2 Specialist you’ll move Pacific Life Re, and your career, forward by handling more complex and specialized employee interactions that go beyond the scope of Tier 1 support. The Tier 2 team will provide subject matter expertise in areas such as

• Workforce administration
• Onboarding
• Benefits administration
• Employee relations support

This team ensures accurate resolution of intricate cases and requests that come into the Shared Services function, partners with Centers of Excellence (COEs) for policy alignment, and drives process improvements to enhance efficiency and employee experience. By overseeing service requests, maintaining compliance with service-level agreements, and creating knowledge resources, Tier 2 plays a critical role in reducing escalations, enabling Tier 1, and delivering a consistent, high-quality service across the organization.

For this role in particular, we are looking for candidates with some knowledge of Employee Relations as this in this role you will be exposed to our ER environment and be supporting on ER cases. 75% of your role will be within the ER specialism and you will provide support to more generalist cases in periods of peak activity.

• Provide escalated, specialized functional customer support to employees and managers for questions, issues, and problems related to HR administration, including potentially leveraging agentic artificial intelligence (AI) to provide service
• Respond to complex employee inquiries, resolve issues, and triage cases prior to escalation to COEs.
• Partner with COEs to identify gaps in understanding and clarify current policies, processes and programs.
• Follow established procedures to complete a wide-range of intermediate tasks, applying judgment and subject matter expertise when discretion is required
• Develop and maintain clear and accurate documentation for HR operations, global procedures and work processes, including Workday HR knowledge articles
• Identify opportunities for automation and workflow improvements to enhance efficiency and employee experience
• Leverage data to identify trends and areas for improvement in terms of service delivery and use as a basis, together with COE partners, to determine the best course of action
• Perform additional tasks and responsibilities related to designated focus areas which may include:
• Process job changes (e.g., location change, manager change/approval, etc.)
• Support compensation administration (e.g., processing salary update transactions, processing one-time bonus payments, etc.)
• Support bulk data changes wherever needed
• Manage learning/class scheduling (e.g., new hire orientation via e-Learning)
• Support letter generation (e.g., travel Visa support)
• Onboarding administration (e.g., verification of employment, background check administration, I-9, etc.)
• Maintain and audit personnel files to ensure accuracy
• Benefits and leave administration
• Support performance improvement initiatives
• Support employee relations investigations

• Act as the escalation point for employee relations inquiries, ensuring accurate resolution and compliance, involving Centres of Excellence (COEs) where appropriate
• Providing support on a wide range of employee relations processes including
• Flexible working applications
• Performance management
• Investigations into employee grievances and disciplinary matters, conduct investigations
• Organizational change programs
• Other ER-related transactions requiring discretion
• Assisting with selected policy drafting and review in light of any employment law and/or regulatory changes.
• Maintain accurate documentation for ER processes and provide ongoing input around improvements to templates and process documentation
• Support with ensuring accurate reporting of Employee Relations data

• Bachelor's degree in HR, business administration, or related field or international equivalent
• Qualifications…