Services Specialist

What you'll do

Reporting to the AVP, HR Operations you will play a key role in resolving a high volume of day-to-day employee inquiries and requests while ensuring accurate documentation and resolution. You will play an important role in identifying trends and opportunities based on interactions with employees and contribute to training plans and resources for internal and external stakeholders. Your ability to gather feedback through cases and knowledge articles will be essential in identifying areas for improvement and supporting action plans.

This role requires strong case management skills, self direction, team collaboration, ability to identify and escalate complex or time sensitive inquiries, and a high focus on delivering a valued added and impactful employee experience.

• Support a high volume of day-to-day employee inquiries (via case management, phone and email), while maintaining a strong knowledge of Workday business processes, HR programs, policies and offerings across the enterprise.

• Ensure accurate documentation of inquiries, categorization and action based on urgency to drive through to case resolution while leveraging effective case management practices, while engaging partner teams as required.

• Provide feedback for Workday Help training based on trends, opportunities and experiences.

• Support to set the standard for employee engagement through case management practices. Also accountable to contribute to the documentation of internal team practices for consistent employee support.

• Identify opportunities to continuously improve the overall employee experience from a case management, knowledge management, and business process lens.

• Maintain knowledge of trends, best practices and new capabilities to drive efficiencies.

• Provide feedback for tools and guides to support employees and internal stakeholders in navigating Workday processes efficiently and consistently.

• Support the maintenance of the Knowledge Articles within the established framework, including storage and maintenance of all documents, as required.

• Support the Knowledge Article updates in Workday requested by COE's in addition to internal resources in support of a positive employee experience.

• Support the annual review of all case questionnaires to ensure continuous improvement aligned with the employee experience.

• Provide Workday access to terminated employees when automation is not available following required authentication protocols.
  Accountable to learn and adopt to new functionality and enhancements and offer feedback as requested.

• Maintain an understanding of Workday business processes and dependencies (eligibility rules, validations) to support employee inquiries and identify opportunities to enhance and streamline the employee experience as the first point of contact.

• Accountable to work well alongside partner teams to deliver effective HR processes, best practices, standard and initiatives.

• Self management with support as required to provide employee support and ensuring all deliverables are met including cyclical events by actively learning about requests and team deliverables.

• Participate in projects related to the enhancement of the employee experience using an enterprise-wide lens and leveraging a centralized place of knowledge to support design decisions.

• Minimum of 2-4 years of progressive Human Resources experience with at least 2 years of functional Workday experience, and previous case management experience with a focus on employee experience-related functions.

• Bachelor’s degree in human resources or a related field (or equivalent experience).

• Experience contributing to special projects and process improvement opportunities.

• Strong knowledge to support HR-related tasks, processes, services, programs, policies and cyclical events at Canadian Tire Corporation. Stay up to date on any changes, anticipating updates to knowledge articles and related resources.

• Business acumen and the ability to exercise judgment, such as maintaining confidential information with sensitivity and discretion.

• Excellent communication (written & verbal), relationship building, presentation, and interpersonal skills required. Fluency in both English and French is considered an asset.

• Demonstrated thorough knowledge of human resources policies and processes. Stays up to date with changes and anticipates impacts on the employee experience.

• Must be able to manage multiple priorities effectively, demonstrate close attention to detail, objectivity, be results-oriented, show initiative and creativity, and action focused.

• Curious and creative thinker with an innovative, growth mindset in approaching challenging problems.

• Demonstrated problem-solving abilities with a focus on providing effective solutions while understanding the big picture.

• Strong interpersonal skills for seamless collaboration with partner teams and employees at varying levels of technical proficiency.

• Knowledge of Workday set-up and experience working on Workday Help to support the People…