HR Service Centre Representative

Job Category: Human Resources

Requisition Number: HRSER
007458

At Meridian, our aspiration is to integrate our purpose into everything we do for people, the planet, and communities. We believe that our greatest opportunity is to create opportunity and meet people where they are. The HR Service Centre Representative plays a key role within Meridian’s HR Service Delivery model, providing first-level human support for employee inquiries that are not resolved through digital self-service tools, including the AskHR chatbot.

Acting as the “human in the loop”, this role is responsible for triaging and resolving employee inquiries while ensuring a consistent, accurate, and positive employee experience. The role also supports operational excellence by processing employee lifecycle changes in the HRIS system, maintaining a high standard of data integrity, and ensuring alignment with internal controls, policies, and regulatory expectations.

• Employee Inquiry Resolution (Tier 1 Support): provide first-level human support for inquiries unresolved through self‑service channels, respond to inquiries across all People & Culture functions, accurately categorize, triage, and document all inquiries in the case management system, ensure appropriate follow‑through on escalated cases, review escalated AskHR inquiries, apply defined escalation criteria, determine appropriate next steps, and promote self‑service tools where appropriate.
• Service Level Management & Accountability: meet determined service level agreements (SLAs) for response and resolution time, manage assigned case queues, prioritize workload, and track and monitor volume and aging tickets to avoid backlog.
• Transaction Processing, Data Integrity &
  
  Risk Management:
  
  process all employee life‑cycle transactions in the HR System, validate transaction inputs for accuracy and completeness, maintain high standards of data integrity and compliance, partner with Payroll, HR Leaders, CoEs and HR Business Partners, process benefit enrolments and updates, ensure all system transactions comply with internal controls and audit‑readiness requirements, analyze trends to identify recurring issues and recommend improvements, and own continuous improvement of assigned processes by leveraging AI, automation, and HR technology tools.
• Other Operational & Administrative Support: reconcile and process invoices for various People & Culture programs, prepare employment verification letters, and maintain cross‑functional knowledge to support the overall HR team.

• Working knowledge of case/ticket management systems, inquiry triage, and HRIS transaction processing across the employee lifecycle.
• Supported multiple HR functions such as Total Rewards and Talent in a shared‑services delivery environment.
• Ability to meet service level agreement (SLA) metrics and manage competing priorities while maintaining data integrity within an audit/risk framework.
• Preferred experience in a shared services or centralized HR model.
• Customer‑focused with strong interpersonal skills.
• Sound judgment to triage inquiries and manage escalation.
• High attention to detail and accuracy in HR data/transactions.

• 2 or more years’ experience in HR Operations, HR Service Centre or HR administration.
• Post‑secondary education in Human Resources, Business Administration or a related field.
• HR‑related certification or progress toward certification (e.g., CHRP or equivalent).
• Comfort learning and adopting new digital tools, with an openness to using AI‑enabled technology to enhance productivity, accuracy, and the member experience.

Salary Range: CAD $46,400.00 to $69,600.00 annually. Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about the total rewards package during the hiring process.

Office

Location:

Toronto Corporate Office located at 3280 Bloor St W, Etobicoke, ON. or St. Catharines Corporate Office located at 75 Corporate Park Drive, St. Catharines, ON. This is a hybrid work opportunity.

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success.
• We provide you with the tools and technology needed to delight your candidates and clients.
• You’ll get to work with and learn from diverse industry leaders.
• Hybrid work arrangements with in‑person office time to collaborate, innovate and build relationships with your colleagues.
• This isn’t your typical corporate job; we work hard and we have fun.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability.