HR Associate Operations Senior Specialist

HR Associate Experience Operations Senior Specialist

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.

Acuity Inc. (NYSE: AYI) is a market‑leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives. We are positioned at the intersection of sustainability and technology.

Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location‑aware applications.

We are in search for a HR Associate Experience Operations Senior Specialist to respond to associate inquiries for HR related matters. You will provide support for associate self‑service tools, and provide accurate information about policies, processes, and programs in the areas of payroll, benefits, leaves administration, HR systems, and other matters that occur during the employment life cycle. You will resolve associate inquiries on a timely basis, while delivering exceptional customer service.

You will receive activity through multiple channels such as case management, system notifications, phone calls, and chat service as the first point of contact for HR queries. This position supports a geographically dispersed population located both in Canada and in the US. Bilingual in English and French is required for this role.

• Responsible for receiving, addressing, researching, troubleshooting, and escalating questions via the Experience Center.
• Service as a primary point of contact for HR inquiries and requests that cannot be answered and/or completed through direct access.
• Answer a broad range of questions regarding benefits, onboarding, employment, compensation, training, policies, and procedures (leveraging the organization knowledge base as appropriate).
• Resolve associate inquiries or issues by applying standard, administrative procedures and agreed practices.
• Lead projects as defined by leadership, which include development of project plan with key milestones and deliverables, lead meetings, provide regular project updates, and adhere to project deadlines.
• Configure, maintain, and update functional data such as pay scale levels and pay scale rates within HR system.
• Partner with HRBPs and act as a consultative partner during updates to rate changes, and/or contract negotiation updating ACONNECT accordingly while assuring data quality.
• Act as a liaison between the AEC and Alight to resolve pay related issues.
• Travel independently to various facility sites to conduct training on best practices, conduct listening sessions, and recommend and develop action plans based on associate feedback.
• Maintain performance against established KPI's (Time to Resolve, Average Handle Time, Average Wait Time, Average Speed of Answer, escalation rates, abandoned calls, etc.), with goals of First Call Resolution and associate satisfaction.
• Interpret policies and counsel associates. Recommend action on requests arising from exceptional circumstances. Escalate non‑routine matters/specialized requests to appropriate escalation include People Managers, HR Administration, HR Manager, Strategy Advisors, Payroll, Legal, and Benefits etc. and Centers of Expertise.
• Track issues, questions, and follow up using the Case Management System and assist with the development of knowledge articles for HR knowledge portal as needed. Ensure strict confidentiality of all work and information.

• High School diploma required
• 1‑2 years human resource management experience required
• Bilingual English and French

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for…