Employee Experience Representative

Career Opportunity

Our Employee Services and Systems department is seeking an Employee Experience Representative to join their team!

What You Will Do

The Employee Service Centre is the first point of contact for all incoming TTC employee inquiries related to Payroll, HR programs, HR systems, policies and processes via all three inbound channels (telephone, email and AskHR). The Employee Experience Representative is responsible for managing all inbound inquiries or redirecting / escalating to the appropriate team(s), within applicable Service Level Agreements.

The incumbent will also:

• Provide effective and efficient customer service to employee inquiries regarding Payroll, HR programs / policies / procedures and HR systems; provide end-user support while promoting / guiding employees in the usage of self-service functionalities as applicable.
• Analyze the nature and complexity of incoming inquiries and determine whether escalation / redirection is required, otherwise manage the inquiry internally; exercise good judgement, discretion, and insight to identify the root cause of the inquiry and diffuse contentious situations.
• Take full and complete ownership and accountability of each inquiry, ensuring consistency, accuracy and transparency is applied.
• Provide an end-to-end employee experience (inbound acknowledgement, investigation, constant touchpoints with the employee regarding progress and final resolution).
• Act as a liaison with various departments to manage inquiries end-to-end (Talent Management, Compensation, Payroll, Benefits, Employee Lifecycle Team, etc.)
• Use all available tools to ensure the delivery of a consistently high-quality employee experience (SAP Workzone, Case Management System (C4C), SuccessFactors (MyTTC), SAP Payroll, training / process material, etc.).
• You will ensure service level agreement targets are met / exceeded.
• Provide input /support as it relates to the continuous maintenance of up-to-date documentation such as SOP’s (Standard Operating Procedures), Training Material, Process Documents, etc.
• Identify and share opportunities to improve processes and/or enhance the employee experience.
• Contribute to the ongoing evolution of KnowledgeBase content within SAP Workzone.
• Maintain strict data security guidelines and employee confidentiality.
• Process various employee record updates related to Personal Information, direct deposit, benefits / dependent, etc.  
• Provide support to the Employee Lifecycle Team as needed.
• Demonstrate behaviours that support diversity, inclusion, and a respectful work and service environment that is free from discrimination and harassment. Help to remove barriers and accommodate employees and customers (within their area of responsibility) in accordance with TTC’s commitments and obligations under the Ontario Human Rights Code (OHRC) and Related Orders, the Accessibility for Ontarians with Disabilities Act (AODA), and TTC’s policies.

What Qualifications Do You Bring?

• Your educational background including completion of a post-secondary education in a relevant discipline, or the equivalent combination of education, training (Business Administration courses, Customer Service training) and experience deemed to be equivalent is integral and will contribute to success in this role
• Your application will demonstrate several years of relevant experience such as HR Administration, Service Centre experience
• High degree of knowledge and experience in the delivery of customer service to diverse clientele groups is required
• Customer Service/Service Centre working knowledge and mindset is required
• Your application will also demonstrate your ability to prioritize workload based on process, system timelines and urgency/impact
• Proficient in Microsoft 365 with strong PC skills and quick adaptability to various software applications (ERP solutions, mainframe, databases, SuccessFactors, case management system) and office equipment
• Excellent analytical, organizational and investigative skills as well as effective oral and written communication skills to accurately process payroll information, manage inquiries, and meet established deadlines
• Detail-orientated, with solid mathematical skills; and ability to work within strict time limitations;  
• Solid proficiency using a PC with good working knowledge of Microsoft Office Excel and Word, and an aptitude to learn several different software applications (ERP solutions, mainframe databases, case management system) as well as other office equipment necessary to perform duties.
• Excellent analytical, organizational and investigative skills as well as effective oral and written communication skills to accurately process payroll information, manage inquiries, and meet established deadlines. 
• Excellent interpersonal skills, with an ability to remain calm in stressful situations such as when dealing with contentious situations is required.
  Knowledge of SuccessFactors and SAP applications are assets
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

What Skills Do You Bring?

What We Offer

• Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve.
• A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives. Making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities.
• Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues’ well-being.