02 May
The Salvation Army in Canada
Canada
About The Salvation Army
The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.
We are an innovative partner, mobilized to share hope wherever there is hardship, building communities that are just and know the love of Jesus.
The Salvation Army Canada and Bermuda has four core values:
Service: We reach out to support others without discrimination.
We responsibly manage the resources entrusted to us.
The Senior Specialist, HR Operations Quality is responsible for the quality and accuracy delivered in HR Operations.
This role will ensure HR Operations is delivering exceptional customer service and accurate information via the “front line experience” as well as ensuring the team maintains excellent standards for data integrity and data governance.
Their mandate will include data quality auditing, customer response satisfaction and training. They will partner with the Director of HR Operations, to define and create a Quality Program that includes data quality audits and case management tickets in support of the and the HR Service Centre, COE’s and HRBPs. They will deliver coaching and feedback as well as partner with the Manager for any performance discussions or opportunities. They would also be responsible for identifying and delivering targeted training for the HR Operations team.
Quality Management
Manage and deliver on a Quality Management Program for Tier 2 – including workday data, customer service and Accuracy. This includes a matrix of performance and data quality standards.
Manage quality and accuracy performance of Tier 2 Associates to ensure they meet all data quality and customer service KPIs and SLAs.
Establish work processes and quality standards along with the appropriate training and tools needed to exceed service delivery expectations and or data governance requirements.
Responsible for the CSAT review of dissatisfied cases and will further provide an analysis for reasons for dissatisfaction along with an action plan for improved results.
Using a case management tool, the Quality Manager will be responsible for evaluating trends and will update FAQs, training, and the Knowledge Base. As well as, sharing feedback with the Director of HR Operations, Operational Excellence and HR Service Centre to improve performance or results
Provide statistical data and metrics around performance trends through the review of calls,
tickets and CSAT.
Is responsible and accountable for data audit checks and will review data to determine the appropriate remediation, including developing additional audit requirements in line with organizational governance.
Develop and provide coaching and guidance to HR Operations Advisors
Contribute to supporting the performance evaluation of the team.
Working with the Director HR Operations, identify performance issues, gaps, and training opportunities to maintain an exceptional level of quality for the HR Operations team.
Training
Develop and deliver quality management and auditing structure.
Identify training needs within the team and deliver targeted training. This may include training on customer service skills,
HR Policies, programs, Workday functionality and/or delivery. Partner with various CoEs to deliver targeted training (i.e., Establish and encourage a high standard of data quality and accuracy
Identify and oversee HR Operations improvement initiatives, look for new service requirements and opportunities to improve, consolidate, and standardize existing services (e.g., improve self-help related processes).
Review the HR Operations function to determine and execute on optimization opportunities.
Partner with, Operational Excellence, on gaps in Knowledge Management and suggest areas for improved delivery of content.
Partner with the COEs on opportunities to develop process improvement across the various HR programs
Partner with HRSC Quality manager to ensure the service and accuracy standards are collaborative and in support of the larger HRSDC team.
Bachelor’s degree in human resources, social sciences, or related field.
5+ years of experience working in the human resources field with in-depth knowledge of HR systems, products or services (HR Compliance, compensation, benefit, pensions and Labour relations administration)
~5+ years of experience in human resources reporting and analytics (data quality)
~3+ years of experience improving employee’s experience and performance management through data analysis.
~ Workday HRIS experience is a strong asset or willingness to pursue Workday Certification
~ Advanced Proficiency with Microsoft Office Suite
~ Comprehensive knowledge of project management as well as process analysis and continuous improvement tools
~ Experience using data to identify trends based on benchmarks for people analytics.
~ Experience using reporting tools for the extraction and manipulation of data (Access, Power BI)
~ Handling sensitive data in accordance with data protection regulations
~ Proven experience with quality programs
Advanced English language skills.