HR Associate Experience Operations Senior Specialist

Acuity Brands; Vaughan; On-site; CAD 55,000 - 70,000; Full time

Job summary

A leading technology company based in Vaughan is seeking an HR Associate Experience Operations Senior Specialist. This position involves responding to HR inquiries, providing support for self-service tools, and ensuring exceptional customer service for associates. Bilingualism in English and French is a key requirement, along with a high school diploma and 1-2 years of HR management experience. Join a team committed to diversity and innovation in a dynamic workplace.

Qualifications

• 1-2 years human resource management experience required.
• Experience with HR systems and case management.

Responsibilities

• Respond to associate inquiries for HR related matters.
• Provide support for associate self-service tools.
• Maintain performance against established KPIs.
• Lead projects defined by leadership.

Skills

Bilingual in English and French

Customer service skills

Problem-solving skills

Education

High School diploma

Job description

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.

Job Summary

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.

Key Tasks & Responsibilities (Essential Functions)

• 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.
• Configures, maintains, and updates functional data such as pay scale levels and pay scale rates within HR system. Partners with HRBPs and acts 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.
• Maintains 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.
• Tracks issues, questions, and follow up using the Case Management System. And assist with the development of knowledge articles for HR knowledge portal as needed. Ensures strict confidentiality of all work and information.

Skills and Minimum Experience Required

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

Compétences et expérience souhaitées

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

Accommodation for Applicants with Disabilities:

As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at [phone], select option 4. Please clearly indicate what type of accommodation you are requesting and for what requisition.

Knowledge of French is required for positions permanently located in Quebec so incumbents can communicate with their colleagues and suppliers in Quebec as necessary. French-language training is offered to all incumbents in permanent positions in Quebec who do not have a good knowledge of French.