Shared Service Advisor

University of Alberta; Edmonton; Hybrid; CAD 60.000 - 80.000; Vollzeit

Benefits dieser Stelle

Benefits package

Zusammenfassung

University of Alberta in Edmonton is seeking a proactive Staff Service Centre Advisor to support staff with HR and Finance processes. The role combines remote and in-person work, primarily at Enterprise Square, Edmonton, and aims to deliver seamless service across channels.

You will provide guidance, document interactions, and collaborate with cross-functional teams to improve knowledge resources, ensure accuracy, and meet performance standards while offering excellent client service.

Qualifikationen

• Diploma in a related area is required.
• 1–3 years in HR, Finance, or admin service delivery.
• Excellent written and verbal communication with attention to detail.

Aufgaben

• Provide one-on-one service and support for HR and Financial processing inquiries.
• Advise staff via multiple channels, guiding them through processes with empathy.
• Gather information to prioritize and categorize interactions for efficient resolution.
• Resolve inquiries with knowledge of university systems and policies.
• Anticipate needs and offer subject-matter expertise beyond the initial request.
• Collaborate with the Staff Service Centre and other teams to share knowledge.
• Document client interactions using the Service Management tool with detailed notes.
• Deliver high-quality service and meet performance standards.
• Contribute to continuous improvement initiatives and updating knowledge resources.
• Update the knowledge base, chatbot, and self-service resources as required.

Kenntnisse

Communication

Customer service

Empathy

Attention to detail

Ausbildung

Diploma in a related area

Jobbeschreibung

This competition is open to all applicants however; internal applicants will be given priority consideration based on minimum qualifications, or a combination of experience, skills, and abilities before external applicants are considered.

Location - This role is hybrid with a mix of remote and in-person. Work primarily takes place at Enterprise Square, Edmonton.

The Shared Services Staff Service Centre is seeking a highly motivated, service and results oriented individual to provide one-on-one service and support for prospective and current staff regarding Shared Services processes in HR and Finance. Advisors will offer service and navigational support in an efficient and holistic manner, networking with other Shared Services teams, University Services and Finance portfolios, or other campus resources. As the first point of contact for employee HR and Finance inquiries, you’ll provide advice, guidance and leadership in process, quality and accuracy, with a focus on:

• Providing comprehensive advice and support through various channels regarding inquiries and requests related to HR and Financial processing streams and escalating matters outside of these purviews to the appropriate Shared Services team or Centres of Expertise.
• Actively listening to staff and other stakeholders to understand needs and desired outcomes, while using empathy and intentional communication to navigate difficult and potentially sensitive interactions.
• Using available resources, gather relevant information to process, prioritize, and categorize all interactions with staff.
• Addressing and resolving inquiries with knowledge of university systems, programs, policies, procedures, requirements, and options, escalating through the proper channels only when necessary.
• Anticipating needs and proactively responding to requests, providing subject matter expertise, professional advice, and recommendations extending beyond the initial request.
• Collaboratively working with the Staff Service Centre team, team lead, and other members of Shared Services to share knowledge and utilize errors as learning opportunities for the benefit of the team.
• Documenting and managing client interactions using a Service Management tool with detailed notes for every interaction, and moving requests to the appropriate team if necessary to ensure appropriate resolution.
• Delivering high-quality service that demonstrates a commitment to service excellence and ensures a superior client experience while consistently meeting performance standards
• Contributing to continuous improvement initiatives/projects that require the knowledge or resources of the Staff Service Centre
• Updating and managing knowledge base, chatbot, and other self-service resources as required

• Diploma in a related area.
• Minimum of one to three years of Human Resources, Finance, or administrative service delivery experience in a large, complex, metrics-driven service delivery environment.
• Excellent written and verbal communication, with a demonstrated attention to detail.

This position offers a comprehensive benefits package.