Customer Support jobs in Canada

Overview

Under the direction of the Vice President of Human Resources, the Human Resources Manager – Employee & Labour Relations (HRM E&LR) is responsible for managing and overseeing strategic guidance relating to Human Resources with a strong focus on Labour & Employee Relations. This role also provides human resources consultation and support to property departments to define and execute HR strategies that enable the accomplishment of business objectives and provides change management leadership as needed.

The HR Manager Employee & Labour Relations will also have the direct reports of the Employee Relations & Labour Relations Specialist and Benefits Specialist roles. This position is also an integral member of the property’s Human Resources team, working closely with fellow Human Resources professionals in support of the property’s Human Resources’ goals. Additionally, this role collaborates with global Support Services teams to ensure alignment with brand standards, strategic objectives and innovative initiatives.

Employee Relations

• Provides direction, coaching, and advising to management in interpreting and communicating the property’s ER policies, procedures, and practices as they relate to resolving employee issues, such as: management on performance, attendance, and compliance issues, as well as, rolling out HR initiatives to address retention while providing superb customer service.
• Ensures compliance requirements are met by providing guidance and support as needed.
• Acts as a change agent for Hard Rock Ottawa.
• Participates on corporate and business task teams as dictated by business needs.
• Provides leadership and behavioral coaching to designated clients and their organizations.
• Promotes positive public/employee relations at all times.
• Ensure management adherence to existing policies and procedures. Facilitate proper resolutions to situations involving complaints, policy, and procedure violations, and interpersonal conflict.
• Coach and counsel management and team members as needed to ensure an environment of fair and equitable treatment and positive communication.
• Serve as a link between management and team members to help resolve conflicts through facilitation and mediation.
• Investigate complaints of harassment or misconduct. Resolve situations to appropriate conclusions involving all related parties, in collaboration with the VP of Human Resources.
• Supports with planning and participating in Team Member engagement events that are designed to maintain or improve morale and engagement.
• Responsible for the exit interview process and associated reporting.
• Plans and executes all logistics related to the annual Employee Engagement Survey and leads the Survey execution team.
• Coordinates the philanthropic efforts and events for Team Members

Labour Relations

• Know and understand the collective bargaining agreements and provide interpretation to management.
• Conducts training as necessary to facilitate understanding of the collective bargaining agreements.
• Assists with negotiating collective bargaining agreements.
• Investigating and responding to grievances in a timely manner.
• Preparing cases for arbitration and litigation.
• Partners with designated HR specialists to develop high-performance work teams (grounded in knowledge of external trends, business knowledge, and HR fundamentals) capable of delivering and meeting customers’ expectations.
• Conducts employee-related investigations.
• Oversees termination decisions and responsible for responding to Team Member termination appeals.

Health & Safety

• This role is also responsible for the Health & Safety program at the property
• Develops and oversees the Health & Safety program at the facility in accordance with the Occupational Health & Safety Act, including annual review of the workplace violence and workplace harassment policies.
• Implements the Joint Health & Safety Committee (JHSC) requirements according to the relevant laws and facilitates the quarterly (at a minimum) JHSC Meetings.
• Manage WSIB claims and facilitate communications with the employee and manager.
• Develops and communicates Health and Safety Updates, as required.
• Ensures all reporting obligations are met.
• Coordinates and consults with Ministry of Labour, when required.
• Conducts regular workplace health and safety inspections.
• Conducts health and safety investigations as required.
• Ensures all H&S training obligations are met.

Overall

• Handles difficult, sensitive situations that require discretionary thinking and decision-making.
• Handles various Team Member issues with confidentiality, using problem-solving skills as required.
• Organizes work, ensures timely data entry into various systems to include HRIS and other departmental tracking mechanisms.
• Ensures adherence to policies and procedures as governed by provincial & federal legislation, regulatory compliance, department and the company.
• Interacts with and assists Team Members in an upbeat, positive and professional manner.
• Acts as a role model to other Team Members.
• Takes an active role in support of company promotional programs.
• Actively participates in Internal Audit(s) as required.
• Lives the Brand.

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

• Minimum 7 to 10 years of progressive and leadership experience within Human Resources with a specialization in Employee and Labour Relations, collective bargaining and Health & Safety.
• Minimum 5 years of experience as an HR business partner/Labour Relations with a proven track record of success in a fast-paced environment
• At least 5 years in a leadership role, with demonstrated ability to set strategic vision and lead teams through periods of rapid growth
• A Bachelor’s degree in a related field or an equivalent combination of education and/or related experience required.
• CHRP designation preferred.
• Occupational Health and Safety, Part One & Part Two Certification.
• Maintain sensitive information in accordance with our policies and the Code of Ethics.
• Must be able to obtain a Cat 1 license with the Alcohol and Gaming Commission of Ontario (AGCO).

ADDITIONAL REQUIREMENTS

• Previous hospitality, hotel or casino experience highly preferred, particularly in human resources.
• Ability to travel (10-15%) and work flexible schedules, including nights, weekends and holidays is required.
• Fluency in English: additional languages (French) preferred.

SKILLS

• Must be proficient in Microsoft Office, i.e., Excel, PowerPoint, Word, and Outlook
• Must possess strong communication and listening skills, excellent speaking, reading and writing.
• Comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to work flexible schedules, including nights, weekends and holidays as required.
• Ability to be punctual and meet deadlines.
• Ability to function independently in a multi-task environment, as well as a part of a team.
• Ability to deliver a service level which creates an atmosphere that makes our internal and external guests want to return, giving each guest a positive, memorable experience.
• Ability to present an image of excitement, enthusiasm and outgoing personality, while being able to present a professional appearance and demeanor.
• Ability to develop and deliver programs which create a service level of excellence for all levels of management and Team Members.
• Ability to link training to the organization’s strategic goals.
• Ability to exercise sound judgment on an independent basis.
• Ability to maintain strict confidentiality.
• Must possess excellent attention to detail and be extremely organized.
• Interact with management and Team Members of all departments, embodying and encouraging a positive work attitude and assessing and assisting with Human Resources needs across all departments.
• Other assignments as directed.

PHYSICAL DEMANDS

• Duties and responsibilities are typically performed in a professional office setting, but there may be times where you will need to be on the Casino Floor or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.
• Ability to sit or stand for extended periods of time.
• Ability to make repeating movements of the arms, hands, and wrists.
• Ability to express or exchange ideas verbally and perceive sound by ear.
• Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders.
• Ability to occasionally, regularly, frequently move objects (lift, push, pull, balance, carry) up to 10 pounds.
• Ability to tolerate exposure to heat, cold, and loud/noisy environment

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Please contact Human Resources at hrnotify@hrcottawa.com if you require accommodation at any time throughout the hire process.