[Hiring] Senior Associate, HR Service Centre @The Salvation Army Canada and Bermuda Territory

Role Description

The HR Service Centre Senior Associate supports inquiry management and workforce administration for Mission Partners. This position supports the delivery of human resources programs, policies, and processes primarily to people leaders and acts as an escalation for employees.

Key Accountabilities

• Provide first level support for all people managers concerning HR policies and programs, including processing transactions over the phone.
• Provide second level support for employee inquiries concerning HR policies and programs, leveraging Ministry Unit and Centre of Expertise specific knowledge and expertise.
• Support incoming requests to the HR Service Centre via telephone and ServiceNow web forms, ensuring courteous, timely, and effective resolution of user issues.
• Log and track complex inquiries using an inquiry management tool.
• Provide and maintain procedures and processes for inquiry escalation.
• Foster strong and positive relationships with Ministry managers and serve as a mentor for Junior HR Administrators (HRAs) within the HR Service Centre.
• Interpret policies and procedures and assist with the escalation of sensitive issues within The Salvation Army (TSA).
• Escalate incidents with accurate documentation by evaluating issues, documenting relevant details, and determining the appropriate resolution tier.
• Contribute to the Human Resources Service Centre knowledge base and training initiatives as needed.
• Identify common issues and appropriate solutions, then develop help sheets and FAQ resources for end users in partnership with the Quality Assurance (QA) Service Manager.

Qualifications

• Post-secondary certificate or diploma in social sciences, human resources, or related field of three academic years.
• A minimum of three years of relevant experience.
• Demonstrate a commitment to and understanding of the mission and values of The Salvation Army and their application within a Human Resources service environment.
• Maintain the highest standards of confidentiality and professionalism when handling sensitive employee and organizational information.
• Deliver exceptional customer service, ensuring a positive, responsive, and solutions-focused experience for managers and employees.
• Communicate effectively, both verbally and in writing, with the ability to convey information clearly and professionally to diverse audiences.
• Apply strong organizational and time-management skills to manage competing priorities and meet service expectations.
• Manage multiple tasks and inquiries simultaneously in a fast-paced environment while maintaining accuracy and efficiency.
• Exhibit a high level of attention to detail when processing information, documenting cases, and resolving inquiries.
• Demonstrate empathy, active listening, and sound judgment when addressing employee and manager concerns.
• Build positive working relationships with stakeholders through a collaborative, professional, and service-oriented approach.

Compensation

• The target hiring range for this position is $58,531.20 to $73,174.40 with a maximum of $87,817.60.
• Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.
• The Salvation Army will provide reasonable accommodation upon request.