Employee Service Centre Representative

JOB SUMMARY

Employee Service Management provides pay-related services to all City of Ottawa and Ottawa Police Services employees, including administration of all employee movement transactions including position, pay, benefits and pension adjustments in compliance with collective agreements, city policies and legislative requirements; and Payroll, Pension and Benefits Service Centre operations.

You serve as the first point of contact and source of expertise for City staff regarding payroll, pension and benefits information, inquiries and transactions.

You provide day-to-day and ongoing front line support services for pay, benefit, pension and ESS (Employee Self Service)/MSS (Manager Self Service) calls, and demonstrate sound judgement, tact and discretion when interacting with City staff at all levels. You also provide user support and training, troubleshooting, problem resolution, process development, documentation and record keeping as required. In addition, you are responsible for the integrity of data in the OMERS Pension Plan's secure site (e-access) and the insurance carrier's secure site, and for updating and auditing payroll, pension and benefits master data in SAP as required in response to employee requests.

EDUCATION AND EXPERIENCE

Completion of 2 year community college diploma in Business or related field

Minimum of 3 years of related experience in a variety of Payroll and/or HR functional areas with an emphasis on front end client service

CERTIFICATIONS AND LICENCES

KNOWLEDGE

• Customer service principles
• The City of Ottawa's departments, internal operational and administrative procedures, relevant contacts, collective agreements and services
• Working knowledge of Payroll and HR policies, processes and procedures
• Microsoft Office Suite and other corporate standard software as required
• Intermediate knowledge of SAP
• Legislation - Canada Revenue Agency, ESA, CLC, Pension and Benefits Standards Act, Ontario Pension and Benefits Act, MFIPPA, WSIB
• Knowledge of applicable health and safety legislation, including the rights and duties of workers.

COMPETENCIES, SKILLS AND ABILITIES

• Customer service oriented: ability to use effective and tactful oral and written communication skills with clients at all levels of the organization
• Demonstrated knowledge of SAP operation with a HR/Payroll services environment
• Apply collective agreements provisions as they relate to employee transactions
• Excellent organization and time management skills and techniques: ability to plan, organize and carry out work assignments, managing multiple and competing tasks simultaneously and prioritizing work to meet heavy workloads and non-negotiable deadlines
• Strict attention to detail and accuracy in the maintenance of records: ability to produce spreadsheets and statistical reports
• Communication skills with all levels of employees, management and the general public
• Work independently and within a team to develop innovative solutions
• Communicate effectively on complex issues
• Superior client service skills including patient and tactful with clients and other staff
• Highly organized/reliable and flexible
• Integrity, tact, discretion and good judgment in maintaining confidential information
• Takes initiative
• Creative/innovative
• Thorough
• Team player
• Resourceful
• Able to handle multiple tasks and work independently with minimum supervision under tight deadlines