Coordinator, Employee Service Centre

Position Details

• Employment Status: Contract Full Time up to 6 months
• Hiring Range: $75,696 - $85,159 per annum
• Work Mode: Hybrid
• Location: 7120 Hurontario Street, Mississauga, ON
• Hours of Work: 35 hours per week, with occasional extended hours during peak periods
• Department: Corporate Services-Human Resources

Peel Region is seeking a Coordinator to provide expert support on pay, benefits, onboarding, HR policies, and OMERS through the ServiceNow platform. With a strong customer service orientation, the Coordinator ensures effective communication and timely responses to meet service level agreements (SLAs), while maintaining compliance with policies, collective agreements, and legislative requirements.

Key Responsibilities

Employee Service Centre Support

• Serve as the primary point of contact for employee inquiries regarding pay, benefits, onboarding, HR policies, programs, and OMERS.
• Respond to employee questions via ServiceNow, ensuring accurate and timely communication.
• Analyze and provide guidance to employees, managers, and HR associates on payroll and HRMS-related issues.
• Process and maintain accurate HRMS employee transactions, including new hires, transfers, leaves, retirements, terminations, and benefits changes.
• Administer biweekly processes, ensuring compliance with policies, collective agreements, and CRA regulations.
• Verify data accuracy on employee pay lines, including acting premiums, retroactive payments, and deductions.
• Process Records of Employment (ROEs), garnishments, and union dues.
• Contribute to the development, organization, and upkeep of knowledge articles within the Employee Service Centre knowledge base to enhance self-service capabilities.
• Assist in the review and improvement of forms to optimize workflows and streamline processes within the Employee Service Centre and SAP.

Benefits & OMERS Administration

• Enroll employees in OMERS and benefit plans while maintaining up-to-date knowledge of plan policies.
• Process benefits-related changes, such as marital status updates, beneficiary changes, and arrears calculations.
• Coordinate with Accounts Receivable for benefit deductions during employee absences.

Reporting & Documentation

• Prepare and analyze biweekly and monthly reports and remittances.
• Maintain accurate electronic employee records and assist in updating procedure manuals and user guides.
• Respond to requests for payroll and HR-related information from internal and external stakeholders, including Service Canada and CRA.

Customer Service & Continuous Improvement

• Deliver exceptional customer service, ensuring inquiries are resolved professionally and within SLAs.
• Collaborate with HR teams to identify and address trends, issues, or process improvements.
• Provide basic navigation instructions for HRMS and ServiceNow to clients and employees.

Qualifications

Education & Experience

• Post-secondary education in Human Resources, Business Administration, Accounting, or a related field.
• Minimum of 3 years of experience processing employee payroll and HR transactional data.
• Experience with HR technology systems, particularly SAP and ServiceNow.

Skills & Knowledge

• Experience in creating and maintaining knowledge base content and identifying opportunities for form and workflow improvements.
• Prior experience utilizing ticket management systems, with familiarity in ServiceNow being a plus.
• Strong understanding of payroll administration, HR policies, and collective agreements.
• Knowledge of CRA regulations, OMERS administration, and the Employment Standards Act.
• Proficiency in Microsoft Office Suite, particularly Excel, Word, and Outlook.
• Demonstrated analytical and problem-solving skills with attention to detail.
• Effective verbal and written communication skills to engage with diverse audiences.

Competencies

• Strong organizational and time management skills to manage multiple priorities in a fast-paced environment.
• Interpersonal and customer service skills to maintain effective relationships with employees and stakeholders.
• Ability to work independently and as part of a collaborative team.
• High level of professionalism, confidentiality, and diplomacy.

Perks That Make Work Fun (and Your Life Easier)

At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team (where applicable):

• Vacation Accrual: Accrue vacation on a monthly basis—because work-life balance is important (where applicable).
• Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need (where applicable).
• Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.
• Supportive, Respectful Culture: Work in an environment where leadership truly cares and inclusivity is celebrated.

We’ve got you covered — because we know happy, healthy people do their best work!

Work Arrangement

In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in-person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.

Your off-site work location must be within the province of Ontario to ensure compliance with regulations and policies. Peel Region offers job-based flexible hours of work that allow employees to manage personal and professional responsibilities while ensuring business operational needs and customer service expectations are achieved.

Interview

Our recruitment process will include video conference technology.