Human Resources Help Desk Lead

Position: Human Resources Help Desk Lead

FTE: Full - Time, Permanent

Department: Health PEI, Human Resources

Location: Charlottetown, PEI

Salary: $29.65 - $37.09 per hour

Start Date/Term Length: Commencing Immediately

About The Position:

This position will provide leadership, guidance and strategic and operational support for the day to day operations of the Human Resources (HR) Helpdesk, as well as provide Tier I support to employees of Health PEI on a variety of functions including Talent Management, Human Resources, Occupational Health, Safety & Wellness (OHS) and Payroll. This role is responsible to provide an in-depth knowledge of our programs offered to employees in a customer centric manner which meets their needs. The Helpdesk Lead will ensure day to day operations of the helpdesk are met, lead the HR Helpdesk team in addition to gathering and evaluating information provided by the employee, taking the necessary steps to resolve the issue or escalate more complex issues to the appropriate Subject Matter Expert (SME

Duties:

Leads the day-to-day operations of the HR Helpdesk team, empowering employees to ensure the effective delivery of services to the organization.
Establishes clear strategies, priorities, and action plans to achieve desired goals that are aligned with overall organizational objectives.
Establishes work and professional development plans, goals, and monitors ongoing performance to ensure key performance indicators (KPI) and objectives are achieved.
Conducts performance appraisals on direct reports and ensures ongoing training and coaching, engages in progressive performance management practices as appropriate.
Acts as a culture and change champion within Health PEI ensuring values and cultural objectives are embedded in all initiatives.
Establishes work environments that optimizes positive employee engagement and adherence to our mission and values.
Develops tools and measures to ensure initiatives are defined and outcomes are achieved.
Monitors progress towards objectives, implements risk mitigation strategies when required to ensure targets are met or reprioritizes where necessary.
Ensures the staffing complement is appropriate to meet the demands of the organization and implements changes where needed because of staffing requirements.
Collaborates with talent acquisition and the PSC to attract, recruit, and onboard new employees to the department.
Manages leave utilization, overtime, days lost to injuries, professional development, and other related human resources indicators within the unit. Ensures processes are in place to maintain a healthy and safe work environment.
Ensures the department provides consistent, reliable, responsive, and high value customer service which optimizes the ability to achieved desired outcomes.
Maintains open lines of communication to the Director, Talent Management, Human Resources (HR), and leadership to ensure all parties are kept updated on department initiatives, challenges, and industry changes.
Builds and maintains effective working relationships with leadership, and employees to facilitate the exchange of information that supports consistent practices.
Researches and keeps up to date on best practices and industry knowledge to drive ongoing innovation and continuous improvement initiatives.
Develops retention strategies that enhance quality of work life and employee experience.
Supports the Director of Talent Management in the development of the strategic plan for talent management.
Leads the development of the HR Helpdesk framework to ensure it delivers effective services with a focus on the employee experience.
Collaborates broader Human Resources group to ensure delivery of services and resolution of system issues.
Ensures consistent delivery HR Helpdesk services to Health PEI within defined service level agreements (SLAs), take action or makes recommendations to mitigate risk.
Leads process improvements to ensure that the services provided by the team are effective and they meet the needs of the organization.
Recommends solutions, drafts tools and material, or actively participates in the development of new or revised procedures tools.
Develops and maintains appropriate policies, guides, standard operating procedures, training materials, and employee self service information to support effective delivery of HR Helpdesk services.
Provides training to staff ensuring the effective delivery of HR Helpdesk services.
Provides information on or directs employees to applicable collective agreement articles, escalates any issues that require interpretation to the appropriate SME (ie HR Manager, HR Coordinator, ESA or Specialty Group.)
Manages assigned mailboxes such as to inquires or assigning tickets/workflows to the appropriate tier or SME.
Responsible to ensure service level agreements (SLA) and key performance indicators (KPIs) such as quality of work, first call resolution, time to resolution, and employee satisfaction are achieved.
Assigns and follows up on tickets to ensure resolution within the designated SLA.

Minimum Qualifications:

A Bachelor’s degree in Business Administration, Human Resource, or a related field;
Leadership skills and ability to supervise a team;
High level of customer service excellence along with a high sense of urgency to deliver results;
Experience working within the healthcare system
Experience and knowledge of the PeopleSoft Human Resources Information System preferred;
Computer proficiency with demonstrated skills in Office 365 suite of software (Outlook, Excel, Word, PowerPoint)
Excellent interpersonal, organizational and communication skills;
Ability to thrive within a fast-paced and evolving environment with minimum supervision;
Models’ behaviours that support teamwork with a focus on overall employee satisfaction;
Highly reliable; good previous work and attendance record is required;
Satisfactory completion of a criminal background check which meets organizational requirements.
Have a valid driver’s license and access to reliable means of transportation

Other Qualifications:

Experience working in Human Resources or relating field would be an asset.
Experience working within a contact centre or Helpdesk environment would be an asset.

Benefits:

On-site parking
Employee assistance program
Company events
Wellness program

Job Types: Permanent, Full-time

Salary: $29.65-$37.09 per hour

Benefits:
Company events
Disability insurance
Employee assistance program
Extended health care
Life insurance
On-site parking
Paid time off
Vision care
Wellness program
Schedule:
8 hour shift
Monday to Friday

Ability to commute/relocate:
Charlottetown, PE C1A 4K9: reliably commute or plan to relocate before starting work (required)

Work Location: In person