Employee Service Centre Coordinator

Description:

Peel Region is looking for a knowledgeable and service-focused Coordinator, Employee Service Centre, Payroll to join our Human Resources team for an assignment of up to six months. In this role, you will apply your payroll expertise, analytical skills, and careful attention to detail to support accurate and timely employee transactions, payroll calculations, benefits administration, onboarding, HR policies, and OMERS inquiries.

Working within our Employee Service Centre and through the ServiceNow platform, you will help employees navigate important moments in their employment journey. Your work will directly contribute to an employee experience built on timely service, accurate information, care, transparency, and trust.

As part of ONEHR, you will collaborate with HR colleagues and organizational partners to deliver connected, client-centred services. Your contributions will support Peel Region’s People Strategy by strengthening service excellence, operational effectiveness, and an inclusive employee experience.

 What’s in it for you? 

Although this is a six-month assignment, it offers a meaningful opportunity to:

 Apply and deepen your payroll expertise in a large, complex, unionized public-sector environment 
 Gain hands-on experience with a broad range of payroll calculations, employee transactions, benefits, OMERS, and HR service delivery 
 Work with leading HR technologies, including Employee Central, Employee Central Payroll, SAP, and ServiceNow 
 Build relationships across ONEHR and contribute to services that support employees throughout the organization 
 Strengthen your knowledge of collective agreements, employment legislation, payroll regulations, and public-sector practices 
 Contribute immediately to high-volume, business-critical work where accuracy and responsiveness matter 
 Expand your professional experience while helping create a positive and trusted employee experience 
 Join a collaborative team that values inclusion, transparency, care and support, leadership, and practical problem-solving 

 What you will do  Deliver accurate payroll administration 

 Review, process, and analyze employee payroll and HR transactional data in Employee Central and Employee Central Payroll. 
 Complete and validate payroll calculations, including premiums, arrears, refunds, and other pay-related adjustments. 
 Investigate discrepancies and resolve payroll issues by reviewing employee data, applicable policies, collective agreements, legislative requirements, and supporting documentation. 
 Verify that payroll information is complete, accurate, properly authorized, and entered within required timelines. 
 Protect the integrity and confidentiality of employee and payroll information. 

 Process employee transactions 

 Manage a range of employee transactions, including new hires, onboarding, employee data changes, transfers, promotions, leaves, and terminations. 
 Interpret and apply HR policies, collective agreements, established procedures, and legislative requirements. 
 Maintain accurate electronic employee records and ensure supporting documentation is complete. 
 Analyze system and employee data to identify and troubleshoot potential transaction or payroll issues. 

 Support benefits and pension administration 

 Process benefit enrolment and changes, including updates related to marital status, dependants, and beneficiaries. 
 Calculate benefit arrears, refunds, and related adjustments when required. 
 Respond to employee inquiries about benefits and OMERS pension administration. 
 Ensure benefit and pension transactions are completed accurately and in accordance with established requirements. 

 Provide responsive employee service 

 Respond to employee and HR inquiries through ServiceNow while meeting established service-level agreements. 
 Provide clear, accurate, and respectful guidance on pay, benefits, onboarding, HR policies, and OMERS. 
 Review each inquiry carefully, identify the underlying issue, and provide practical and timely solutions. 
 Escalate complex or sensitive matters to the appropriate subject matter expert when required. 
 Build trust through professional communication, confidentiality, transparency, and follow-through. 

 Contribute to ONEHR service excellence 

 Collaborate with Employee Service Centre colleagues and other HR partners to resolve employee issues and support consistent service delivery. 
 Provide SAP and HR system navigation support to employees and HR clients. 
 Assist with the development and maintenance of procedures, reference materials, and process documentation. 
 Identify opportunities to improve service quality, transaction accuracy, employee communication, and operational efficiency. 
 Provide coverage and support to other Coordinators during high-volume and peak periods. 

 What you bring  Education and experience 

 Post-secondary education in Human Resources, Business Administration, Accounting, Payroll Administration, or a related field. 
 A minimum of three years of experience processing employee payroll and HR transactional data. 
 Demonstrated experience completing, reviewing, and validating payroll calculations. 
 Experience working with HR and payroll technology systems. 
 Experience supporting employees or clients in a high-volume, service-oriented environment. 

 Payroll and technical knowledge 

 Strong knowledge of payroll administration, payroll calculations, HR transactions, and employee data management. 
 Understanding of Canada Revenue Agency requirements, the Employment Standards Act, benefits administration, and OMERS. 
 Ability to interpret and apply HR policies, collective agreements, business rules, and established procedures. 
 Proficiency in Microsoft Office, particularly Excel, Word, and Outlook. 
 Strong analytical and problem-solving skills, with the ability to identify discrepancies, investigate root causes, and determine appropriate corrective action. 
 Exceptional attention to detail and a commitment to producing accurate work. 
 Ability to learn and navigate multiple systems while maintaining accurate records. 

 Service and collaboration 

 Strong verbal and written communication skills, with the ability to explain payroll and HR information clearly to diverse audiences. 
 Excellent organizational and time-management skills, with the ability to manage competing priorities and meet established deadlines. 
 A strong customer-service mindset and the ability to build effective relationships with employees, HR colleagues, and organizational partners. 
 Ability to work independently while contributing to a collaborative ONEHR team. 
 Sound judgment and a high level of professionalism, confidentiality, tact, and diplomacy. 
 Commitment to delivering service that reflects Peel Region’s values of inclusion, transparency, care and support, collaboration, and leadership. 

 The following would be considered strong assets 

 A recognized professional payroll designation 
 Experience working in SAP or Employee Central Payroll 
 Experience using ServiceNow or another ticket and case-management system 
 Experience working in a unionized, multi-agreement, or public-sector environment