Senior Associate, HR Service Centre

Who We Are

For more than 130 years, The Salvation Army has served people in need in communities across Canada and Bermuda. Building on our roots as a world-wide Christian church, each year we help more than 2 million people, providing necessities such as food, clothing and shelter. In addition, we support people experiencing unemployment, addiction and family challenges. We continually adapt and innovate to meet emerging needs and live out our mission, vision and values of hope, service, dignity and stewardship. As a faith- and values-based organization, we hire and serve people of all backgrounds and walks of life - there is a place for everyone to belong here.

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Job Description:

Position Purpose
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. This may include support with 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. On occasion, this role may receive overflow employee calls during peak call volume.
• Provide support for incoming requests to the HR Service Centre via telephone and ServiceNow web forms, to ensure 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 based on the complexity and nature of the request. This may include HR Operations a Centre of Expertise, or a HR Business Partner. Use remote tools and diagnostic utilities to aid in troubleshooting.
• Contribute to the Human Resources Service Centre knowledge base and training initiatives as needed.
• Identify common issues and appropriate solutions based on personal experience and collaboration with others, then develop help sheets and (FAQ) resources for end users. This is done in partnership with the Quality Assurance (QA) Service Manager.

Education and Experience 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:

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. Please email Recruitment.Accommodations@salvationarmy.ca if you have a need for any accommodation and we will be pleased to discuss this with you.