Senior Specialist, HR Operations Quality

About The Salvation Army

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.

Vision Statement

We are an innovative partner, mobilized to share hope wherever there is hardship, building communities that are just and know the love of Jesus.

Core Values

The Salvation Army Canada and Bermuda has four core values:

Hope: We give hope through the power of the gospel of Jesus Christ.
Service: We reach out to support others without discrimination.
Dignity: We respect and value each other, recognizing everyone’s worth.
Stewardship: We responsibly manage the resources entrusted to us.

About the Position

The Senior Specialist, HR Operations Quality is responsible for the quality and accuracy delivered in HR Operations. This role will ensure HR Operations is delivering exceptional customer service and accurate information via the “front line experience” as well as ensuring the team maintains excellent standards for data integrity and data governance.

Their mandate will include data quality auditing, customer response satisfaction and training. They will partner with the Director of HR Operations, to define and create a Quality Program that includes data quality audits and case management tickets in support of the and the HR Service Centre, COE’s and HRBPs. They will deliver coaching and feedback as well as partner with the Manager for any performance discussions or opportunities. They would also be responsible for identifying and delivering targeted training for the HR Operations team.

Quality Management

• Manage and deliver on a Quality Management Program for Tier 2 – including workday data, customer service and Accuracy. This includes a matrix of performance and data quality standards.
• Manage quality and accuracy performance of Tier 2 Associates to ensure they meet all data quality and customer service KPIs and SLAs.
• Establish work processes and quality standards along with the appropriate training and tools needed to exceed service delivery expectations and or data governance requirements.
• Responsible for the CSAT review of dissatisfied cases and will further provide an analysis for reasons for dissatisfaction along with an action plan for improved results.
• Using a case management tool, the Quality Manager will be responsible for evaluating trends and will update FAQs, training, and the Knowledge Base. As well as, sharing feedback with the Director of HR Operations, Operational Excellence and HR Service Centre to improve performance or results
• Provide statistical data and metrics around performance trends through the review of calls, tickets and CSAT.
• Is responsible and accountable for data audit checks and will review data to determine the appropriate remediation, including developing additional audit requirements in line with organizational governance.

Coaching and Feedback

• Develop and provide coaching and guidance to HR Operations Advisors
• Contribute to supporting the performance evaluation of the team.
• Working with the Director HR Operations, identify performance issues, gaps, and training opportunities to maintain an exceptional level of quality for the HR Operations team.
• Empower associates through regular feedback.
• Recognize achievements to foster positive working environment.

Training

• Develop and deliver quality management and auditing structure.
• Identify training needs within the team and deliver targeted training. This may include training on customer service skills, HR Policies, programs, Workday functionality and/or delivery. Partner with various CoEs to deliver targeted training (i.e., benefits, etc.).
• Establish and encourage a strong sense of customer focus or “front line” experience.
• Establish and encourage a high standard of data quality and accuracy

Continuous Improvement

• Identify and oversee HR Operations improvement initiatives, look for new service requirements and opportunities to improve, consolidate, and standardize existing services (e.g., improve self-help related processes).
• Review the HR Operations function to determine and execute on optimization opportunities.
• Partner with, Operational Excellence, on gaps in Knowledge Management and suggest areas for improved delivery of content.
• Partner with the COEs on opportunities to develop process improvement across the various HR programs
• Partner with HRSC Quality manager to ensure the service and accuracy standards are collaborative and in support of the larger HRSDC team.

• Bachelor’s degree in human resources, social sciences, or related field.

Experience and Skilled Knowledge Requirements

• 5+ years of experience working in the human resources field with in-depth knowledge of HR systems, products or services (HR Compliance, compensation, benefit, pensions and Labour relations administration)
• 5+ years of experience in human resources reporting and analytics (data quality)
• 3+ years of experience improving employee’s experience and performance management through data analysis.
• Workday HRIS experience is a strong asset or willingness to pursue Workday Certification
• Strong analytical and problem-solving skills
• Advanced Proficiency with Microsoft Office Suite
• Comprehensive knowledge of project management as well as process analysis and continuous improvement tools
• Experience using data to identify trends based on benchmarks for people analytics.
• Experience using reporting tools for the extraction and manipulation of data (Access, Power BI)
• Handling sensitive data in accordance with data protection regulations
• Experience coaching and guiding others
• Proven experience with quality programs

• Respect and understanding of The Salvation Army – its mission, vision, values, and culture.
• Advanced English language skills.
• Strong and demonstrated knowledge of providing and delivering coaching and feedback.
• Ability to juggle multiple tasks at the same time.
• Ability to always maintain confidentiality.
• Ability to empathize with people and view the inquiry and issue from their perspective.
• High attention to detail.
• Ability to provide an original copy of a Background Check that is satisfactory to The Salvation Army, in its sole discretion, is required.

Compensation

The target hiring range for this position is $71,318 to $89,147 with the ability to progress to a maximum of $106,976. 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.

Other Details

The Salvation Army will provide reasonable accommodation upon request. Please let us know if you have a need for any accommodation.

We thank all applicants and will contact candidates selected for next steps. Internal Applicants are encouraged to notify their current supervisor when applying for a new position within The Salvation Army.