Employee Service Admin III-TES

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Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic self to work? Are you a naturally curious person that believes learning is a continuous journey? Do you prioritize your well being and want your employer to do the same? The TELUS Business Customer Experience (BCX) team knows that we are better together, so join us and together, let’s make the future friendly.

Our Employer Solutions team provides technology Human Resource solutions to Commercial & Public Sector organizations across Canada. Leveraging their expertise as HR practitioners, the team delivers cost-effective, customized support including payroll, performance management, business process outsourcing as well as Customer Relationship Management solutions.

Be a part of a transformational journey with innovative talent and leading edge technologies.

Employee Services Administrators provide administrative support and advice to internal and external clients on human resource, pension, benefits and payroll plans.

Employee Services Administrators are responsible to verify, process, input and maintain the plans in their area of specialty within established time and quality standards to ensure high levels of client satisfaction.

Employee Services Administrators ensure that plans are administered in accordance with plan provisions, client policies and legislative requirements.

Employee Services Administrators ensure that accounts and transactions are administered in accordance with client’s policies and procedures or other contracted requirements as well as any legislative requirements.

Employee Services Administrators provide on-going training and mentoring to team members.

Responsibilities

• Verify, process and input activity in plans in area of specialty within established time and quality standards to ensure high levels of client satisfaction
• Processes client transactions within established time and quality standards
• Confirms data accuracy and maintains appropriate controls for audit verification
• Understands sensitivity of client information and maintains client confidentiality
• Monitors and maintains various client databases
• Prepares routine correspondence
• Ensures that plans are administered in accordance with plan provisions, client policies and legislative requirements
• Acts as a liaison between client groups, other TES business units and vendors, providing information and interpretation of policies
• Facilitates problem resolution between clients and vendors
• Follows up and resolves items of discrepancy and processes problems within area of responsibility based on standard work procedures
• Prepares moderately complex reports using detailed and factual information
• Ensures that accounts and transactions are administered in accordance with client’s policies and procedures or other contracted requirements as well as any legislative requirements
• Monitors team members’ activities and output to ensure adherence to policies and procedures, work is complete and accurate and that defined quality standards are met
• Supports problem resolution activities by responding to external and internal client inquiries in a timely and professional manner
• Educates client and their employees on policies and procedures, standards, processes, etc
• Follows up and resolves items of discrepancy and processes problems within area of responsibility based on standard work procedures
• Monitors existing procedures/controls, identifying parameters to strengthen these, requiring a solid understanding of Generally Accepted Accounting Principles
• Provides on-going training and mentoring to team members

Training

• Provides training on specific accountabilities/deliverables as outlined in the Roles & Accountabilities matrix
• Reviews, checks and approves trainee’s work to ensure compliance with collective agreements, client policies and procedures and legislative requirements
• Provides on-going training and guidance in the use of the client’s databases
• Provides feedback to trainee on performance standards and job expectations, etc

Mentorship

• Acts as a subject matter expert
• Provides functional direction to team members
• Provides on-going training and mentoring to existing Employee Services Administrator II’s as and when required
• Identifies and recommends routine improvements to operating efficiency and productivity and advises management of opportunities to modify existing processes
• Openly shares relevant business experience and expertise with other team members
• Participates on special projects i.e. system upgrades, business process improvement initiatives, developing test plans, etc
• Other related duties

Qualifications

Required Education

• Post-Secondary Education in Business, Accounting, Human Resources or equivalent combination of experience, education and training
• Completion of some courses for the Canadian Payroll Association, Certified Employee Benefit Specialist, Human Resources and/or Customer Services courses; or equivalent work experience
• Completion of second level CGA or CMA program, or equivalent; or second year diploma/certificate in recognized financial management/accounting program and two years related experience; or an equivalent combination of experience, education and training

Required Experience

• 5 years in a Customer Service, Human Resources, Payroll, Recruitment and Accounting business setting, or related skills and experience
• Good knowledge of applicable legislation relating to employee compensation (i.e. Income Tax Act, Workers Compensation Act, Employment Standards Act)
• Experience working with multi-union environments
• Experience using spreadsheet and e-mail applications (preferably MS Word, MS
• Excel and MS Outlook)
• Extensive experience in research, analysis and information gathering
• Experience on data bases i.e. PeopleSoft, Time & Labour, Kronos, Recruitment Management System, MEDGATE, etc
• Experience in verification and reconciliation of various types of accounts and computer interfaces
• Experience in Query Reporting

Core capabilities required for all TES employees include:

• Quality Client Service
• Communicates with Impact
• Teamwork and Leadership
• Developing Self and Others
• Innovation
• Flexibility
• Analytical Thinking
• Business and Organizational Knowledge

Market Capabilities

• Market Capabilities are additional requirements for many roles in TES, and represent the expert skills our clients seek to help them solve complex business issues

Technical Skills

• Developed knowledge specific to the specialty of the business unit

Starting wage: $36.34

We’re a people-focused, customer-first, purpose-driven team who works together every day to innovate and serve our communities. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here. You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding.