HR Support Center Coordinator

The HR Support Center Coordinator is responsible for providing exceptional service to CN employees and management. The incumbent works in a high-volume contact center, ensuring excellent service delivery while answering employee questions about policies, programs, and processes across a wide range of HR topics. The incumbent is responsible for the integrity of employee data, base data modifications, and tasks related to all staffing measures across CN. Additionally, the incumbent provides support to the HR Center of Excellence by performing tasks such as personal information requests.

Key Responsibilities

Employee Data Specialist

• Assume responsibility for all cadre staffing measures
• Provide advice on unionized staffing measures
• Act as a superuser for data maintenance
• Participate in the establishment and optimization of processes, procedures, and standards
• Ensure the application of standardized operating methods
• Participate in data cleaning activities
• Contribute to data quality and security checks
• Report security vulnerabilities
• Participate in training activities
• Call Center
• Respond to employee and cadre staff requests using an omnichannel strategy
• Leverage case management software
• Investigate staff concerns, focusing on rapid and accurate problem resolution in collaboration with other HR team members
• Act as the first point of contact for employee requests related to manual operational processes and technology-enabled HR processes
• Establish and maintain productive relationships with HR team members and other HR and non-HR stakeholders (e.g., Payroll)
• Leverage relationships to collaborate on complex requests to ensure service quality and accuracy
• Participate in the establishment and optimization of processes, procedures, and standards
• Support for Centers of Excellence
• Support candidates with background verification
• Support employees during the onboarding process
• Assist with interview scheduling
• Prepare and complete employee file requests
• Process internal HR invoices
• Contribute to the establishment and optimization of processes, procedures, and standards for various Centers of Excellence
• Perform some onboarding activities
• Process employee referral program payments
• Perform various tasks for Centers of Excellence, including but not limited to, benefits, retirement plans, training, recruitment, wellness initiatives, and recognition programs
• Working Conditions

This position offers standard office working conditions and a normal work schedule from Monday to Friday. Due to the nature of the position, the incumbent must be able to meet tight deadlines, tolerate pressure, and manage stress. This person works in a results-oriented environment where performance is monitored and evaluated based on the quality and quantity of case resolutions.

Experience

• Customer Service and Human Resources
• At least 5 years of customer service experience
• o 3 to 5 years of SAP experience
• o Experience in a high-volume contact center
• o HR experience
• o Experience working with HR systems
• Any experience in the above areas is an asset

Education, Certification, and Designation

• Bachelor's degree in Business Administration with a specialization in Human Resources or equivalent
• Master's degree in a related field
• Certified Human Resources Advisor (CRHA designation), or in the process of obtaining this certification
• Any designation in the above areas is an asset

Skills

• Ability to practice active listening
• Ability to solve problems to create value
• Ability to use critical reasoning
• Collaboration with others and information sharing
• Ability to define direction and inspire others
• Ability to communicate convincingly
• Ability to show agility and drive change
• Technical Knowledge and Skills
• Advanced knowledge of Microsoft Office
• Knowledge and experience with case management systems and processes (e.g., Remedy, ServiceNow, Neocase, Salesforce)
• Proficiency in both French and English, both spoken and written
• Knowledge of accounting practices
• Any knowledge in the above areas is an asset
• Impact on the Company
• Decision-Making and Decision Impact

The HR Support Center Coordinator is responsible for providing customer service for background verification, onboarding activities, and routine HR topics using standard operational procedures, knowledge articles, and process workflows. The incumbent is also responsible for managing HR invoices, employee referral program payments, and employee data quality across CN. In cases requiring detailed knowledge of legislation, regulation, or in-depth SAP HR knowledge, these cases may be escalated to more experienced colleagues, such as HR business partners or subject matter experts (SMEs). The role requires the ability to communicate effectively at all levels of the organization.

Degree of Interaction or Influence

The HR Support Center Coordinator interacts with CN employees and external individuals. More specifically, the incumbent interacts with various client groups across North America. Clients include employees and personnel managers from Canada and the United States. The incumbent provides support to individuals at all levels of the company, from front-line employees to senior executives.

Supervision of Staff/Organizational Structure

The HR Support Center Coordinator reports to the Senior Director of Operations, Human Resources and does not assume any supervisory responsibility.

This position is posted at Level 11.

About CN

CN is a leading railroad that generates sustainable value for our customers, shareholders, employees, and stakeholders, with an unwavering commitment to safety and service. Essential to the economy, customers, and communities it serves, CN safely transports over 300 million tons of natural resources, manufactured products, and finished goods annually across North America. CN's extensive rail network spans over 30,000 km (nearly 20,000 miles), connecting the east and west coasts of Canada to the south of the United States. Since 1919, CN and its affiliates have contributed to the prosperity of communities and sustainable commerce. CN powers the North American economy and is committed to social responsibility and environmental management programs.

At CN, we are committed to building the safest, most inclusive, and most sustainable railroad in North America, reflecting the communities in which we operate. Research shows that candidates often hesitate to apply if they believe they do not meet 100% of the job requirements.

To all potential candidates: even if you do not meet all the requirements listed in a job posting, we encourage you to apply.

If you require an accommodation for the recruitment process (including alternative document formats, accessible meeting rooms, or other accommodations), please contact our team at [email protected].