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Job ID: 33646
Job Category: Finance, Accounting & Purchasing
Division & Section: Pension, Payroll & Employee Benefits, Client Experience
Work Location: METRO HALL, 55 John Street, Toronto
Job Type & Duration: Full-time, Permanent
Hourly Rate and Wage Grade: $38.37 – $42.03
Shift Information: Monday to Friday, 35 hours per week
Affiliation: L79 Full-time
Number of Positions Open: 6
Posting Period: 27-Mar-2023 to 11 Apr-2023
An information session is being offered for applicants interested in hearing more about this opportunity. The session is on Friday, March 31, 2023 from 1:00 p.m. to 2:00 p.m. Please use the following information to log onto the event:
Join from the meeting link
https://toronto.webex.com/toronto/j.php?MTID=mabfd8d1a117510620fb9a1666ac30f57
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Meeting number (access code): 2453 575 0384
Meeting password: XZvMxxKE532
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+1-416-915-6530 Canada Toll
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Job Summary:
The PPEB Team Central Senior Advisor will coordinate the provision of services and provide operational support to Pension, Payroll & Employee Benefits (PPEB) by responding to escalated service requests and complaints. It will support the needs of PPEB clients by triaging issues and coordinating workflow in accordance with divisional policies, procedures, and service level targets.
Major Responsibilities:
- Investigates and coordinates responses to inquiries and complaints, providing front line support and advice to all current and former staff and appointees of the City of Toronto regarding the Employee Service Centre systems, applications, software and services through a multi-channeled support service.
- Coordinates service requests received at the Employee Services Centre and delegates to PPEB Team Central Advisor. Provides guidance, motivation and training, ensuring that high levels of customer service are met, and issues are resolved in a timely and professional manner.
- Monitors work performed by PPEB Team Central Advisor for quality assurance including current and completed incidents, completeness of notes, outstanding incidents, tracking of incidents.
- Follows up on outstanding incidents in order to bring resolution and identify areas of improvement.
- Enters and retrieves data in system database. Identifies reporting requirements for all levels within the organization. Monitors trends, analyzes and summarizes data.
- Creates status, routine and ad hoc reports, including running weekly and ad hoc metrics. Monitors service request volume and performance of assigned channels ensuring optimum service.
- Performs system administrator functions for the PPEB contact centre system. Assigns or remove permissions for user access.
- Performs varied administrative duties to support divisional operations and procedures. Identifies opportunities for improvement for the day-to-day business operations.
- Liaises with internal and external Information & Technology experts regarding ongoing system issues, training requirements and testing.
- Conducts surveys related to employee satisfaction with services provided and analyze results of same. Prepares summary of feedback of surveys and identifies opportunities for improvement.
- Ensures that regulations, statutes, policies and procedures and administrative practices are adhered to. Verifies for accuracy and conformity with the aforementioned.
- Oversees triage for incoming calls and inquiries from internal and external clients and stakeholders, and coordinates the roll-out and delivery of programs to ensure that high levels of client service are met and issues are resolved in a timely, professional manner.
- Responds to incoming inquiries, resolves complaints and exchanges information with all levels of staff, councilors, the public, government agencies, and private companies. Provides explanation of policies and procedures and maintains timely and accurate inquiry and resolution records. Escalates complex inquiries, issues and cases to Supervisor.
- Provides advice to internal clients regarding the use of the Employee Self-Service (ESS) and Manager Self-Service (MSS) and responds to resolve general inquiries related to PPEB policy, programs and processes not addressed in ESS or MSS.
- Oversees status of identified gaps and deficiencies in the knowledge base content and self-service portal to ensure the necessary updates have been completed.
- Utilizes knowledge of established PPEB operations, policies and procedures to guide clients. Researches various options for resolution and provides clients with a recommended approach or approved alternative.
- Listens and probes when handling inquiries to ensure that the complexity of the inquiries is fully understood and that the appropriate options for resolution are considered.
- Coordinates and responds to inquiries from internal and external clients and stakeholders that may require follow up with other City divisions or sections. Provides explanation of policies and procedures.
- Provides input and support related to testing of system enhancements and upgrades to current platforms. May assist with implementation of new systems.
- Provides support and troubleshooting service to users and staff experiencing system application support problems. Advises clients on software operations, limitations and possible solutions.
- Analyzes trends related to client inquiries and systems performance, and develops recommendations to address client inquiries/systems performance problems and business needs (e.g. changes to business processes/procedures, acquiring new equipment/software, etc.).
- Investigates and resolves problems related to employee direct deposits.
- Sets up and oversees computerized record, filing and retrieval systems.
Key Qualifications:
Your application must describe your qualifications as they relate to:
- Considerable experience in the functions of payroll, benefits or pension processing in a major public or private sector unionized organization.
- Education in a related discipline or the approved equivalent combination of education and/or experience.
- Considerable experience in the application of collective agreements, policies and related legislation.
- Extensive customer service experience using various mediums e.g. by phone or email.
- Considerable experience with computerized workforce management systems, such as SAP/SuccessFactors.
- Experience providing work direction, training, guidance and support to staff.
You must also have:
- Proficiency using Microsoft Office suite including Word, PowerPoint, Excel and Outlook.
- Knowledge of operational payroll procedures and policies, including ability to enter and retrieve payroll information using computer based systems as required.
- Ability to handle large volumes of information including researching, assessing, recording and reporting data, while utilizing multiple applications and computer screens.
- Highly developed interpersonal skills, including excellent oral and written communications skills, with the ability to empathetically listen, interpret and respond.
- Excellent organizational, analytical, problem solving and multi-tasking skills with the ability to meet deadlines and assess priorities.
- Demonstrated initiative and resourcefulness with attention to detail and a strong ability to work effectively and professionally without close supervision.
- Ability to exercise independent judgment and discretion in dealing with confidential and sensitive information.
- Ability to work effectively as a member of a team, collaboratively with others in a multidisciplinary environment.
- Ability to work shifts, evenings and weekends and to work additional hours if necessary.
NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:
City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City’s Internal Job Posting Portal.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
