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Human Resources - Services Functional Lead (Employee Care)

Date: Jan 9, 2019

Location: Calgary, AB, CA

Company: TransCanada

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Human Resources - Services Functional Lead (Employee Care)

Reference Code: 56986

Location: Canada (CA)  - Calgary, AB  
Job Category: Human Resources
Employment Type: Employee Full-time
Relocation Eligibility: This position is not eligible for our relocation program


General Information
Reporting to the Manager, HR Services you will be responsible for day to day operational oversight of the Employee Care function within HR Services. In this role, you will manage the governance and standards for the Employee Care processes as well as lead the team to execute continuous improvements opportunities. Also, will be a key partner with the broad HR team to ensure effective support of the business and delivery of services.

Key Responsibilities
• Oversee execution of first point of contact resolution of employee HR general inquiries (received via intranet portal, phone and email) and triage to other HR teams
• Lead operational huddles, manage team scheduling and provide day-to-day direction on daily prioritization of work to ensure service level targets are met
• Provide guidance, coaching and support for team members to drive high quality work and ensure a consistent and effective approach to customer service and issue resolution
• Manage escalated issues within the team and collaborate with HR partners to resolve and find solutions to escalated and complex matters
• Lead development and sustainment of the Employee Care knowledge base, work instructions, processes and procedures. Coordinate knowledge content and validation with relevant HR subject matter experts and stakeholders
• Foster a high-caliber customer service environment and team process compliance through ongoing training of work standards and procedures
• Build training materials and deliver onboarding and training plan for new team members
• Lead case management reporting and team and stakeholder engagement activities to identify and implement continuous improvement opportunities focused on effectiveness and efficiencies
• Manage documentation and templates to maintain quality and standards
• Develop audits and reports on the team’s metrics and service levels
• Participate in ongoing training and learning opportunities as well as projects or initiatives

Qualifications and Education
• Excellent interpersonal skills, works collaboratively with functional, cross-functional teams to build effective working relationships
• Strong verbal and written communication skills
• Demonstrates initiative and makes sound judgement to effectively resolve issues
• Ability to consistently deliver exceptional customer service and resolve inquiries in an effective and timely manner while managing competing priorities in a high-paced, deadline-driven environment
• Solid organizational, attention to detail, and time management skills to ensure that work related activities are completed in an accurate and timely manner
• Problem solver with critical thinking skills including an aptitude to adapt to change and thrive in a dynamic and complex organization
• Highly motivated to work in an open, team environment, employing a collaborative, continuous improvement mindset
• Strong proficiency in HR information systems and case management applications such as SAP and ServiceNow, and Microsoft Office Suite - Outlook, Excel, Word, and PowerPoint


• College or university degree in Human Resources, Business, or a related field
• Six or more years of HR or relevant experience
• Minimum of two years in a service role with proven ability to provide exceptional customer service


*Depending on the qualifications of the applicants, the successful candidate may be offered a position at a more appropriate level and/or ladder.

Applicants must have legal authorization to work in the country in which the position is based with no restrictions.

TransCanada is an Equal Opportunity Employer and is committed to provide employment opportunities to all qualified individuals, without regard to race, religion, age, sex, color, national origin, sexual orientation, gender identity, veteran status, or disability. Accommodation for applicants with disabilities is available on request during the recruitment process. Applicants with disabilities can request accessible formats or communication supports by contacting

All positions require background screening. Some include criminal and/or credit checks in order to comply with regulations.

Please apply to this posting by 01/24/2019. To apply, please visit through your desktop or laptop. Use reference code 56986. Only applications submitted through the TransCanada Careers website will be acknowledged.

TransCanada is an equal opportunity employer.

Make what you do matter.

At TransCanada we dream big, think big and do big things. For over 65 years, we've had the vision and scale to deliver big things that matter to the world. From supplying reliable and efficient energy to millions of North Americans with our pipelines, gas storage and power generation facilities, we believe in making big things possible.

TransCanada is looking for people who are willing to think about the future...and think big. We're looking for people who are ready to take on the most significant challenges of their careers and define energy infrastructure in North America.

Thank you for choosing TransCanada in your career search.

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