HR Senior Specialist

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Talent Senior Specialist is a member of the Talent Operations & Delivery team and primarily responsible for resolving moderate to complex repeatable employee inquiries pertaining to global total rewards and employment policies across multiple countries. Provides timely resolution and routing of incoming phone calls, chats, and inquires using RSM’s case management system.

Case Management

• Provide prompt and accurate responses to moderate and complex employee inquiries by understanding questions, researching necessary information, and delivering clear, personalized responses to ensure a positive interaction.
• Utilize available resources and tools to address inquiries efficiently and effectively.
• Maintain a foundational understanding of total rewards and policies for multiple countries on employee benefits, payroll policies, recognition programs, professional development, flexible work arrangements, and all other talent-related policies and programs.
• Identify and route cases to the correct team by following established protocols, ensuring that cases are directed to the appropriate parties for resolution without delay.
• Monitor the progress of routed cases to ensure timely and satisfactory outcomes.
• Gather additional insights by asking clarifying questions and providing clear and concise information to resolve issues. This may include reaching out to employees on Teams or by phone, if necessary.
• Accurately record and update case details in the work notes by meticulously entering all relevant information, ensuring it is current and complete.
• Demonstrate professionalism, empathy, and a personalized approach in all employee interactions by actively listening to concerns, responding thoughtfully, and tailoring communication to meet individual needs.
• Conduct research and provide informed and accurate responses to employee inquiries by reviewing Talent Compass knowledge and policy documents.
• Manage a high volume of cases utilizing time management skills and maintaining a focus on quality and accuracy in all responses.
• Utilize subject matter expertise to provide guidance and support to employees and other team members by staying current with firm policies and programs.

Knowledge Management

• Recommend updates to routing guides and agent documentation as needed.
• Develop and maintain Agent documentation with standardized responses creating clear, concise templates that streamline workflows and ensure consistency across all communications.

Orientation and Facilitation

• Facilitate orientation sessions by presenting interactive and informative content, utilizing multimedia tools and incorporating activities that encourage participation and engagement.
• Coordinate with facilitators, managing communication logistics, and compiling reports to ensure all new hires receive essential information.
• May deliver presentations on diverse topics as requested by developing clear and effective presentation materials, practicing delivery, and ensuring the content is relevant and informative.

Training and support

• Provide training and support to new team members, conducting onboarding sessions, and offering ongoing mentorship to ensure they are well-prepared for their roles.
• Assist team members in resolving tickets efficiently by offering guidance, sharing best practices, and providing support as needed.

Other

• Engage in projects to enhance processes and implementing best practices for improvement.
• Coordinate with other teams to resolve tickets, improve processes, and maintain a cooperative work environment by regularly communicating, sharing information, and participating in team meetings.
• Adapt to change with an initiative-taking approach by staying open to new challenges and ideas.

Minimum Requirements and Experience

• 2 years of HR or related experience.
• Bachelors degree, preferred or at least 2 years of HR-related job experience.
• Previous customer service experience.
• Demonstrated ability to problem solve and resolve issues.
• Knowledge of employee benefit programs and HR policies.
• Strong verbal and written communication skills.
• Exercises discretion in responding to questions and routing cases.
• Ability to work a flexible schedule to accommodate different time zones and holidays, including overtime during certain times of the year.
• Handles sensitive and confidential information with discretion.
• Proficient in Microsoft Word, Outlook, and PowerPoint.

Preferred Experience

• Working knowledge of Workday, ServiceNow, or another case management system.
• Previous professional service industry experience.

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmcanada.com/careers/life-at-rsm/rewards-and-benefits.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Canadian uniformed service; Canadian Military/Veteran status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.   

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please call us at 800-274-3978 or send us an email at [email protected].

At RSM, an employee’s pay at any point in their career is intended to reflect their experiences, performance, and skills for their current role. The salary range (or starting rate for interns and associates) for this role represents numerous factors considered in the hiring decisions including, but not limited to, education, skills, work experience, certifications, location, etc. As such, pay for the successful candidate(s) could fall anywhere within the stated range.