Senior HR Contact Centre Representative
Share
Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
We are seeking a serviceoriented HR professional to join as a Senior HR Contact Center Representative. You will serve as a frontline support partner for this role you will be the first point of contact for HR inquiries providing clear guidance resolving cases efficiently and ensuring a consistent highquality employee experience. You will leverage HR systems and tools to manage inquiries and contribute to ongoing process and service enhancements across the employee lifecycle.
Position Responsibilities
Serve as the first point of contact for colleague HR inquiries across multiple channels meeting established service level standards
Provide accurate and timely guidance on HR policies programs employee lifecycle processes and systems
Resolve Tier 1 and Tier 1B cases independently escalating complex sensitive or high-risk issues as appropriate
Deliver a consistent high-quality colleague experience during key employee moments
Utilize HR systems case management tools and AI-enabled solutions to research resolve and document cases accurately
Set clear expectations on resolution timelines and provide timely follow-up to colleagues
Partner with People Partners and Centers of Expertise (COEs) to ensure end-to-end case resolution
Contribute to knowledge base maintenance by identifying gaps and recommending content updates
Participate in quality monitoring activities and ensure compliance with policies procedures and service standards
Identify trends and opportunities for process service and experience improvements
Required Qualifications
Bachelors Degree preferred
Minimum of 2 years experience in HR shared services contact center or customer support environment
Strong knowledge of HR processes with the ability to handle confidential information using sound judgment
Excellent verbal and written communication skills with strong problem-solving abilities
Proficient in Microsoft Office and comfortable working across multiple systems and technologies
When you join our team:
Well empower you to learn and grow the career you want.
Well recognize and support you in a flexible environment where well-being and inclusion are more than just words.
As part of our global team well support you in shaping the future you want to see.
About Manulife and John Hancock
Manulife Financial Corporation is a leading international financial services provider helping people make their decisions easier and lives better. To learn more about us visit is an Equal Opportunity Employer
At Manulife/John Hancock we embrace our diversity. We strive to attract develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment retention advancement and compensation and we administer all of our practices and programs without discrimination on the basis of race ancestry place of origin colour ethnic origin citizenship religion or religious beliefs creed sex (including pregnancy and pregnancy-related conditions) sexual orientation genetic characteristics veteran status gender identity gender expression age marital status family status disability or any other ground protected by applicable law.
It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process contact .
Working Arrangement
Required Experience:
Senior IC
Key Skills
- Employee Relations
- Succession Planning
- Kenexa BrassRing
- ATS
- Lawson
- Workers' Compensation Law
- Benefits Administration
- HRIS
- Payroll
- Employment & Labor Law
- Human Resources
- Recruiting
About Company
Manulife is a leading financial services group. We provide financial advice, insurance, as well as wealth and asset management solutions for individuals, groups and institutions.
