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Bilingual HR Business Support Consultant

BMO Financial Group

This is a Full-time position in Toronto, ON posted July 11, 2021.

Address: 176 Yonge Street Job Family Group: Human Resources Temporary work schedule: must be flexible to work from Monday to Sunday from 7am to 10pm As part of our growing and evolving Business Support Team (BST), you will be responsible for delivering HR support to internal and external partners ensuring timely and accurate resolutions.

The Business Support Consultant will provide support and coaching on complex HR service inquiries from managers, employees and the HR Business Partner (HRBP) community; those not able to be addressed through the first level support with our Human Resource Centre (HRC) partners.

The team will be addressing specific employee and manger questions, concerns and issues that are escalated to us through phone, ticketing platform, chat or email by the HRC.

We will also be accountable to support direct questions raised by HRBP’s.

Core Accountabilities: Supports day to day HR processes, activities & tasks for HR Shared Services to achieve business results and deliver the intended employee experience.

​ Communicates and reinforces Human Resources Operating Procedures, principles, programs, process, and standards.

​ Supporting our employees in “Moments that Matter” from the initial contact with Business Support Team (BST) to resolution ensuring a positive, consistent and efficient experience.

Delivering positive and consistent experiences by striving for excellence in understanding support requests, streamlining service delivery and identifying next steps​.

Assesses and interprets the level of complexity of employee inquiries, providing coaching (e.g.

low complexity ER issues), answering directly or escalating to appropriate parties for resolution.

Supports the development of tailored messaging, which may include writing, editing and distributing communications.

​ Acts as an advisor by providing end-user support for those interacting with HR systems, resolving issues and promoting/guiding employees in the usage of self-service functionalities where possible.

​ Breaks down barriers and partners with our HRC support team on continuous improvement opportunities with a goal of improving employee experience, reducing escalations, driving efficiencies wherever possible and identifying opportunities for automation.

Works with stakeholders across various HR domains as the ‘voice of the employee’ to provide advice and influence the design, development, and management of core HR processes based on knowledge and experiences gained through direct contact with employees.

​ Analyzes data and information to provide HR insights and recommendations.

Gathers and formats data into regular and ad-hoc reports, and dashboards.

​ Seeks opportunities to improve processes and service delivery by identifying opportunities and recommending solutions to leadership and partners.

Ensures proper usage of knowledge management and case management systems to effectively respond to, document and monitor inquiries​.

Qualifications: Passion for HR Service Delivery and Operational Excellence​.

Typically, 3 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.

​ Technical proficiency gained through education and/or business experience.

Able to deal with complex personal situations with high degree of judgement, emotional intelligence and resilience.

Maintains confidentiality.

Works closely with peers to resolve issues with a high customer service and employee experience mindset for continuous improvement and problem avoidance.

Able to adjust and react to external environment changes to provide best guidance.

Relentless drive to deliver exceptional service.

Knowledge of HR processes, policies & procedures and sound risk management.

Verbal & written communication skills
– In-depth.

​ Collaboration & team skills
– In-depth.

​ Analytical and problem-solving skills
– In-depth.

​ Influence skills
– In-depth.

​ Data driven decision making
– In-depth.

​ We’re here to help At BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life.

It calls on us to create lasting, positive change for our customers, our communities and our people.

By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.

As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact.

We strive to help you make an impact from day one
– for yourself and our customers.

We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs.

From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

To find out more visit us at https://jobs.bmo.com/ca/en.

BMO is committed to an inclusive, equitable and accessible workplace.

By learning from each other’s differences, we gain strength through our people and our perspectives.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

To request accommodation, please contact your recruiter.