• Job Description

  Req#: P12303

  Company Description

  Make an impact at a global and dynamic investment organization

  When you invest your career in CPP Investments, you join one of the most respected and fastest growing institutional investors in the world. With current assets under management valued in excess of $500 billion, CPP Investments is a professional investment management organization that globally invests the funds of the Canada Pension Plan (CPP) to help ensure long-term sustainability. The CPP Fund is projected to reach $3 trillion by 2050. CPP Investments invests in all major asset classes, including public equity, private equity, real estate, infrastructure and fixed-income instruments, and is headquartered in Toronto with offices in Hong Kong, London, Luxembourg, Mumbai, New York City, San Francisco, São Paulo and Sydney.

  CPP Investments attracts and selects high-calibre individuals from top-tier institutions around the globe. Join our team and look forward to:

  • Diverse and inspiring colleagues and approachable leaders
  • Stimulating work in a fast-paced, intellectually challenging environment
  • Accelerated exposure and responsibility
  • Global career development opportunities
  • Being motivated every day by CPP Investments’ important social purpose and unshakable principles
  • A flexible/hybrid work environment combining in office collaboration and remote working
  • A deeply rooted culture of Integrity, Partnership and High Performance

  If you share a passion for performance, value a collegial and collaborative culture, and approach everything with the highest integrity, here’s an opportunity for you to invest your career at CPP Investments.

  Job Description

  Reporting to the Manager, Talent Solutions & Services, the Advisor, HR Operations (Shared Services) will provide holistic support to colleagues and people leaders, delivering service and experience excellence in every interaction. The role will be accountable to assist with the launch of our newly defined shared services model and will be responsible for supporting colleagues through the ServiceNow case management system on how to complete processes and transactions, where to locate online content, and will provide solutions to HR policy/program related queries. The role will partner with COEs and HRBPs to resolve inquiries or issues, or complete actions where cross-functional support and interaction is required. The role supports the Talent Operations team by delivering individual goals, plans, and HR initiatives that align with the team's business and strategic objectives.

  Key Responsibilities:

  • Serves as a first point of contact for current and former employees’ questions on HR policies, programs and processes
  • Accountable to understand end-to-end HR processes and policies as well as system navigation to provide sounds solution to inquiries
  • Ability to interpret HR policies and programs and provide timely and accurate information to employees by clarifying issues, researching answers, and escalating unresolved problems.
  • Handle complex or escalated inquiries within team, provide coaching to team members on case responses, or escalating to appropriate parties for resolution.
  • Acts in an advisory role by providing end-user support for those interacting with Talent systems, resolving issues and promoting/guiding employees in the usage of self-service functionalities where possible
  • Ensures positive and consistent experiences by striving for excellence in understanding colleague requests, streamlining service delivery and identifying next steps
  • Ensures proper usage of knowledge management and case management systems to effectively respond to, document, and monitor inquiries
  • Seeks opportunities to improve departmental processes, customer service, and overall employee experience by identifying service or process deficiencies, and recommending solutions to the Manager, Talent Solutions & Services
  • Partners with COEs/HRBPs to inform policy and program decisions to ensure processes are simplified and scalable
  • Triages cases to appropriate teams based on topic or complexity related to case submission
  • Provides routine reporting where appropriate to people leaders or internal functions
  • Serves as the key point of contact and process expert for journeys and key moments that matter
  • Supports additional ad-hoc duties and projects as they arise

  Qualifications

  • 3+ years of experience in an HR or advisory role
  • Exceptional customer service and communication skills, both written and verbal
  • Excellent problem-solving skills, and high level of attention to detail and accuracy
  • Ability to work independently and as part of a team
  • Excellent organizational and analytical skills
  • A thorough understanding of CPPIB HR programs and policies
  • Proven ability to maintain sensitive and highly confidential information
  • Advanced Excel skills for reporting, metrics and data validation
  • Proficiency with Workday
  • Ability to clearly define and articulate requirements, priorities, impacts, and solutions
  • Ability to foster collaborative working relationships at all levels internally and with external partner
  • Able to identify opportunities, take initiative and think through future implications
  • Ability to work in a dynamic environment, under pressure and with time-sensitive deadlines
  • Exemplifies our Guiding Principles of Partnership, Integrity and High Performance

  Additional Information

  Visit our LinkedIn Career Page or Follow us on LinkedIn. #LI-AC1

  At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

  We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.

  Our Commitment to Inclusion and Diversity:

  In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.

  Disclaimer:

  CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.

• About the company

  1 billion between 2010 and 2014 alone. As of June 30, 2020, the CPP Investment Board manages over C$434 billion in investment assets for the Canada Pension Plan on behalf of 20 million Canadians.

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