HR Service Delivery Specialist

Skill required: Employee Services - Employee and Labor Relations


Designation: HR Service Delivery Specialist


Qualifications:Any Graduation


Years of Experience:7 to 11 years


What would you do?
Reporting to the Manager, Pension and Benefits, this position focuses on the support and administration of various leave of absences and time off plans. The role will have an emphasis on disability administration for over 190,000 colleagues across all divisions of LCL.

Investigate inquiries and provide timely resolution in a professional and confidential manner

Liaise with external providers (i.e. carriers, third party administrators) and internal providers (HR/LR, Medical Services Group, Management, etc.) for resolution of issues and claims

Liaise with HR and Store Management on leave of absence and time off policies and procedures

Facilitate applicable leave of absence training as required

Provide coaching to bookkeepers/Store Management/colleagues on leave of absence procedures and time off policiesDisability Administration

Responsible for the day to day administration of weekly indemnity/short term disability, including eligibility, new claims, completion of the Employer Statement, follow-ups, information changes, etc.

Responsible for the day to day administration of long term disability benefits, including eligibility, information changes, etc.

Responsible for ensuring legislative/contractual/collective agreement compliance in daily administrative processing

Work with colleague and HR to highlight and resolve payroll/claims payment issues

Lead a team of colleagues who provide a large range of support to the business to assist with problem resolution or providing information. This role also oversees the data analysis and reporting team.

Applies subject matter expertise, root cause analysis, and business relationships to drive continuous improvement in contact center;

Lead operations for testing and rollout of new programs or practices;

Collaborate closely with internal & external business partners to drive improvements in systems, reporting tools, training materials, or any other tools required to improve the team.

Develops new control systems (i.e., observation, reports, dashboards) to allow for continual operational improvement

Plan and monitor the implementation of improvement initiatives.


What are we looking for?

Customer Communications

Customer Support Operations

Adaptable and flexible

Problem-solving skills

Written and verbal communication

Agility for quick learning

Consistent track record of influencing and driving business improvement decisions.

Experienced people leader and coach.

Ability to juggle multiple conflicting priorities and objectives, while adhering to strict timelines and maintaining a positive demeanor

Critical thinking ability, analytical mindset and professional judgement

Professionalism, integrity, and respect for confidentiality

Can work in a fast-paced work environment

Excellent communication skills & the ability to work at all levels of an organization

Absenteeism Management Process Design

Roles and Responsibilities:

In this role you are required to do analysis and solving of moderately complex problems

May create new solutions, leveraging and, where needed, adapting existing methods and procedures

The person would require understanding of the strategic direction set by senior management as it relates to team goals

Primary upward interaction is with direct supervisor

May interact with peers and/or management levels at a client and/or within Accenture

Guidance would be provided when determining methods and procedures on new assignments

Decisions made by you will often impact the team in which they reside

Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

Please note that this role may require you to work in rotational shifts

 Qualifications 
Any Graduation