Our Client, a Banking company, is looking for a Service Officer I for their Montréal, QC/ Toronto, ON/Hybrid location. Responsibilities: + Receive files, divide work amongst team + Processing disability leaves + Communicate when leaves are approved + Code non – disability leaves + Escalating when needed + Working with different HRIS + Process various transactions accurately, on time and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs) + Support various HR programs and processes, providing first level analysis to resolve business issues + Provide optimal employee and partner service, including guidance and advice on programs and procedures, while adhering to customer service standards and Customer Experience Model + Refer or escalate processing or operational issues where necessary to ensure a high level of service is maintained + Identify opportunities to improve service delivery and support process improvement initiatives + Maintain working relationships with external and internal partners including responding to questions and/or concerns in an effective and timely manner + Prioritize and manage own workload to meet SLA requirements for service and productivity + Follow internal and industry regulations and operating practices in completing and recording transactions for either the organization or clients + Escalate non-standard or high risk transactions or other activities as deemed appropriate + Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations + Complete investigations – report / escalate risk issues or process gaps identified + Access systems, know and apply system capabilities, ensure update of information is completed timely and accurately + Adhere to standardized documentation procedures + Update and contribute to the preparation of procedural documents in support of day-to-day operations + Be knowledgeable and/or aware of industry developments from a HR program and regulatory perspective for own area + Participate fully as a member of the team, promote team effectiveness and contribute to a positive work environment + Support the team by continuously developing knowledge in own area + Participate in personal performance management and development activities, including cross training within own team + Keep others informed and up-to-date about the status/progress of projects and all relevant or useful information related to day-to-day activities + Contribute to a fair, positive and equitable environment that supports a diverse workforce + Act as a brand champion for the business area/function and the bank, both internally and/or externally + Work within broad and/or non-standard parameters, involving multiple steps, systems, and jurisdictions and where there could be a lack of market standard/ practice, referring to a more senior role when necessary + Require specialized expertise and performs multiple and/or diverse tasks that are highly complex, involving multiple steps, systems, and jurisdictions + Expert on HR programs, end-to-end processes and systems for own specialized area + Handle 1st level escalated issues and provides work guidance and direction or acts as a working team lead and resource to others + Accountable for resolving exceptions, non-standard issues / transactions and/or escalating to appropriate level where further clarity or interpretation of more complex policies or rules is required + Provide process / policy guidance to others – internal partners/clients + Focus of work is weekly, monthly and/or longer with addition of ad-hoc and initiative based requests, as required + May involve cross-functional teams across client and/or involving external contacts + Generally reports to a Team Manager Requirements: + Bilingual – strong communication skills in both languages + Computer Savy + Some admin experience + Quick learner + Attention to detail + Understanding Risk and audit + Experience with high volumes + SLA experience + Time mgmt- work independently. + Nice to have: + HR Systems + Leave experience + Banking experience + Education: Post – Secondary + Undergraduate degree + 1+ years relevant experience Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.