Provides general assistance and support to specific CBHRS areas in addressing day-to-day concerns of team members. Supports department programs, initiatives and projects by providing required reports or analysis. Ensures department policies and procedures are adhered to.

• Function: Benefits

• Conducts company - wide Compensation & Benefits orientation to team members, as well as compensation & benefits awareness. Assists in /conducts road shows with team members on policy updates, process changes, or the likes..

• Ensures efficient processing of visa application of team members and work permits of expatriates.

• Prepares required documentation and coordinates with the external parties, as necessary (Immigration lawyer, DFA, embassy, etc.).

• Manages membership, availment and claims processing of all company-granted and government-mandated benefits. Coordinates with health and life insurance providers or broker with regards to claims, concerns or issues of team members and ensures immediate feedback.

• Monitors leave applications and balances of eligible team members. Ensures that monthly leave reports are published as scheduled.

• Regularly coordinates and communicates with clinic personnel in ensuring health and wellness programs are executed properly. Oversees replenishment of clinic supplies and materials. Manages the deliverables of all clinic personnel.

• Function: HR Helpdesk

• Manages the day-to-day operation of the HR Hotline. Ensures the service level agreements are complied with through voice, email, chat and face-to-face interactions.

• Ensures that CBHRS Team Members are accurately using the Ticketing System to track and monitor all issues / concerns, making sure these are addressed on a timely manner. Ensures that all Team Members’ information are properly updated in the system.

• Maintains and monitors calls to C&B Team using the Call Management Server (CMS) and makes sure that all calls are properly distributed to all C&B Team Members.

• Coordinates with the IT/PABX team regarding any problems with the Avaya and call distribution.

• Prepares/generates reports under HR Hotline and Ticketing on a monthly basis.

• Assists in conducting C/B orientations to all New Hires, C/B Benefits Awareness for Program 1 for Non Agents.

• Function: HR Systems

• Prepares regular and ad hoc reports (headcount, attrition, compensation, etc) based on accurate employment data. Acts as point of contact for both internal and external data requests, verification and reports using employee data.

• Maintains accurate team member data in the employee database based on official documents (government records, forms), status change forms, and other official sources of team member information. Maintains setup values in HR database to align with organizational changes/needs.

• Conducts end-user training/orientations on processes and procedures related to HRIS tools.

• Ensures team delivery of services in accordance with agreed service levels (e.g. time, quality and costs) and according to established standards and procedures on a day-to-day basis, closely coordinating with POC’s on each team member’s current employment status e.g. LOA, Movement, Suspension, Separation and Termination.

• May be responsible for maintaining policy/procedural documents and any improvements to processes to improve team efficiency and adherence to service levels.

• Function: Compensation

• Provides assistance to the HR Sr Officer - Compensation in data collection, analysis and report generation for all compensation-related reports.

• Maintains and manages the job description database. Coordinates with accounts/programs/departments in updating, refreshing or creating new job descriptions. Assists in job evaluation exercise, as needed.

• Coordinates with survey vendors during data submission, validation and release of results. Extracts raw

• survey results for analysis. Prepares job matching files and assists in the validation process.

• Prepares final worksheets on major compensation activities - MI, PB, Scorecard Bonus, etc. - for

• payout instructions.

Required skills + qualities (technical):

• Bachelor’s Degree in Psychology or Human Resources and Development.

• Two (2) to three (3) years Compensation & Benefits or HR experience, preferably within the call center, customer service or any labor-intensive industry (i.e. manufacturing).

• Working knowledge and aptitude of compensation and benefits design principles, methodologies, concepts, and principles. General / basic knowledge of other Human Resources principles and  concepts (i.e. Recruitment, Employee Relations). General / basic knowledge of call center operations and organization. Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint).

• Good supervisory and people-management skills. Time and project management skills. Excellent oral and written communication skills. Fluency in the English language. Adaptive to changing work schedules and working hours. Extensive experience in coordination. Customer orientation.

• Problem-Solving, Decision-Making and Analytical skills.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace change and innovate courageously 

• We grow together through spirited teamwork 

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