Tiffany & Co.

  • Employee Services Advisor, Canada

    Location US-NY-New York
    Posted Date 2 months ago(11/20/2019 5:58 PM)
    Req #
    Human Resources
  • Overview

    The Employee Services Advisor will be a key point of contact for all Canada HR functions (benefits, career and talent management, general questions, employee relations, etc.) and will support bringing the country HR needs into a shared services model. This individual will provide accurate and efficient resolution of issues and inquiries through multiple channels (e.g., phone, email) by following appropriate resolution/assessment methodologies (e.g., investigating and research). As the Employee Services functions develops, this role will be critical in building out the knowledge database for Canada-specific knowledge and resolving any inquires that cannot be managed by the US Tier 1 team. They will also be a critical partner in managing the change for the business and transitioning to the shared services model, including driving employees to self-service, building out the knowledge database with Canada-specific information, and continuation of current processes (such as leave administration) until it can be more broadly addressed through shared services. This individual will utilize knowledge management tools, educate employees (our customer) on COE programs, HR technologies and self-service tools, and determine appropriate course of action or escalation for emerging issues. As the employee services team becomes more sophisticated in supporting the needs of the Canada employee population, this role will continue to provide Employee Services support to our employees, and have the ability to support our broader employee population.



    Canada Program Delivery

    • Manage Canada benefits and leave administration processes, partnering with the broader Eemployee (EE) Services and HRIS teams to identify longer term opportunities to streamline.
    • Along with Centers of Exellence (COEs) and HRIS Administration, facilitate delivery of HR programs
    • Support the communication, knowledge management, and administration of related COE programs to ensure effective roll-out of cyclical and ad-hoc processes
    • Work with Retail, Loss Prevention and Facilities Management on leading and supporting Health and Safety programs consistently across the country in-line with legislation
    • Ensure company HR policies and procedures are maintained and kept up to date
    • Apply analytics and metrics to business challenges and head-count management
    • Process and manage all employee leaves (maternity leaves, leaves of absence)
    • Ensure Compliance training is being conducted in all provinces, and maintaining databases
    • Manage external Human Resources related relationships; Benefits, Pension, MSP, WSIB

    Employee Services

    • Ensure business continuity for Canada as we transition into a shared services model.
    • Develop and update Canada-specific knowledge database to allow for Tier 1 teams to accurately respond to Canada employee inquiries.
    • Act as Tier 2 for any Canada inquiries that cannot be addressed within the Tier 1 team, ranging from HR related policies, procedures and systems, including but not limited to benefits, compensation, learning, employee relations/performance, and payroll
    • Create high-quality employee experiences through customer support
    • Demonstrate active listening skills to provide consultation and advisory support to our employees of all levels
    • Accurately log all service requests in case management tool
    • Respond to employees within agreed Service Level Agreement parameters.
    • Collaborate with COEs and Human Resources Business Parters (HRBP) to ensure clear ownership in addition to providing insights on trends


    Continuous Improvement

    • Provide input for process efficiencies or improvements as you experience them
    • Identify efficiencies through simplification, standardization, and automation of processing HR transactions
    • Leverage employee interactions to train to and encourage self-service resources






    • Bachelor’s degree
    • 4+ years of work experience
    • Ability to interact with employees across all levels and functions within the organization
    • High level of professionalism with ability to handle sensitive and confidential information
    • Demonstrated ability to anticipate and respond to questions properly to ensure they are understood, and messages are tailored to the individual (knowing what drives them, how messages will be received, etc.).
    • Exceptional oral and written communication skills; ability to deliver information in a concise manner
    • Adept at learning or prior knowledge of HR Systems and applications (i.e. - knowledge management, case management, Oracle HCM)
    • Ability to work independently with minimal supervision, but also enjoy working as part of a team
    • Proactive and innovative individual who demonstrates good judgment
    • Maintains calm in fast-pace environment and can effectively manage prioritization of workload
    • A client-centric attitude and ability to think differently to evolve status quo
    • Meticulous attention to detail
    • Good working knowledge of HR, its principles, processes and policies



    • Experience in a Shared Services structure
    • Multi-lingual


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