The HR Operations Coordinator is a core member of the HR Shared Services team responsible for executing the day-to-day transactional and operational work that underpins HR service delivery across the Americas. This role manages employee and manager HR requests through a centralized intake system, processes HR transactions, coordinates onboarding activities, and maintains HR data accuracy. The HR Operations Coordinator is the execution engine of HR Shared Services — ensuring that every employee and manager receives a consistent, timely, and professional HR experience.
Key Responsibilities:
Employee & Manager Support
- Serve as a first point of contact for employee and manager HR inquiries; receive, triage, and resolve requests through the Zendesk case management system
- Manage a ticket queue, responding to inquiries within established service level targets and maintaining accurate case notes and resolution documentation
- Escalate complex, sensitive, or unresolved requests to the HR Operations Manager or HR Business Partner as appropriate
- Provide clear and professional communication to employees and managers throughout the lifecycle of their requests
Onboarding & Pre-Employment
- Coordinate pre-employment activities including background check initiation and follow-up, reference coordination, and offer documentation processing
- Collect, verify, and process work authorization documentation in compliance with applicable regulations
- Manage new hire setup activities in HRIS systems and coordinate Day 1 readiness across relevant stakeholders
- Serve as a point of contact for new hires between offer acceptance and Day 1, answering questions and resolving issues in a timely manner
HR Transaction Processing
- Process HR transactions accurately and on time including new hires, job changes, compensation updates, leaves of absence, terminations, and employment verifications
- Complete all transactions in HRIS systems in accordance with established data entry standards and SOPs
- Conduct regular data quality checks and correct errors or inconsistencies identified during audits or routine processing
Process Adherence & Continuous Improvement
- Follow all standard operating procedures for HR processes; flag inconsistencies or SOP gaps to the team lead or manager
- Identify repetitive issues, process bottlenecks, or recurring errors and raise them to the team for resolution
- Support the adoption and ongoing use of HR technology tools including the ticketing system
- Assist with special projects and operational initiatives as directed by the HR Operations Manager or HR Operations Lead
Bilingual English/French Required