Client Support Specialist

Job Information

Overall Purpose

• Reporting to the Manager of Workforce Operations, the Client Support Specialist is responsible for:
  • Working as dedicated business partner with OPS Directorate members and managers to provide clientfocused guidance on position management, predictive scheduling, rostering and attendancemanagement / enhancement.
  • Processing and auditing all employee actions for compliance with OPS policies and applicableCollective Agreements and supporting members and management through these processes.
  • Ensuring compensation, benefits, premiums and allowances are processed accurately in compliancewith OPS Policies and the applicable Collective Agreements.
  • Shared ownership and maintenance of all employee master data in HRIS and TAS systems.
  • Supporting development of analytical reporting for business partners within OPS to ensure proactivemanagement and continuous business improvement.
  • Provide project / transformation support as required for continued business improvement to WorkforceOperations

Major Responsibilities

• Work as a dedicated business partner with OPS Directorate members and managers to provide clientfocused guidance on employee movements, predictive scheduling, rostering and attendance management/ enhancement.
  • Provide advice and material support to employees on all types of leave, job shares and other alternatework arrangements, verify and process within the scope of OPS policy.
  • Provide client focused position management and scheduling guidance to the Directorate Management.
  • Provide analytical and reporting support to ensure effective service delivery of Real Time Attendance,scheduling and predictive rostering.
  • Provide analytical reporting and recommendations relating to operational projects, special events andstrategic forecasting and decisions.
  • Liaise with Health, Safety & Wellness and employee on medical leaves as required.
  • Liaise with Human Resources regarding employee movements.
• Process and audit all employee actions for compliance with OPS policies and applicable collectiveAgreements and supporting members and management through these processes.
  • Processes all employee movements such as new hires, transfers, temporary assignments, promotionsand retirements in the HRIS and Scheduling systems with a strong focus on accuracy, speed, andefficiency.
  • Manages all leaves in the HRIS and TAS systems to accurately impact pay, time bank balances,increment dates and entitlements
  • Advise employees / management on relevant processes, including leave entitlements, payentitlements, attendance submission and scheduling / rostering expectations.
  • Enters and removes disciplinary action codes and adjust pay as appropriate under direction fromLabour Relations and the Professional Standards Section.
  • Provide training and guidance to new members of the Workforce Operations section as required.

Major Responsibilities (continued)

• Ensure compensation, benefits, premiums and allowances are processed accurately in compliance withPolicies and the applicable Collective Agreements.
  • Conducts audits and identify specific issues related to pay including, Investigator Pay andResponsibility Pay.
  • Notifies managers of staff under their responsibility who are eligible for an increment; processesapproved increments, and tracks individuals who do not receive scheduled increments.
  • Serve as the primary Liaison with City of Ottawa Payroll partners to ensure timely and accurate pay.
• Shared ownership and maintenance of all employee master data in HRIS and TAS systems
  • Adds, updates and audits all employee master data including but not limited to employee name andidentification numbers, address and phone numbers, next of kin, date specifications, employeeassignments, work location, pay group and increment, entitlements, etc.

Major Responsibilities (continued)

• Support development of analytical reporting for business partners within OPS to ensure proactivemanagement and continuous business improvement to Workforce Operations:
  • Assist with the development of analytical reporting required for Directorates to manage their dailyrequirements and proactively predict future rostering.
  • Work with Directorate management to be proactive on future requirements for scheduling andmanagement of employees’ time and attendance.
  • Keep abreast of trends and analytical reporting to assist directorate management to evolve along withfuture policing requirements.
• Provide project / transformation support as required for continued business improvement.
• Assist as required on all sectional and organizational projects for continuous business improvements.
• Work with Project Teams and Management on special projects, and provide recommendations forsolutions that will meet project requirements.
• Keep current with scheduling and attendance management models, practices and tools for 24 / 7operational environments and relevant analytics and trend analysis.

Statement of Required Qualifications

• Three (3) year relevant University degree / College Diploma in Finance, Commerce, BusinessAdministration.
• Experience and formal training combined may substitute for stipulated education requirements.
• Minimum two (2) years progressive experience in payroll and / or organizational management and / or ascheduling environment providing financial or position management support including:
  • Human Resource Information Systems (i.e.: SAP or other HR data management system) experienceincluding hierarchy management, entitlements and workflow management.
  • Experience providing scheduling, attendance and / or workforce management reporting and analyticsand preparing professional reports and presentations to management.
  • Experience with scheduling systems including historical tracking and forecasting.

Certifications and Licences

N/A

In service Training

The following mandatory training and education is provided to all employees of the OPS:

• Occupational Health & Safety.
• Respectful Workplace.
• Harassment & Violence in the Workplace.
• Accessibility for Ontarians with Disabilities Act (AODA).
• Equity, Diversity and Inclusion (EDI).

Job Knowledge

Working knowledge of:

• The Organization’s Mission, Vision and Values.
• Generally accepted accounting principles; financial analytical tools such as, automated budget systems;automated office suite software, especially Excel skills, spreadsheet and presentation software; police andmunicipal financial and legislative environments.
• Understanding of the Employment Standards Act.
• Understanding of the importance of client centered service.
• OPS policies and procedures and the impact on the day-to-day work or delivery of service.

OPS Competencies

Hours of Work

Effort and Working Conditions

• Work is performed in a standard office environment with minimal adverse working conditions and no publicaccess.

Desired Qualifications

• Oral, reading, and writing fluency in French or other languages.
• Knowledge and experience of various Ontario Acts respecting employment legislation.
• Knowledge and experience of relevant Provincial and Federal taxation statutes.
• Experience in the development of Human Resources and / or payroll systems.