HR Service Centre Associate (Bilingual French/English)

Permanent Full Time 

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The HR Service Centre is the first point of contact for employees and leaders who need HR support. Inquiries come in by phone, or through our case management system. We provide timely, accurate, and customer-focused guidance on HR policies, processes, and systems, ensuring issues are routed and resolved smoothly. In every interaction, we reflect the Company values and the HR Operations Purpose, contributing to a consistent, high quality employee experience.

The HR Service Centre Associate provides efficient, accurate, and supportive service in areas such as employee records, payroll updates, benefits, absence management, and HR policies and practices. This role requires strong customer focus, clear communication, solid knowledge of HR systems, case management tools, and standard operating procedures. The Associate works collaboratively with HR partners to ensure employees and leaders receive a smooth, end-to-end service experience.

What you will do:

• Act as the first point of contact by handling inquiries through phone and the case management system in real time
• Receive, triage and resolve HR inquiries within assigned queues, meeting service level agreements and quality expectations
• Understand HR transaction types and their coding within Employee Central, ECP, and other HR systems, ensuring alignment with policies and procedures
• Own the resolution of escalated issues, conducting research, applying standard operating procedures (SOPS), and collaborating with cross-functional teams when necessary
• Educate employees and leaders on HR tools, self-service resources, policies, and navigation to support successful self-service interactions
• Serve as a subject matter expert on assigned processes or projects; contribute expertise to initiatives, system enhancements, and process improvements
• Identify trends and share insights with the team and leader to improve accuracy, consistency, and employee experience
• Ensure knowledge documentation remains current, updating SOPs and ServiceNet articles to support continuous learning and operational consistency
• Partner with your leader to regularly review SLA and key performance indicators (KPI), identifying root causes, opportunities for improvement, and patterns impacting service delivery
• Collaborate cross-functionally with HR Business Partners (HRBPs), Payroll, and other HR partners to ensure seamless handoffs, clear communication, and high-quality service outcomes
• Contribute to special projects and team initiatives, supporting operational excellence and continuous improvement

What you will bring:

• HR experience or certification (or willingness to pursue certification)
• Strong attention to detail and commitment to process accuracy
• Excellent communication skills with the ability to explain complex or technical information clearly and empathetically
• Customer-centric mindset, consistently placing employees at the center of decision-making and interactions
• Strong analytical and problem-solving skills, with the ability to work through issues using SOPs, system data, and sound judgement
• Comfort working in a fast-paced, high-volume environment with competing deadlines
• Knowledge of ECP, Employee Central, or similar HR technologies is an asset
• Intermediate proficiency with Microsoft Office (Word, Excel, Outlook)
• Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking needs.

Given the size and scope of our organization, this role may be located in Montreal, Toronto, London, or Winnipeg. The Human Resource department currently works a hybrid work model and in-office on Monday, Tuesday and Thursdays. 

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The base salary for this position is between $45,900 - $70,000 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life 

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.  

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you! 

What we offer:  

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member: 

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement. 

• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being. 

• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.  

• Financial Security: Company-matching pension plan, share ownership program and additional investment options. 

• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!  
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.  

Learn more about Canada Life.  

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact  talentacquisitioncanada@canadalife.com. All information provided will be handled in accordance with applicable laws and Canada Life policies.  

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted. 

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