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HR Client Support Administrator - USG 4/5

Date: August 29, 2013
Reports to (Job Title): Manager, HR Administration
Jobs Reporting (Job Titles): None
Location: Main Campus

Primary Purpose

The Human Resources Client Support Administrator is primarily responsible for data integrity, including data entry and data audits, related to the employee life cycle.  In addition the Human Resources Client Support Administrator is responsible for providing front line customer service for past, present and future employees of the University measured against defined metrics and service agreements.  The position is accountable for supporting the HR organization by:

Key Accountabilities:


Accurately create and update employee information in HRMS

  • Responsible for accurate data entry related to employee life cycle events, from hire through termination including , personal data changes, banking or tax information, and leave of absencesSupport additional data entry processes as required


Provide initial customer support for all HR inquiries including payroll, pension and benefits

  • Respond to employee or retiree inquiries/ requests for information in a timely manner
  • Provides research where necessary to accurately respond to employee inquiry
  • Correspond with 3rd party benefit providers as necessary to support inquiry resolution
  • Liaise with HR team as necessary to support inquiry resolution
  • Escalate issues/inquiries as required to areas of expertise per established process
  • Maintain data to support effective client service measurement as required
  • Process applicable paperwork to necessary stakeholders to confirm benefit coverage level


Responsible to create  and maintain Employee files to established standards

  • Responsible for creating and updating HR Employee file
  • Responsible for following processes to maintain the data integrity of the employee file


Support accuracy of data in HR Systems

  • Ensure ongoing data audit processes are occurring and input correctly  
  • Supports processes as defined to create and maintain data integrity


Support Continuous Improvement Initiatives

  • Accountable for identifying and implementing continuous improvement initiatives within established area of responsibility
  • Responsible for reviewing service metrics and taking action to return to standard or to improve from the established standard
  • Support special projects and initiatives as required

Position Requirements


Completion of a college program or combination of education and experience.  A Professional Human Resources certification is an asset


1) up to 2 years of business experience in an operational/administrative role with knowledge of general HR practices and HR technology.

 2) A continuous improvement mindset and an exceptional customer service focus are critical for success along with a strong detail and problem solving skills.  

3) Ability to multi-task and prioritize work, at times with conflicting priorities


MS Word Excel PowerPoint Other

Proficient (track changes, compare and merge files, table management, footnotes, technical documentation)

Intermediate (pivot tables, formula creation, data validation)

Proficient (creation of multi-level lists, charts, and images, creation of master slides)

HRMS systems - relational databases preferably PeopleSoft

Nature and Scope

Interpersonal Skills:

Internally, communicates with employees in all groups and departments and the appropriate level to resolve data, administrative and transactional HR issues related to area of responsibility.  Communicates with team members and others in HR on a regular basis to coordinate and execute area of responsibility.  Communicates externally with 3rd party providers such as Great West Life Insurance Company to investigate employee issues or /inquiries.

Level of Responsibility:

The position is responsible for supporting processes within the HR administration team ensuring that all practices meet defined quality and service objectives.  Responsible for ensuring confidentiality of data and any client interactions is maintained.  This position has defined duties and responsibilities with no direct reports.

Decision-Making Authority:

Responsible for decision making and problem solving within the responsibilities of the process that is being supported.  Investigates issues, providing information and explanation to those involved and makes adjustments/corrections as necessary.  Consultation with Manager, HR administration is required as appropriate.

Physical and Sensory Demands:

Moderate sensory demands typical of a position in a very busy, customer focused office environment with constant interruptions. 

Working Environment:

As a front line customer service position, there is moderate exposure to disagreeable conditions in the form of angry/confrontational customers.  Regular interruptions to deal with customers are to be expected.