Senior People Operations Specialist (Employee Relations)

Job Title

Senior People Operations Specialist (Employee Relations)

Job Description

We have recently created a People Operations Shared Services function and are actively seeking a talented Tier 2 Specialist to be part of our Global People and Workplace Services team.

As a Tier 2 Specialist you’ll move Pacific Life Re, and your career, forward by handling more complex and specialized employee interactions that go beyond the scope of Tier 1 support. The Tier 2 team will provide subject matter expertise in areas such as

• Workforce administration
• Onboarding
• Benefits administration
• Employee relations support

This team ensures accurate resolution of intricate cases and requests that come into the Shared Services function, partners with Centers of Excellence (COEs) for policy alignment, and drives process improvements to enhance efficiency and employee experience. By overseeing service requests, maintaining compliance with service-level agreements, and creating knowledge resources, Tier 2 plays a critical role in reducing escalations, enabling Tier 1, and delivering a consistent, high-quality service across the organization.

For this role in particular, we are looking for candidates with some knowledge of Employee Relations as this in this role you will be exposed to our ER environment and be supporting on ER cases. 75% of your role will be within the ER specialism and you will provide support to more generalist cases in periods of peak activity.

Role Responsibilities:

• Provide escalated, specialized functional customer support to employees and managers for questions, issues, and problems related to HR administration, including potentially leveraging agentic artificial intelligence (AI) to provide service
• Respond to complex employee inquiries, resolve issues, and triage cases prior to escalation to COEs.
• Partner with COEs to identify gaps in understanding and clarify current policies, processes and programs.
• Follow established procedures to complete a wide-range of intermediate tasks, applying judgment and subject matter expertise when discretion is required
• Develop and maintain clear and accurate documentation for HR operations, global procedures and work processes, including Workday HR knowledge articles
• Identify opportunities for automation and workflow improvements to enhance efficiency and employee experience
• Leverage data to identify trends and areas for improvement in terms of service delivery and use as a basis, together with COE partners, to determine the best course of action
• Perform additional tasks and responsibilities related to designated focus areas which may include:
• Process job changes (e.g., location change, manager change/approval, etc.)
• Support compensation administration (e.g., processing salary update transactions, processing one-time bonus payments, etc.)
• Support bulk data changes wherever needed
• Manage learning/class scheduling (e.g., new hire orientation via e-Learning)
• Support letter generation (e.g., travel Visa support)
• Onboarding administration (e.g., verification of employment, background check administration, I-9, etc.)
• Maintain and audit personnel files to ensure accuracy
• Benefits and leave administration
• Support performance improvement initiatives
• Support employee relations investigations

Employee Relations Focus

• Act as the escalation point for employee relations inquiries, ensuring accurate resolution and compliance, involving Centres of Excellence (COEs) where appropriate 
• Providing support on a wide range of employee relations processes including 
• Flexible working applications 
• Performance management  
• Investigations into employee grievances and disciplinary matters, conduct investigations 
• Organizational change programs 
• Other ER-related transactions requiring discretion 
• Assisting with selected policy drafting and review in light of any employment law and/or regulatory changes. 
• Maintain accurate documentation for ER processes and provide ongoing input around improvements to templates and process documentation 
• Support with ensuring accurate reporting of Employee Relations data 

The experience you bring

• Bachelor's degree in HR, business administration, or related field or international equivalent
• Qualifications / certifications from professional bodies (CIPD / IHRP etc)
• 5+ years of related experience in workforce and/or benefits administration, HR operations, and/or customer-facing HR support roles
• Experience with ticketing systems and HR platforms such as Workday
• Ability to manage cases, maintain data integrity, handle escalated issues, and engage with regional HR partners and COEs
• Skills include strong attention to detail, effective written communication and problem solving, and a customer service mindset

Working For Pacific Life Re

Every person in our global team is valued for the unique qualities they bring to our business and we seek to build their expertise and support their individual ambitions at every step. Of course, we take our work seriously and we know our team can operate under great pressure. We work hard and thrive on achievement, but we also know how to have fun and relax too. We regularly host a range of team building days to strengthen our team's connection with each other and reflect on their successes.

Providing employees with a healthy work-life balance is very important to our culture. We have a wide range of employee benefits and we host regular social activities and well being initiatives. We are also committed to supporting our employee's involvement in their communities, by actively fundraising, hosting charity events and overseeing volunteering opportunities.

Benefits (Only for Permanent and Fixed Term Employees)

Leave

• 25 days of annual leave with option to buy/sell more days 

• Adoption and fertility leave 

• Generous enhanced parental leave 

Healthcare

• Comprehensive private insurance coverage for employee and dependents

• Group Life Insurance coverage of 9x basic annual salary and Group Income Protection up to 75% of basic annual salary 

• Optical benefits 

Savings & Retirement

• 15% combined employee/employer contributions 

Wellness

• Subsidized gym membership 

• Access to Employee Assistance Program 

• Cycle to Work and Electric Car Salary Sacrifice Scheme 

• Time off for volunteering 

• Charitable matching of employee donations 

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

As part of our commitment to diversity and inclusion, we will provide reasonable adjustments during the recruitment process to ensure equal access to applicants with disabilities. Please contact us about your needs so that we can discuss these with you to make sure that suitable adjustments are made, where possible.

Pacific Life Re Values

Please click here to view our company values