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People & Culture Analyst - AskHR


Montreal, Quebec, CA Quebec City, Quebec, CA

Req ID:  4541
Jobs by Category:  People & Culture, Finance and Corporate Affairs
Job Function:  People Practices
Status:  Full Time
Schedule:  Regular



Ready to leverage your customer focus and problem-solving skills to support core components of TELUS’ People & Culture?


The impact you’ll make and what we’ll accomplish together!


We’re looking for bright people who like solving big problems. And as an integral part of the AskHR team, you’ll tackle all kinds - and solve them end to end. In this role you will deliver single point of contact and consultation services to TELUS team members and retirees for general inquiries regarding established Human Resource services, procedures, policies and practices, and as part of the greater P&C Enablement team, you’ll play a role in initiatives that help improve the team member experience. We’re just as passionate about our team as we are about our customers and we’re looking for people that radiate this passion.


Here’s what we believe


  • We are ONE team - we work in a collaborative culture
  • We challenge the status quo and when others think we’re done, we make it better
  • We live up to our commitments to ourselves, our friends, family, peers, leaders and our customers
  • Our success is all about how we do things - how we think, solve problems, deliver, communicate, collaborate and more


Here’s how


  • Customer Experience Advocacy
    • advocate for and manage our team members’ experiences from end to end
    • ensure awareness of opportunities to self-serve
  • Collaborative Communication
    • present and negotiate effective win-win solutions, effectively mediating complex, high-risk or sensitive situations
    • develop rapport and strong collaborative working relationships with various levels of the organization
    • recommend continuous improvement opportunities for work processes and HR information
  • Proactive Problem-Solving
    • drive end-to-end resolution by leveraging research and communication skills to provide consultative support, coaching, interpretive and analytical assistance on HR services, work processes and functions (e.g. payroll, benefits, time, etc.)
    • ensure understanding, clearly identify and capture the request/issue and root cause of customer contacts in a timely manner, all while keeping the customer informed
  • Self-starter; coordinate and deliver service regarding HR activities and initiatives, supporting broader People and Culture initiatives
  • Trusted team member; ensure privacy and confidentiality is maintained related to sensitive information and client records


Voici comment


  • Ambassadeur ou ambassadrice de l’expérience client
    • Gérer l’expérience des membres de l'équipe de bout en bout et chercher à toujours l’améliorer.
    • S’assurer de faire connaître les occasions offertes par le libre-service
  • Communication collaborative
    • Présenter et négocier des solutions efficaces pour tous et offrir des services de médiation efficaces dans les situations complexes, délicates ou présentant un risque élevé.
    • Tisser des liens de confiance et des relations de travail solides empreintes de collaboration avec les membres de l’équipe à tous les niveaux de la hiérarchie.
    • Faire des recommandations quant aux occasions d’amélioration continue des processus de travail et des renseignements sur les RH.
  • Initiative en matière de résolution de problèmes
    • Résoudre les problèmes à la racine en misant sur vos aptitudes de recherche et de communication pour offrir du soutien consultatif, du coaching et de l’aide afin d’interpréter et d’analyser les services, les processus de travail et les tâches des RH (paie, feuilles de temps, avantages sociaux, etc.).
    • Vérifier la compréhension, établir clairement la nature des requêtes et des problèmes ainsi que les causes fondamentales des contacts avec les clients, et consigner l’information afférente sans tarder, tout en tenant les clients au courant des développements.
  • Autonomie : Coordonner et offrir des services concernant les activités et les initiatives des RH pour appuyer les initiatives de plus grande ampleur de Personnes et culture.
  • Membre de l’équipe digne de confiance : Garantir la confidentialité des renseignements de nature délicate et des dossiers de clients.



Required Knowledge:


  • Knowledge of HR and business policies, processes and procedures
  • Knowledge of customer service and call centre concepts, policies and procedures
  • Knowledge of job related systems and databases such as SAP, Microsoft Office, Google Suite


Required Skills and Abilities:


  • Subject Matter Expert: strong understanding of and ability to apply HR processes
  • Advisor: holds strong group process, communication and consultative skills
  • Expert Communicator: create positive relationships, establish rapport, show empathy and respect and work effectively in a cross-functional Human Resource team
  • Strong Writer: exhibits excellent, customer-friendly documentation and writing skills
  • Bilingual in French and English (written and verbal) 
  • Knowledge Seeker and Researcher: willing to work in a continuous learning environment with a particularly steep initial learning curve
  • Innovator: ready to challenge status quo on customer support processes, keeping an eye to identifying solutions that will benefit our customers and our own teams
  • Dedicated Self-starter: Autonomous individual who is capable of effectively working independently as well as within a team 


Desired Experience and Education:


  • Completion of a post-secondary degree/diploma or equivalent experience in Human Resources
  • Experience in a contact centre environment



A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. We’re committed to diversity and equitable access to employment opportunities based on ability —your unique contributions and talents will be valued and respected here. 

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.





People & Culture, Finance and Corporate Affairs

Across People & Culture, Finance and Corporate Affairs, we are the diverse and talented team responsible for making sure TELUS is managed as a world-leading organization. ​

We are honoured to be recognized

2020 engagement score

Team members worldwide

# of years voted One of Canada’s Best Corporate Citizens


TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.