Job ID: 57194

Job Category: Finance, Accounting & Purchasing

Division & Section: Policy, Planning, Finance & Admin, PPF&A Program Support

Work Location: Metro Hall and North York Civic Centre

Job Type & Duration: Full-time, Permanent Vacancies

Hourly Rate: $40.69 to $44.57

Shift Information: Monday to Friday, 35 hours per week

Affiliation: L79 Full-time

Number of Positions Open: 2

Posting Period: 08-Jul-2025 to 22-Jul-2025

Job Description

Reporting to the Supervisor Administrative Services, the Senior Advisor Payroll & Client Services will coordinate the provision of services and provide operational support to Service Area Divisions by responding to escalated client requests and complaints. To support the needs of Service Area Divisional clients by triaging issues and coordinating workflow in accordance with divisional policies, procedures, and service level targets.

Major Responsibilities:

• Provides front line support and advice to Service Area divisions regarding payroll systems, specifically e-Time, e scheduling and payroll processes, such as investigates and coordinates responses to inquiries and complaints.

• Coordinates client requests received and delegates to PPFAASU Payroll Team.

• Provides guidance, motivation, and training, ensuring that high levels of customer service are met, and issues are resolved in a timely and professional manner.

• Monitors work performed by PPFAAdmin Services Payroll Team for quality assurance including current and completed entries, outstanding incidents, tracking of incidents.

• Follows up on outstanding incidents to bring resolution and identify areas of improvement.

• Enters and retrieves data in system database. Identifies reporting requirements for all levels within the Service Area Divisions. Monitors trends, analyzes, and summarizes data.

• Creates status, routine, and ad hoc reports, including running weekly and ad hoc metrics. Monitors client request volume and performance of assigned portfolios ensuring optimum service.

• Performs system administrator functions for the ASU Payroll Team. Coordinates and audits permission requests for user access for Service Area divisions.

• Performs varied administrative duties to support divisional operations and procedures. Identifies opportunities for improvement for the day-to-day business operations.

• Liaises with internal Information & Technology and corporate partner experts regarding ongoing system issues, training requirements and testing.

• Conducts surveys related to employee satisfaction with services provided and analyze results of same. Prepares summary of feedback of surveys and identifies opportunities for improvement.

• Ensures that regulations, statutes, policies and procedures and administrative practices are adhered to. Verifies for accuracy and conformity with the aforementioned.

• Oversees inquiries from internal clients and stakeholders and coordinates the roll-out and delivery of programs to ensure that high levels of client service are met and issues are resolved in a timely, professional manner.

• Responds to incoming inquiries, resolves complaints, and exchanges information with all levels of staff, including senior management. Provides explanation and interpretation of policies and procedures and maintains timely and accurate inquiry and resolution records. Escalates complex inquiries, issues, and cases to Supervisor.

• Provides advice to internal clients regarding the use of the Employee Self-Service (ESS) and Manager Self-Service (MSS) and responds to resolve general inquiries related to PPEBpolicy, programs and processes not addressed in ESS or MSS.

• Oversees status of identified gaps and deficiencies in the knowledge base content and self service portal to ensure the necessary updates have been completed including the division's intranet site and internal shared.

• Utilizes knowledge of established internal and corporate policies and procedures to guide clients. Researches various options for resolution and provides clients with a recommended approach or approved alternative.

• Listens and probes when handling inquiries to ensure that the complexity of the inquiries is fully understood and that the appropriate options for resolution are considered, including coordinating and responding to inquiries from internal clients and stakeholders that may require follow up with other City divisions or sections. Provides explanation of policies and procedures.

• Provides input and desk-side support related to testing of system enhancements and upgrades to current platforms. May assist with implementation of new systems.

• Provides support and troubleshooting services to clients and staff experiencing system application access, navigational, and report function problems. Advises clients on software operations, limitations, and possible solutions.

• Analyzes trends related to client inquiries and systems performance and develops recommendations to address client inquiries/systems performance problems and business needs (e.g. changes to business processes/procedures, acquiring new equipment/software, etc.).

• Investigates and resolves problems related to employee direct deposits.

• Establishes and oversees computerized record, filing and retrieval systems.

Key Qualifications:

Your application must describe your qualifications as they relate to:

• Post secondary education in Payroll or Business Administration, augmented with Payroll certification or a related discipline or the approved equivalent combination of education and/or experience.

• Extensive customer service experience in problem solving with clients, providing professional advice, and developing and implementing effective learning interventions and solutions.

• Considerable experience in the functions of payroll, employee benefits, or pension processing in a major public or private sector unionized organization.

• Considerable experience in the application of collective agreements, policies, and related legislation.

• Considerable experience with computerized workforce management systems, such as SAP/SuccessFactors.

• Experience providing work direction, training, guidance, and support to staff.

You must also have:

• Proficiency using Microsoft Office suite including Word, PowerPoint, Excel and Outlook.

• Knowledge of operational payroll procedures and policies, including ability to enter and retrieve payroll information using computer-based systems as required.

• Ability to handle large volumes of information including researching, assessing, recording, and reporting data, while utilizing multiple applications and computer screens.

• Highly developed interpersonal skills, including excellent oral and written communications skills, with the ability to empathetically listen, interpret and respond.

• Excellent organizational, analytical, problem solving and multi-tasking skills with the ability to meet deadlines and assess priorities.

• Demonstrated initiative and resourcefulness with attention to detail and a strong ability to work effectively and professionally without close supervision.

• Ability to exercise independent judgment and discretion in dealing with confidential and sensitive information.

• Ability to work effectively as a member of a team, collaboratively with others in a multidisciplinary environment.

• Ability to work shifts, evenings, and weekends and to work additional hours if necessary.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.