About the job The Employee Services Specialist is an experienced member of the Employee Services team, providing advanced support to employees and managers through a centralized service delivery model. This role independently manages complex HR inquiries and employee matters, provides guidance on HR policies, processes, and programs, and helps ensure a consistent, high-quality employee experience across the organization. The Specialist acts as a trusted advisor to managers and employees, resolves escalated and sensitive issues, identifies process improvement opportunities, and serves as a subject matter resource for Employee Services team members. The role operates with minimal supervision and partners closely with HR Business Partners, Centers of Excellence, HR Operations, Payroll, and external service providers to deliver effective HR solutions. Key Responsibilities Advanced Case Management & Employee Support Manage a portfolio of complex and escalated employee and manager inquiries across multiple HR disciplines. Own cases end-to-end, exercising independent judgment to resolve issues efficiently and consistently. Analyze facts, policy requirements, and business context to recommend appropriate solutions. Ensure accurate case documentation, timely follow-up, and compliance with established service standards. Identify trends, recurring issues, and root causes across cases and recommend corrective actions. Employee Relations & Manager Guidance Provide guidance to managers on employee relations matters, policy interpretation, performance management, corrective actions, and employee communications. Conduct intake and fact gathering for employee concerns and workplace issues. Partner with HR Business Partners on complex employee relations matters while maintaining accountability for case coordination and execution. Assess risk and escalate sensitive issues appropriately. Promote consistency and compliance in employee-related decisions and practices. Employee Lifecycle Management Support and coordinate employee lifecycle activities, including onboarding, transfers, promotions, organizational changes, leaves, and offboarding. Resolve complex employee and manager questions related to lifecycle processes and policies. Ensure all required transactions, documentation, approvals, and system updates are completed accurately and timely. Serve as a key resource during organizational changes and workforce transitions. Process Excellence & Continuous Improvement Identify opportunities to improve service delivery, case resolution effectiveness, and employee experience. Participate in and lead process improvement initiatives within Employee Services. Analyze service metrics and case trends to drive recommendations that improve efficiency, quality, and knowledge management. Contribute to the development and maintenance of standard operating procedures, knowledge articles, and service documentation. Support testing, implementation, and adoption of new processes, tools, and technologies. Operational Excellence & Data Governance Complete and validate HR transactions within Workday and related HR systems. Ensure employee data, documentation, and case records are accurate, complete, and audit-ready. Maintain compliance with company policies, regulatory requirements, and data privacy standards. Support reporting, audits, and data validation activities as needed. Collaboration & Subject Matter Expertise Serve as a subject matter resource for Employee Services team members and provide informal coaching and guidance. Partner with HR Operations, Payroll, Benefits, Talent Acquisition, HR Business Partners, and Centers of Excellence to resolve complex issues. Support knowledge sharing and capability building across the Employee Services organization. Contribute to special projects and cross-functional initiatives that enhance the employee experience and service delivery model. Experience & Qualifications Bachelor's degree in Human Resources, Business Administration, or related field preferred. 5+ years of progressive experience in HR operations, employee services, HR shared services, employee relations, or human resources. Bilingualism (French and English) is required for this role to effectively support employees and stakeholders across Canada Experience managing complex employee and manager inquiries in a high-volume service environment. Demonstrated experience interpreting HR policies and providing guidance to leaders and employees. Strong working knowledge of HR systems, case management platforms, and employee records management. Experience with Workday preferred. Strong analytical, problem-solving, and decision-making skills. Exceptional customer service and relationship management capabilities. Ability to manage competing priorities while maintaining quality and responsiveness. Experience supporting a global workforce or multi-country environment preferred. Qualifications Build a Career with Purpose at Brink’s For over 165 years, Brink’s has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolve—powered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink’s partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind. At Brink’s, we operate in more than 100 countries, across cultures and languages, yet we’re one team—committed to protecting what matters most. Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact. No matter which business area or country you are located, Brink’s offers a place to build a meaningful career. Here, you’ll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger. We believe in doing what’s right, working together, and striving for excellence. If you’re looking for a career that combines purpose with performance, Brink’s is the place for you. Brink’s is proud to be an equal opportunity employer. If you need reasonable accommodations/adjustments during the hiring process, please let your recruiter know—we’re here to support you every step of the way. Développer une carrière motivante chez Brink's Depuis plus de 165 ans, Brink’s est un leader mondial de confiance en matière de logistique sécurisée et de solutions de gestion des espèces et des objets de valeur. Aujourd'hui, nous continuons à évoluer - propulsés par la technologie, guidés par un objectif et unis par des valeurs. Avec un héritage fondé sur la confiance et un avenir axé sur l'innovation, Brink’s s'associe au succès des clients, permettant aux entreprises du monde entier de fonctionner avec confiance et tranquillité d'esprit. Chez Brink’s, nous opérons dans plus de 100 pays, à travers les cultures et les langues, mais nous sommes une seule équipe - engagée à protéger ce qui compte le plus. Nos collaborateurs sont au cœur de tout ce que nous faisons. Nous favorisons une culture de collaboration, d'innovation et d'apprentissage continu, où chaque membre de l'équipe est encouragé à grandir, à prendre des responsabilités et à avoir un impact. Quel que soit le domaine d'activité ou le pays dans lequel vous vous trouvez, Brink’s offre un lieu pour construire une carrière significative. Ici, vous trouverez des opportunités pour développer vos compétences, contribuer à des solutions mondiales et faire partie de quelque chose de plus grand. Nous croyons en faire ce qui est juste, travailler ensemble et viser l'excellence. Si vous cherchez une carrière qui combine objectif et performance, Brink’s est l'endroit pour vous. Brink’s est fier d'être un employeur offrant l'égalité des chances. Si vous avez besoin d'aménagements raisonnables pendant le processus de recrutement, veuillez en informer votre recruteur - nous sommes là pour vous soutenir à chaque étape.