Human Resources Representative II

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At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities.  By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

Position Highlights

ICBC’s Contact Centres, People & Facilities Division is seeking four (4) HR Service Centre Representative IIs to join the team at Head Office in North Vancouver.

As a senior representative within the inbound People Service Centre, you provide specialized policy and process guidance to leaders and employees across the organization. You are responsible for resolving medium- to high‑complexity HR inquiries and escalations related to recruitment and selection, attendance management, performance management, Collective Agreement interpretation, immigration services, HR systems and processes, and general HR administration. In this role, you apply strong HR knowledge, critical thinking, and customer‑service excellence to support consistent, compliant, and high‑quality service delivery.

Position Responsibilities:

• Provides timely and accurate guidance to managers and employees on HR policies, processes, and practices. Resolves routine employee relations matters and escalates issues of higher complexity—or those requiring investigation—to the appropriate HR teams.
• Builds and maintains strong working relationships across the organization to support effective service delivery and ensure a positive employee experience within the People Service Centre.
• Collaborates with HR functional areas to deliver consistent recommendations, solutions, and interpretations grounded in established policies, procedures, and precedents.
• Researches, interprets, and maintains current knowledge of HR policies, regulatory requirements, and applicable legislation to support compliant and effective HR service delivery.
• Supports the analysis of HR data and trends to contribute to the development of insights that help diagnose business issues, enhance employee engagement, and improve organizational performance.
• Identifies and escalates broader or systemic HR issues to the appropriate HR teams to support alignment with overarching business goals and organizational priorities.
• Contributes to departmental initiatives, including projects, process improvements, and research activities that enhance the effectiveness of HR programs and services.
• Assists in the development, documentation, and ongoing maintenance of procedures and guidelines to support consistent implementation of HR policies and compliance with internal and external requirements.

Position Requirements

• Undergraduate degree or post-secondary diploma in human resources or related business field, or previous experience relevant to the role.
• At least 2 years of relevant HR experience, with strong understanding of HR principles, practices, and their application to business needs.
• Proficient in Microsoft Word, Excel, Outlook and HRIS.

• Call center experience is an asset.
• CPHR or other relevant designation is considered as an asset.
• Strong organizational skills, attention to detail, ability to prioritize and multi-task.
• Effective decision-making, critical thinking, and problem resolution skills.

This is a hybrid position which requires working onsite twice per week. Due to current departmental requirements, the team works on-site on Wednesdays at Head Office in North Vancouver, and Thursdays at Burnaby CRLC (Collision Repair Learning Centre). Designated office days and location are subject to change depending on team and departmental needs.

About us: 

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025  to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

 Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined: 

• Hybrid 8 – you will work a minimum of 8 days in a 4-week period at your primary office headquarters (typically 2 days per week). The remaining days will be remote within British Columbia. 

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