Director, Hr Service Centre

About The Salvation Army

Mission Statement

The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

Vision Statement

We are an innovative partner, mobilized to share hope wherever there is hardship, building communities that are just and know the love of Jesus.

Core Values

The Salvation Army Canada and Bermuda has four core values:

Hope: We give hope through the power of the gospel of Jesus Christ.

Service: We reach out to support others without discrimination.

Dignity: We respect and value each other, recognizing everyone’s worth.

Stewardship: We responsibly manage the resources entrusted to us.

About the Position

The Director, HR Service Centre (HRSC), role leads the implementation and execution of the HRSC function to ensure seamless customer service delivery across several HR domains. It includes the design and execution of a tactical plan required to bring quality and top-notch customer service to the organization. This will be the first point of contact for Mission Partners thus, a strong focus on customer service and the front-line experience will be key.

Ongoing, they will manage all aspects of the HRSC team for TSA Mission Partners. Success is measured by the department’s ability to provide high quality services while meeting Service Level Agreements, improving call and case management handling performance, increased use of resources and adaptation of new technologies.

KEY RESPONSIBILITIES:

Team Management & People Leader

• Provide coaching and guidance to HRSC Manager and HR Service Centre Quality Manager as well as to HRSC Coordinators.
• Ensure the team has the training and tools to exceed service delivery expectations.
• Lead and oversee performance of Tier 1 and ensure that all KPIs and SLAs are being met and established work processes and quality standards are being followed.

HR Delivery

• Coordinate with Business HR and CoEs to develop and maintain understanding of key initiatives that could potentially impact (e.g., rollout of new programs/policies).
• Lead the HRSC function including workforce administration, key administrative activities across HR domain areas (compensation, benefits, learning, time, absence, etc.).
• Lead the hiring and transition activities for the staff in the HRSC.
• Act as the lead point of escalation for complex cases raised through the People Experience Center Team or from senior organizational leaders.
• Review and authorize high-level escalated issues (from HR Service Centre Manager), exceptions and anomalies.
• Lead coordination with HRBPs and CoEs on complex HR queries and issues, where necessary.

Key Performance & Service level Management

• Create and analyze key performance metrics such as intake volume, average handle times, transactions processed etc.
• Manage reporting of service delivery results including adherence to agreed KPI’s/SLA’s.
• Proactively identify key areas of concern or opportunities to streamline operations to Sr. Director.

Continuous Improvement

• Lead initiatives and projects to improve HR Service delivery.
• Identify continuous improvement initiatives, look for opportunities to rationalize, consolidate, and standardize existing services (e.g., improve self-help related processes).
• Partner with Director, Operational Excellence, on continuous improvement projects & initiatives.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Professional HR designation (e.g., CHRL/CHRP) will be considered as a strong asset.
• Experience in the development of effective operational and implementation plans, goal setting, team leadership and management.
• Completion of a Bachelor’s Degree in Human Resources or related field.
• Prior experience or good working understanding of union and non-union environments.
• Business management experience operating at a senior level as part of management in a multi-faceted, complex organization that is undergoing change and transformation.
• Deep understanding of data management, HRIS platform technologies (Workday preferred but not required).
• A minimum of 7 years of focused HR experience in the field of HR with recent exposure to HR Operations and team management.
• Alternative combinations of education and experience may be considered.

PREFERRED SKILLS/CAPABILITIES:

• Strong ability to proactively recognize potential risks and issues, respond with creative solutions and engage others in implementing change.
• Attention to detail, problem solving and analytical skills.
• Strong change management skills, especially related to building relationships and trust, and communicating clearly to facilitate alignment and change.
• Strong sense of integrity and confidentiality with professional ethics and a balanced sense of fairness and flexibility.
• Ability to provide an original copy of a Background Check that is satisfactory to The Salvation Army, in its sole discretion, is required.
• Strong written and verbal commununciation skills – clear and simple to understand.
• Ability to seek common ground in navigating challenging issues and constructively manages conflict to build win-win solutions.
• Respect and understanding of The Salvation Army – its mission, vision, values, and culture.
• Demonstrated leadership capabilities – integrity, good judgment, discretion, confidentiality and clear critical thinking and decision-making ability; empowers people to work to common goals.
• Must be able to establish credibility quickly within the organization as a trusted advisor, coach and thinking partner; able to work in a consultative, diplomatic manner.
• People-oriented leader who delivers results with excellent organizational and interpersonal skills.
• Strong influencing skills – able to build leadership alignment and build business cases for change.

Application Deadline: August 20, 2023

Compensation

The target hiring range for this position is $88,205 - $110,256, with the ability to progress to a maximum of $132,307. Placement in the salary range will be based on factors such as market conditions, internal equity, and candidate experience, skills, and qualifications relevant to the role.

Other Details

The Salvation Army will provide reasonable accommodation upon request. Please let us know if you have a need for any accommodation.

We thank all applicants and will contact candidates selected for next steps. Internal Applicants, please speak with your manager about your intentions prior to submitting your application.