Hr Operations: Manager Jobs

HR Operations: Manager, HR Shared Services Response Centre

Waterloo, ON (Hybrid - Tues, Wed, Thurs)

6 Months

Primary Objective

This role will have significant responsibility in setting up and maintaining the Regional HR Shared Services Response Center which includes oversight of the team responsible for acting as the first contact resolution for answering employee questions, managing tickets, directing employees to appropriate resources, and escalating cases as needed.

KEY RESPONSIBILITIES

• Serve as the primary contact for HRBP’s and COE’s relating to all Response Centre activities
• Maintaining confidentiality and ensure security of personal and company data are in accordance with legislative guidelines, company policies and procedures.
• Ensure consistency and competency in human resource processes, including compliance with all applicable labor laws
• Focal point for internal and external audits and reporting requirements
• Triage and investigate issues before escalating outside of the Response Center Monitor inquiry volume and customer satisfaction metrics to manage team workload, identify areas for training and gaps in internal and employee facing knowledgebase to reduce the volume of inquiries and time to respond
• Drive towards regional efficiency, harmonization and simplification with a strong focus on continuous process improvement and following up with SOPs, FAQs, Fact Sheets and technology tools to support team effectiveness
• Soliciting regular feedback and proactively recommending and implementing solutions to ensure responses and service levels are in line with expectations
• Service Excellence Responsible for delivering a high-quality employee experience, cultivating a culture of customer service, and building & maintaining relationships with key stakeholders across HR and the business
• Overseeing the Response Center payroll preparation activities ensuring high quality input for payroll processing

Business Engagement

• Working closely with the applicable COEs, Digital Employee Experience team, and Global HR Technology team to identify, prioritize and operationalize continuous process improvement efforts, strategic initiatives, and governance & compliance programs
• In partnership with the Shared Services leadership team, define service level agreements, measure operational Key Performance Indicators (KPI’s), and utilize the ITSM reporting capabilities to make continuous improvements
• Working in partnership with the cross-functional HR team, oversees the development, documentation, and enhancement of the Response Centre information to ensure a high quality customer experience
• Leverage the HR Knowledgebase to ensure team members have up to date knowledge, are provided with regular and timely feedback and are held accountable for high-quality work
• Deliver metrics and analytics on team performance, ensuring service delivery agreements are met/exceeded and managing team members to provide the highest level of customer service for our employees and managers.
• Administer quality checks and audits to verify data accuracy
• Ensure processes within HR Shared Services are streamlined and optimized by managing the Response Centre-specific Knowledgebase, evaluate where additional support can be offered leveraging automation and other COE’s
• Engages with team members to educate employees on relevant HR content and updates, drive employees to self-service for quick answers
• Proactively briefs the COE’s, HRBP’s and payroll on the KPI’s and suggests improvements to availability of information (Self-Serve, OTC)
• In partnership with the Regional Director, develop and continuously improve metrics, SLAs and customer satisfaction across the Response Centre while driving modernization and best practice by analyzing trends and metrics, develop solutions, programs, and policies,
• Operational Excellence Develop Response Centre strategy including leading and coaching individual contributors towards achieving the strategy
• Continuous Improvement Foster an environment of continuous learning and improvement
• Provide ongoing support and feedback to team members while providing training and coaching to fill knowledge and skills gaps as needed

SKILLS & ABILITIES

• Excellent organizational, planning and time management skills. Effective at managing multiple priorities under tight deadlines, ability to prioritize conflicting demands, and organize time and resources to deliver consistent results
• Strong leadership capabilities with proven ability to foster an environment of positive employee engagement and trust
• Excellent verbal and written communication skills with a proven ability to influence and build relationships in a diverse environment
• Must convey a high level of personal integrity and a passion for excellence
• Excellent relationship building and sharing of best practices across the Regional Centers
• Ability to work in high growth, fast-paced environment requiring agility to meet changes in business demand
• Solution orientated with a curious mindset and willingness to challenge and be challenged
• Strong analytical skills and solid decision-making capabilities to provide practical recommendations
• Strong technical aptitude and understanding of HR systems and their application to advance efficiency of HR operations SAP/SuccessFactors knowledge would be an asset
• Provide the minimum required Skills & Abilities for each level

EDUCATION & EXPERIENCE

• HR professional accreditation preferred
• Provide the minimum Experience &
• Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior, or related field
• Education for each level
• 5+ years’ directly related work experience in a HR environment capacity, providing direct support to front-line employees and people leaders