Manager, Process & Service Optimization

Company Description

Make an impact at a global and dynamic investment organization

When you invest your career in CPP Investments, you join one of the most respected and fastest growing institutional investors in the world. With current assets under management valued in excess of $500 billion, CPP Investments is a professional investment management organization that globally invests the funds of the Canada Pension Plan (CPP) to help ensure long-term sustainability. The CPP Fund is projected to reach $3 trillion by 2050. CPP Investments invests in all major asset classes, including public equity, private equity, real estate, infrastructure and fixed-income instruments, and is headquartered in Toronto with offices in Hong Kong, London, Luxembourg, Mumbai, New York City, San Francisco, São Paulo and Sydney.

CPP Investments attracts and selects high-calibre individuals from top-tier institutions around the globe. Join our team and look forward to:

• A deeply rooted culture of Integrity, Partnership and High Performance
• Accelerated exposure and responsibility
• A flexible/hybrid work environment combining in office collaboration and remote working
• Being motivated every day by CPP Investments’ important social purpose and unshakable principles
• Diverse and inspiring colleagues and approachable leaders
• Stimulating work in a fast-paced, intellectually challenging environment
• Global career development opportunities

If you share a passion for performance, value a collegial and collaborative culture, and approach everything with the highest integrity, here’s an opportunity for you to invest your career at CPP Investments.

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Reporting to the Director, Talent Solutions & Services, the Manager, Process & Service Optimization – Human Resources will be accountable for crafting and executing effective strategies aimed at capturing, measuring, and optimizing critical processes within Talent Solutions & Services to ensure delivery excellence. This role will partner with internal and external stakeholders across all levels of the organization to drive and deliver continuous improvement and to support the delivery of HR programs. The ideal candidate possesses a robust background in process re-engineering, persuasive communication, and a customer service mindset focused on improving experience.

Key Responsibilities:

• Provide business requirements, support in testing, and develop end-user process guides and documentation
• Develop tools and tactics for process redesign, integrating Lean methodologies that can be leveraged by internal partners
• Develop and implement process governance strategies including quality control processes, to support measuring the operational efficiency and accuracy of work completed by the Talent Solutions & Services team
• Collaborate with HR Technology to ensure case management system reporting, measurements and dashboards align to key performance indicators
• Establish KPIS and analyze case content, partner feedback, and supporting metrics to identify opportunities for improvement
• Facilitate and document process design and redesign sessions to ensure optimal efficacy and value of change, integrating Lean and Project Management methodologies towards improved delivery and results for Talent Solutions & Services owned processes
• Support process redesign workings to ensure alignment of work to the appropriate areas within our operating model
• Facilitate collaborative best practice sessions with COE partners to share knowledge/tools/templates and establish a standardized optimization approach for Talent
• Act as Subject Matter Expert in key program/policy change discussions, representing Talent Solutions & Services, with a mindset of continuous improvement
• Partner with COEs, Solutions & Services and HR Technology to prioritize and execute critical changes related to identified opportunities that enhance the digitally enabled end-user experience
• Leverages user experience design thinking to formulate solutions e.g., facilitating user experience sessions to test process/experience for upcoming changes

Partnerships & Communications:

• Collaborate with HR Technology team to articulate design requirements and demonstrate return on investment for any proposed technology updates, ensuring system changes are prioritized effectively
• Regularly communicate with all levels of the organization on operational metrics and process opportunities
• Maintain relationships with other external teams in relation to critical HR processes
• Regularly partner with the HRBP and COE leaders to influence process efficiency and improvement
• Partner with the Talent Reporting & Analytics team to design operational dashboards and metrics

Skills and abilities:

• Demonstrated proficiency and passion for lean methodology, tools and business process improvement, with strong grounding and experience with the application of Lean, Six Sigma, and continuous improvement principles
• Project Management experience an asset
• ServiceNow HRSD experience would be preferred
• Business acumen, and expertise in operational excellence
• Minimum of 3 years process re-engineering and process mapping experience

Qualifications

• Demonstrated ability to work collaboratively in a team environment with cross-functional partners
• Able to strategize process solutions by completing cost-benefit analyses, gaps analyses to assist with prioritization decision-making
• Ability to connect the dots on process design and understand / foresee impact of changes to key stakeholders / processes / systems
• Able to design and interpret data sets and identify patterns that inform business decisions, with a keen eye for detail and accuracy
• Excellent problem-solving skills
• Customer-value mindset focused on improving the experience of internal and external stakeholders
• Strong communications skills with the ability to articulate complex ideas to both technical and non-technical stakeholders
• Proficient with Microsoft Visio, Word, PowerPoint, and Excel
• Ability to manage multiple projects simultaneously with competing priorities

Additional Information

Visit our LinkedIn Career Page or Follow us on LinkedIn.

At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process.

Our Commitment to Inclusion and Diversity:

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.

Disclaimer:

CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered. CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.

Mandatory Vaccine Policy

All employees in the Toronto, Sydney and Hong Kong offices will be required to be vaccinated against COVID-19. Accommodations to this policy will be made for medical or other protected grounds. Please contact us to discuss any accommodation needs.