The Provincial Human Resources Shared Services Center (PHRSSC) within Shared Health provides client services and human resources information transactional processing and maintenance services for approximately 60,000 employees represented by seven unions each with multiple collective bargaining agreements in the multi-enterprise network of publicly funded health system service delivery organizations and providers in Manitoba.

Manage, train, support and coach a remote and geographically dispersed team of PHRSS staff that provide support, advice, policy interpretation and recommend solutions for unresolved ‘tier 2 queries for approximately 60,000 employees of the Manitoba health system at over 300 locations, represented by seven unions under multiple collective bargaining agreements and provincial employment legislation in Manitoba.

• Tier 2 Payroll and Benefits (administering payroll, benefits, monthly and year end reconciliation and related compensation
• Model a customer-centric and consultative approach to a Geographical team
• Ensure the quality of service delivery and influence clients and staff adoption of new terms of service, tiers of service and methods of escalation
• Introduce, support and promote ongoing improvements to optimization of tools, processes, systems, and procedures in support of the operating policies of multiple health system employers
• Regularly engage with client organizations and provide direct customer service in resolving service issues and ensuring overall client satisfaction
• Manage multiple concurrent improvement projects within the work unit including managing scope, risk, change, issue, schedule, cost, quality, communication, and measures of benefits realization, involving the area director and vendors as required

Experience

• 7 years of progressive experience building and managing a high-performing team in a shared services environment to collaboratively deliver ‘tier 2’ client services across geographically, culturally and operationally diverse areas including: 5 years of experience managing sensitive customer relationships and confidential information
• 5 years of experience developing and implementing operating plans for service delivery, implementing service improvements and efficiencies
• 3 years of experience ensuring the effective management, maintenance, access and use of human resources information for multiple clients using integrated software applications (such as SAP and QHR)
• 5 years of experience ensuring staff meet required operating standards, follow processes, and meet service level expectations, including applying organizational change management principles and tools to lead cross-functional teams
• 5 years of experience providing ‘tier 2’ client services in a combination of the following the key technical area(s): Total rewards (administering payroll, benefits and related compensation)
• Recruitment and onboarding systems and information
• Processing Occupational and environmental health and safety
• Extracting data from multiple human resources systems and conducting information analyses to inform strategic business decisions and support legislative compliance

Education (Degree/Diploma/Certificate)

• Post-secondary degree in a relevant field from an accredited education institution
• The completion of specialized training courses in customer service, service center management, human resources information management systems, and applicable Manitoba employment and/or payroll legislation are assets