As our HR Shared Services Manager, you’ll be at the forefront of transforming our HR service delivery across North America. You’ll lead a talented team, drive process improvements, and ensure we provide top-notch HR services to our employees. This role offers the opportunity to shape the future of our HR operations, with a focus on efficiency, quality, and employee satisfaction.

Leadership and Management:

• Lead and manage the HR service delivery team, including HR coordinators, administrators, and support staff.
• Develop and execute a roadmap for service delivery quality, anticipating changes in both internal and external environments.
• Develop a strong team. Provide guidance, training, and development opportunities for your team. Celebrate successes!

HR Operations:

• Be a CHAMPION of the service model at every turn.
• Oversee day-to-day HR operations, including employee inquiries, HR data management, and policy compliance.
• Ensure accurate and timely processing of payroll, benefits administration, and other HR transactions.
• Implement and maintain HR systems and technologies to enhance efficiency.

Service Delivery:

• Develop and manage HR service level agreements (SLAs) to ensure timely and high-quality HR service delivery.
• Monitor and report on key HR metrics and performance indicators.
• Address and resolve complex employee relations issues fairly and consistently.

Process Improvement:

• Identify opportunities for process improvement and efficiency in HR service delivery.
• Lead projects to streamline HR processes, reduce costs, and enhance service quality.
• Stay updated on HR best practices and industry trends to implement innovative HR solutions.

Compliance and Risk Management:

• Ensure compliance with local, state, and federal employment laws and regulations.
• Manage HR audits and compliance reviews to ensure all HR activities align with regulatory requirements.
• Develop and implement risk mitigation strategies related to HR operations.

Employee Engagement:

• Foster a positive employee experience through effective HR services and support.
• Collaborate with other HR functions to support employee engagement initiatives and organizational culture.
• Conduct employee surveys and feedback sessions to identify areas for improvement in HR services.

Communication and Collaboration:

• Serve as a key point of contact for HR service-related inquiries from employees and management.
• Collaborate with other HR teams, such as talent acquisition, learning and development, and compensation and benefits, to provide integrated HR solutions.
• Communicate HR policies, procedures, and updates effectively to the organization.

• 8-10 years of relevant HR experience, with 3-5 years in a service center or HR transactional role.
• Managerial and coaching experience.
• Strong knowledge of HR processes, help desk technology, and payroll processing.
• Excellent written and verbal communication skills in English; French or Spanish is an asset.

Skills

• Strategic and tactical thinking capabilities.
• Results-oriented with strong problem-solving and project management skills.
• Commitment to service excellence and data-driven decision-making.
• Exceptional problem analysis, judgment, and attention to detail.