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.

Reporting to the Director, Talent Solutions & Services, the Manager, HR Operations (Shared Services) will assist with the building and launch of our new shared services model and will be responsible for managing the day-to-day operations of the new team, ensuring a high-quality colleague experience, ongoing operational effectiveness in service delivery, and continuous improvement. The role will also be accountable for driving team readiness and training initiatives to support the transformation.

• Manage the daily operations of the Talent Solutions & Services team, ensuring that all queries are resolved promptly and accurately
• Develop and implement operational procedures and processes to ensure the team is working efficiently and effectively
• Lead the development of new training programs for the Solutions & Services team focused on Talent policies, processes, and systems
• Monitor model performance against operational targets and KPIs (Key Performance Indicators), providing regular performance reports to senior management
• Ensure that all queries are logged and tracked using the case management system, and when this is not happening, investigate reason using insights gained to further enhance the model
• Develop and maintain strong working relationships with key stakeholders, including HR Business Partners, COEs and other external partners
• Act as point of escalation for resolution of complex issues and be the POC for sensitive, complex processes.
• Liase with internal and external auditors and ensure accuracy of all audit deliverables
• Drive continuous model/ process/ system improvement, championing and influence change with key partners across Talent
• Partner on the implementation of the new Content Management system, ensuring that all content is accurate, up-to-date, and accessible to the wider HR community
• Drive team readiness to support the service delivery model transformation go-live
• Respond to inquiries submitted through the ServiceNow case management system
• Monitor case management queues to ensure case completion and to assess volume/resource balancing
• Collaborate with Content and Knowledge Snr Advisor and Manager, Process & Service Optimization to identify opportunities, plan for, and execute new training
• Understand performance trends, identify areas of opportunities, and introduce new processes
• Foster an inclusive team environment and attract diverse talent

• Bachelor’s degree in human resources, Business Administration, or related field
• 5+ years of experience in a HR Shared Services environment
• 3+ years of experience managing a team
• Strong leadership, relationship management, influencing and people management skills
• Excellent communication skills and ability to collaborate with cross-functional teams across all levels of the organization
• Ability to manage multiple priorities, work under pressure, and meet tight deadlines
• Adept at navigating complex and fast-paced scenarios to identify and assess problems to develop effective solutions
• Ability to drive continuous improvement and implement best practices
• Thorough knowledge of all Talent processes, programs, and policies
• Knowledge of Workday, People Fluent and Smart Recruiters
• Excellent customer service with a strong commitment to providing a high-quality colleague experience