Manager Human Resources Support Services , Response Centre - Jobs in Lawrence Park

Job Description

Manager HRSS, Response CentreClient: Tech IndustryRole: Manager HRSS, Response CentreDuration: 6 month contractRate: RangeLocation: Waterloo, Ontario- hybridYour New CompanyA leading information company is looking to onboard a Manager, HRSS – Response Centre for a 6 months contract working hybrid in Waterloo location.Your New RoleService Excellence

• Responsible for delivering a high-quality employee experience, cultivating a culture of customer service, and buildingamp; maintaining relationships with key stakeholders across HR and the business
• Soliciting regular feedback and proactively recommending and implementing solutions to ensure responses and service levels are in line with expectations
• 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
• Serve as the primary contact for HRBP’s and COE’s relating to all Response Centre activities
• Overseeing the Response Center payroll preparation activities ensuring high quality input for payroll processing
• Focal point for internal and external audits and reporting requirements
• 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.

Business Engagement

• 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.
• Proactively briefs the COE’s, HRBP’s and payroll on the KPI’s and suggests improvements to availability of information (Self-Serve, OTC).
• Engages with team members to educate employees on relevant HR content and updates, drive employees to self-service for quick answers.

Operational Excellence

• Develop Response Centre strategy including leading and coaching individual contributors towards achieving the strategy
• 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
• 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.
• 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
• Administer quality checks and audits to verify data accuracy
• Provide ongoing support and feedback to team members while providing training and coaching to fill knowledge and skills gaps as needed

What you need to do to succeed:

• 5+ years’ directly related work experience in a HR environment capacity, providing direct support to front-line employees and people leaders
• Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior, or related field.
• HR professional accreditation preferred.
• Ability to work in high growth, fast-paced environment requiring agility to meet changes in business demand
• 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
• Strong analytical skills and solid decision-making capabilities to provide practical recommendations
• Solution orientated with a curious mindset and willingness to challenge and be challenged
• Excellent relationship building and sharing of best practices across the Regional Centers
• Strong technical aptitude and understanding of HR systems and their application to advance efficiency of HR operations SAP/SuccessFactors knowledge would be an asset
• Must convey a high level of personal integrity and a passion for excellence

What you need to do:If you are interested in having a confidential discussion, please email me your updated resume at kavita.seebaran@hays.com