Manager, HR Services & Operations

The Core Responsibilities Of The Job:

• HR Service Delivery:
• Lead and oversee the HR Services team to ensure timely and high-quality support for employees, managers, and other stakeholders on HR-related inquiries.
• Develop and implement service level agreements (SLAs) to improve response times and quality of support, ensuring consistent and effective HR service delivery.
• Monitor service trends and take proactive measures to address recurring issues and streamline service processes.
• Design, implement, maintain, and oversee the delivery of certain HR programs, such as the Immigration program, the Work-from-away program, other programs as needed.
• Oversee transactions related to the following functions: benefits administration, RRSP/DPSP & ESPP (Employee Share Purchase Plan) administration, onboarding, offboarding, job evaluations, employee records management, HR reporting, workplace health and safety, and employee experience (programs like work from away, immigration, etc.).
• Manage, mentor, and develop a team of HR services professionals, fostering a high-performance culture.
• Establish clear performance expectations and provide continuous feedback, coaching, and development opportunities.


• Employee Data Management and Compliance:
• Ensure accurate maintenance of employee records, HRIS (Ceridian Dayforce) data, and payroll information in compliance with legal and regulatory requirements.
• Partner with HR Technology and other HR stakeholders to develop efficient processes for updating employee records, in support of data integrity, HR reporting and insights, etc.
• Oversee compliance with employment regulations, company policies, and data privacy standards.
• Support with operational risk reporting, and ensure processes are in place to support the effective identification, mitigation, and measurement of operational risk.
• Conduct regular audits of HR data and processes, identifying and resolving any compliance gaps.


• Operational Efficiency and Process Improvement:
• Analyze and optimize HR processes to enhance operational efficiency, proactively identify and rectify the potential for operational risks, improve employee experience, and improve stakeholder experience.
• Lead continuous improvement projects within HR operations and identify automation opportunities for repetitive processes.
• Ensure various HR policies, procedures and practices are kept up-to-date, and ensure compliance with relevant legislation.
• Collaborate with stakeholders within HR (HRBP, centers of excellence, HR Technology), and across the bank (Finance, IT, other) to implement and maintain processes that support operational excellence.


• Strategic & Operational Insights:
• Based on front-line experiences, identify and share back insights to proactively identify culture risks and support with HR program improvements; insights related to onboarding, offboarding, health & safety, employee experiences, etc.

Let's Talk About You!

• Relevant undergraduate degree
• Minimum 5+ years of broad-based experience in increasingly senior HR positions
• Minimum 3+ years of people management experience
• Demonstrated skills in planning, leading, implementing HR programs
• Strong project management, stakeholder engagement, and analytical skills
• Ability to work strategically with various HR stakeholders to identify concerns and prioritize the development of solutions
• Well-developed analytical skills, combined with management skills such as problem solving, coaching, discipline, negotiation, and supervision
• Ability to lead multiple programs through team, with complex and varied deliverables
• Demonstrated ability to exercise initiative, confidentiality, and diplomacy and maintain effective internal and external working relationships
• Excellent verbal, written and communication skills including presentation skills
• Proven ability to exercise good judgement when dealing with or resolving situations.
• Excellent interpersonal skills; effective listening skills