Manager, HR Services

7 months ago

North York, Canada Seneca College of Applied Arts and Technology Full time

**Join the Renewed Seneca, The Next Seneca.**:
Guided by _The Next - A Strategic Plan for Seneca Polytechnic_, we offer a working environment that is innovative, flexible and encourages risk-taking. Joining Seneca Polytechnic brings opportunities for professional development and career growth. We focus on health and wellbeing in all its forms to provide a great employee experience.

**Seneca Polytechnic at a Glance**:
Guided by The Next - A Strategic Plan for Seneca Polytechnic, we offer a working environment that is innovative, healthy, flexible and encourages risk-taking. Joining Seneca Polytechnic brings opportunities for professional development and career growth, with support available for health and wellbeing in all its forms - physical, mental, emotional and spiritual - to support the whole person.

**Position Summary**:
Reporting to the Director, HR Operations, the Manager, HR Services is a key contributor within HR Operations service delivery and will play a significant role in setting up and maintaining the HR Services Hub.

The Manager, HR Services, is responsible for leading and managing the HR Services team. This team is responsible for acting as the first contact resolution for employee questions, directing employees to appropriate resources, and escalating cases as needed. This team is also responsible for ensuring timely and accurate processing of various tasks and activities that fall into HR Services Hub with a focus on employee life cycle management activities and administration and processing of benefits.

The incumbent will lead by example and develop a high-performing team that provides best-in-class service and has a foundation based in diversity and equity.

**Responsibilities**:
**Transformation & Strategy**
- Manages day-to-day operational transaction and inquiries, including coordinating with other operational functions and third-party vendors as required.
- Ensure efficiency and reduction of complexity by standardization and the use of best practices in service delivery for HR Services.
- In partnership with the HR Operations leadership team, define and meet service level agreements, and measure and drive operational and performance requirements through the creation and analysis of Key Performance Indicators (KPI’s).
- Define and establish processes, policies and procedures and build scalable and compliant processes to sustain HR transformation efforts.

**Oversight of Service Delivery**
- Consistently identify service delivery issues and take appropriate actions; promote performance improvement initiatives based on organizational needs and structure.
- Seek and realize opportunities to improve service delivery model in order to improve customer satisfaction.
- Serve as the departmental resource and troubleshoot unusual data entry issues, collaborate with stakeholders (ex. HR CoEs) on resolution when necessary.
- Collaborates effectively with other team members within HR Operations to respond to inquiries, execute tasks and fulfil key deliverables within the service delivery support function.
- Drive process reengineering (design) and standardization starting from diagnostic stage through to implementation and maintenance by evaluating, improving and standardizing processes that best meet Seneca’s needs.

**Human Resources Management**
- Provide leadership, coaching, and mentoring to the staff to develop their competencies and position them for success.
- Support a positive, motivating work environment that values people and encourages participation, creativity, learning, and accountability.
- Ensure the team maintains the knowledge base and internal Portal with up-to-date HR policies and associated information.

**Qualifications**:
**Education**
- A minimum four (4) year Degree in Business, Human Resources, Organizational Behaviour or related program.

**Experience**
- Minimum nine (9) years progressive experience with HR Operational Service Delivery.
- Create and promote HR operational processes and procedures that are streamlined, efficient, effective, and focused on service excellence.
- Ensure a consistent approach in the delivery, administration and documentation of policies, processes, procedures, and HR services.
- Develop dashboards to monitor team performance and identify areas for training, and enhancement opportunities in employee experience.
- Strong technology, process mapping, analytical, project management, and change management skills.

**Skills**
- Excellent analytical skills to develop and recommend optimization opportunities based on volume and customer satisfaction metrics.
- Strong leadership capabilities with proven ability to foster an environment of positive employee engagement and trust.
- Excellent organizational, planning and time management skills.

**Note**: A skills assessment test will be administered during the recruitment process.

We thank all applicants for their interest in this position, however, only those selected for an interview will

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