HR Services Manager

2 weeks ago


SaintLaurent, Canada Bath & Body Works Full time

**Description**

**Position Summary**

Directly manage a team of associates within the Canadian HR Service Center. Accountable to manage the day-to-day operations of the team including, individual and team performance (call volume & service levels), associate training & development, and leading multiple initiatives/projects.

**Responsibilities**
- Directly manage team of HR Representatives 100% remote including performance management, development, training, work load distribution, hiring, and administering disciplinary measures.
- Lead specific in-country initiatives or operations, such as:

- In-country expert to ensure compliance of leave of absence administration policies, including the vacation payout process and other absence plans, L Brands procedures, Canada Benefits Guide, government mandated reporting and other administrative/regulatory requirements.
- Great understanding of provincial legislation and familiar with provincial/country trends.
- Oversee Record of Employment (ROE) process to ensure record of terminated associates is filed with Service Canada timely and accurately. Complete understanding of the process to help in the analysis of the interface file if needs improved or repaired.
- Benefits administrator for Canada including group retirement and group insurance plans. Working in partnership with US Benefits Leads on re-enrolment and contract review. Work actively on the re-enrolment with the vendor and help in the analysis of the interface file if needs improved or repaired.
- Partner with legal, compliance and HR partners to ensure that province specific legislation is followed for severance agreements and works with vendors to ensure benefits are continued.
- Great understanding of payroll legislation within Canada.
- Analyze call volume trends, project future call volumes, and create and manage team schedules to support call volumes to meet or exceed service levels.
- Address and resolve associate relations issues within the team.
- Foster and support an environment of continuous improvement which involves innovation, implementation and measurement of improvements. Be a coach and sponsor to individual contributors throughout a continuous improvement project.
- Build, maintain and continuously improve processes and procedures to insure consistency and excellent customer service.
- Lead and insure execution of training for new associates as well as on-going training for seasonal associates. Ensure that staff is adequately trained to effectively and efficiently utilize all systems required to resolve associate issues.
- Diagnose highly complex issues and collaborate with the appropriate internal and/or external partners to insure resolution.
- Lead or represent HR Direct in cross-functional projects involving external partners

Standard working hours vary between 8am-5pm.

**Qualifications**
- Strong leadership abilities that include coaching & development of others and delegation of work
- Strong time management, communication, and collaboration skills
- Strong continuous improvement skills, both for self and to sponsor others
- Knowledge of Canada laws and legislation
- Ability to work in fast paced, high pressure environment.
- Analytical skills, including experience analyzing data and making recommendations based on the data analysis
- Call center experience desirable

**Experience and Education**
- Bachelor's degree preferred
- 3 years previous supervisory experience preferred
- 3-5 years customer service experience preferred
- Payroll experience preferred
- Note: May perform other duties as assigned_

An equal opportunity employer, we do not discriminate in hiring or terms and conditions of employment because of an individual's race, ancestry, colour, place of origin, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, family status or marital status, or any other protected category recognized by provincial or federal laws. We only hire individuals authorized for employment in Canada.


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