Director, People Operational Services

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Reporting to the AVP, Global HR Shared Services, the Director, People Operational Services is accountable for overseeing the HR Employee Contact Centre and HR Operational Processing functions, ensuring the delivery of best-in-class service to employees. This leadership role requires a focus on operational efficiency, employee experience, and continuous process improvement, aligned with business objectives. The Director will drive a culture of excellence by optimizing HR services, managing performance, and ensuring compliance with HR policies, regulatory requirements, and service level agreements (SLAs).

**What will you do?**
- ** Operational Leadership**: Lead, motivate and inspire a large team of professionals ensuring the smooth and effective execution of HR transactions, case management, and inquiry resolution.
- ** Employee Experience**: Champion the delivery of high-quality HR services that enhance the employee experience, ensuring timely and accurate responses to employee inquiries.
- ** Process Optimization**: Drive continuous improvement initiatives to streamline processes, enhance efficiencies, and implement automation tools where applicable.
- ** Performance Management**: Establish key performance indicators (KPIs) for the HR Employee Contact Centre and HR Operations teams to measure success, and provide regular reporting on performance metrics.
- ** Team Development**: Mentor and develop the HR Operational Services team, fostering a high-performing culture, and ensuring skills development aligned with organizational goals.
- ** Service Excellence**: Ensure compliance with internal service level agreements (SLAs) and external regulatory requirements, continuously assessing performance and making necessary adjustments to maintain service excellence.
- ** Change Management**: Partner with internal stakeholders, including HR Digital Solutions, IT, payroll, and legal, to support HR system upgrades, transitions, and other organizational changes, ensuring effective change management practices are in place.
- ** Stakeholder Engagement**: Collaborate with senior leadership and HR business partners to identify needs, offer insights on operational improvements, and ensure alignment with business strategies.

**What do you need to succeed?**
- ** Education**: Bachelor’s degree in Human Resources, Business Administration, or related field. Relevant HR certifications (e.g., SHRM-SCP, SPHR) are preferred.
- ** Experience**: 8-10+ years of experience in HR operations, with at least 5 years in a senior leadership or director role managing large teams. Experience managing a HR shared services or Operations function or contact centre is highly preferred.
- ** Leadership Skills**: Strong leadership, team management, and coaching skills with the ability to motivate teams to deliver high performance.
- ** Technical Skills**: Proficiency in HRIS systems, case management systems, and knowledge of automation tools such as robotic process automation (RPA) for HR services.
- ** Communication**: Excellent verbal and written communication skills, with the ability to present complex information to stakeholders at all levels.
- ** Analytical Thinking**: Strong problem-solving skills, with a focus on using data to drive decisions and improve processes.
- ** Compliance Knowledge**: Solid understanding of HR policies, employment laws, and regulations that affect HR operations.
- ** Customer Service Orientation**: Demonstrated ability to deliver superior customer service, with a focus on enhancing employee experiences.

**Key Attributes**
- An effective and inspiring leader, able to bring teams together in service of shared goals and outcomes.
- Strategic thinker with a focus on operational excellence and innovation.
- Passionate about delivering high-quality HR services and enhancing the employee experience.
- Familiarity with cloud-based HR systems like Workday.
- As this position is posted in several locations, we specify that bilingualism (French, English, both oral and written) is required **for Quebec only** for the frequent interactions with English and French-speaking colleagues or internal partners across Canada or worldwide.

**What’s in it for you?**
- Anchored to our Purpose, our Sustainability Plan has three pillars which represent the areas where we have the greatest opportunity to drive positive impact in society: increasing financ