Team Lead, HR Employee Centre

1 day ago

Langley BC Canada First West Credit Union Full time
Description

We are currently seeking a Team Lead, HR Employee Centre to join our team.

The Team Lead, HR Employee Centre provides leadership and direction to the HR Employee Centre (HREC) and is accountable for the performance and service delivery of the team. This role ensures the employee centre supports the internal HR function as the first point of contact across the company, operates effectively and adheres to a high standard of service delivery and advisory services; collaborates with People & Culture leadership and team members to support these objectives.

Here's what would be included as a part of your typical day

  1. Leadership: Leads the HR Employee Centre team, scheduling, training, coaching and performance management. Drives efficiencies for new processes and technologies, foster a culture of continuous improvement, and ensure the team adapts to evolving business needs. 
  2. Service Delivery: Ensures the delivery of high-quality, efficient HR services as the first point of contact for employees. Implements and optimizes service level agreements (SLAs) and key performance indicators (KPIs), automates manual processes, and personalizes employee experiences through tailored coaching and onboarding. Proactively manages escalated issues and maintain high customer satisfaction.
  3. Technology Integration & Process Optimization: Evaluates, implements, and continuously improves HR service delivery technologies (e.g., ServiceNow, AI-powered functionality). Leads process automation and documentation efforts, ensuring compliance with HR guidelines and effective communication of changes. Champion process improvement methodologies to enhance operational efficiency and service quality.
  4. Data Analytics, Reporting & Risk Management: Develops and monitors advanced analytics and reporting on service delivery, workforce capability, and customer trends. Uses data to identify opportunities for improvement, reduce standard issues, and personalize services. Proactively manages risk and compliance, especially in relation to new technologies and evolving processes.

Required Skills, Experience & Qualifications

  • Bachelor's degree in a related field required
  • CHRP designation an asset
  • 3-5 years of HR generalist or related experience
  • Preferred: Previous experience in an HR Employee/Contact Centre environment; experience in process improvement methodology
  • Excellent interpersonal and communication skills
  • Proven strong customer service focus with the ability to partner with a variety of groups to identify issues and find solutions
  • Ability to manage a team to achieve goals and provide high quality service to clients
  • Proficient with computer software applications, e.g. Microsoft Office
  • Experience with Service Now, Dayforce and Oracle considered an asset.
  • Displays an understanding of risk and risk ownership by being able to demonstrate adherence to policies and procedures.

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