Job summary

The HR Shared Services Operations Manager has overall responsibility for the design and successful delivery of HR transactional processes, as well as leading the progression of the function and the broadening of the scope of services provided. The Shared Services Leader is responsible for the strategic direction, operational management, and continuous improvement of the organization's shared services functions.

What you will do

• Define strategic and operational direction of HR Shared Services, including defining the operational model, process design and improvement, systems of work and technology, team leadership and talent management, budgets, and vendor selection
• Oversee centralized operations or other administrative functions, depending on the organization’s structure and ensure service excellence, efficiency, scalability, and compliance across all service areas.

• Act as a business partner to internal departments and business units, facilitate continuous communication and feedback loops with stakeholders, and ensure customer satisfaction with shared services delivery.

• Define, monitor, and ensure the delivery of a comprehensive set of performance metrics that are relevant to the HR Shared Serviced operational model
• Establish standards and procedures for handling team member questions, transactions, and administration of human resource programs

• Champion the adoption of automation, digital tools, and ERP systems, lead or support implementation of shared services platforms and technology upgrades and identify and execute opportunities for process simplification and operational excellence.

• Provide leadership and ownership in determining service level agreements, determining control standards and identifying issue escalation matrix
• Lead a team of HR Shared Services professionals to deliver an accurate and timely service to the broader HR team/s, and to continually drive for improvements in the team's performance.
• Lead transformation initiatives to centralize and standardize key support processes.
• Build and maintain a strong functional team through effective recruiting, training, coaching, team building and succession planning.
• Prepare and participate in the preparation of staff development plans, performance appraisals, and assess skills necessary to achieve work objectives
• Act as liaison between the broader HR team and the HR Service Center to ensure that HR services are aligned with internal client needs
• Foster a strong team-member-focused mindset within the team to ensure adherence to service agreements and delivery of an exceptional experience to team members at all levels
• Model behaviours that support the company’s common purpose; ensure guests and team members are supported at the highest level
• Ensure all activities are in compliance with rules, regulations, policies, and procedures
• Complete other duties as assigned

What you will have

• Bachelor’s degree in human resources or a related field OR equivalent combination of education and experience
• Minimum of 5-8 years of progressive Human Resources or Service Center experience required
• Minimum of 3-5 years of management experience with demonstrated success in building, leading and motivating effective teams preferred
• Service Center management experience preferred
• Experience designing and implemented HR Shared Services highly preferred
• Knowledge of Case Management solutions preferred
• Ability to lead, coach, mentor and motivate a diverse team; ensure team and individual accountability and performance standards are met
• Ability to prioritize, multitask and manage multiple projects successfully in a fast-paced and dynamic environment
• Strong attention to detail and commitment to delivery of quality/accurate work products
• Logical reasoning and problem solving skills to troubleshoot issues
• Ability to communicate and interact effectively with different levels of the organization to negotiate, problem solve, complete projects and influence decision making
• Self-motivated with ability to work both independently and within teams in order to establish and meet deadlines, goals, and objectives
• Excellent customer service skills

Key Competencies

• Strategic Thinking
• Change Management
• Operational Excellence
• Stakeholder Engagement
• Data-Driven Decision Making
• Leadership & Team Development
• Continuous Improvement
• Customer Service Orientation

Benefits

• Provident Fund
• Medical Aid + Gap Cover
• Employee Assistance Program
• Gym Reimbursement
• Life Insurance
• Disability Insurance
• Sabbatical

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