Are you an HR professional with strong customer service skills? Do you have strong organization skills and experience with Excel? Are you looking for a new opportunity to further develop your skills in a professional environment? If so, look no further, as we are currently looking for a Manager, HR Shared Services Response Centre , to support our client. In this role you will work full time hours on a 6 month assignment, working a remotely in support of their Waterloo office.
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Advantages
• Gain experience within a leading and well recognized organization
• Work full time hours on a 6 month assignment (potential for extension)
• Earn a competitive rate
• Waterloo location - Hybrid (Tuesday, Wednesday, Thursday)
Responsibilities
•Responsible for delivering a high-quality employee experience, cultivating a culture of customer service, and building & maintaining relationships with key stakeholders across HR and the business
•Soliciting regular feedback and proactively recommending and implementing solutions to ensure responses and service levels are in line with expectations
•Triage and investigate issues before escalating outside of the Response Center Monitor inquiry volume and customer satisfaction metrics to manage team workload, identify areas for training and gaps in internal and employee facing knowledgebase to reduce the volume of inquiries and time to respond
•Drive towards regional efficiency, harmonization and simplification with a strong focus on continuous process improvement and following up with SOPs, FAQs, Fact Sheets and technology tools to support team effectiveness
•Serve as the primary contact for HRBP’s and COE’s relating to all Response Centre activities
•Overseeing the Response Center payroll preparation activities ensuring high quality input for payroll processing
•Focal point for internal and external audits and reporting requirements
•Maintaining confidentiality and ensure security of personal and company data are in accordance with legislative guidelines, company policies and procedures.
•Ensure consistency and competency in human resource processes, including compliance with all applicable labor laws
•Working in partnership with the cross-functional HR team, oversees the development, documentation, and enhancement of the Response Centre information to ensure a high quality customer experience
•Proactively briefs the COE’s, HRBP’s and payroll on the KPI’s and suggests improvements to availability of information (Self-Serve, OTC)
•Engages with team members to educate employees on relevant HR content and updates, drive employees to self-service for quick answers
•Develop Response Centre strategy including leading and coaching individual contributors towards achieving the strategy
•In partnership with the Shared Services leadership team, define service level agreements, measure operational Key Performance Indicators (KPI’s), and utilize the ITSM reporting capabilities to make continuous improvements
•Deliver metrics and analytics on team performance, ensuring service delivery agreements are met/exceeded and managing team members to provide the highest level of customer service for our employees and managers.
•Ensure processes within HR Shared Services are streamlined and optimized by managing the Response Centre-specific Knowledgebase, evaluate where additional support can be offered leveraging automation and other COE’s
•Administer quality checks and audits to verify data accuracy
•Provide ongoing support and feedback to team members while providing training and coaching to fill knowledge and skills gaps as needed
Qualifications
•5+ years’ directly related work experience in a HR environment capacity, providing direct support to front-line employees and people leaders
•Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior, or related field
•HR professional accreditation preferred
•Ability to work in high growth, fast-paced environment requiring agility to meet changes in business demand
•Excellent organizational, planning and time management skills. Effective at managing multiple priorities under tight deadlines, ability to prioritize conflicting demands, and organize time and resources to deliver consistent results
•Strong leadership capabilities with proven ability to foster an environment of positive employee engagement and trust
•Excellent verbal and written communication skills with a proven ability to influence and build relationships in a diverse environment
•Strong analytical skills and solid decision-making capabilities to provide practical recommendations
•Solution orientated with a curious mindset and willingness to challenge and be challenged
•Excellent relationship building and sharing of best practices across the Regional Centers
•Strong technical aptitude and understanding of HR systems and their application to advance efficiency of HR operations SAP/SuccessFactors knowledge would be an asset
•Must convey a high level of personal integrity and a passion for excellence
Summary
Are you an HR professional with strong customer service skills? Do you have strong organization skills and experience with Excel? Are you looking for a new opportunity to further develop your skills in a professional environment? If so, look no further, as we are currently looking for a Manager, HR Shared Services Response Centre , to support our client. In this role you will work full time hours on a 6 month assignment, working a remotely in support of their Waterloo office.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
show more
Are you an HR professional with strong customer service skills? Do you have strong organization skills and experience with Excel? Are you looking for a new opportunity to further develop your skills in a professional environment? If so, look no further, as we are currently looking for a Manager, HR Shared Services Response Centre , to support our client. In this role you will work full time hours on a 6 month assignment, working a remotely in support of their Waterloo office.
Advantages
• Gain experience within a leading and well recognized organization
• Work full time hours on a 6 month assignment (potential for extension)
• Earn a competitive rate
• Waterloo location - Hybrid (Tuesday, Wednesday, Thursday)
Responsibilities
•Responsible for delivering a high-quality employee experience, cultivating a culture of customer service, and building & maintaining relationships with key stakeholders across HR and the business
•Soliciting regular feedback and proactively recommending and implementing solutions to ensure responses and service levels are in line with expectations
...
•Triage and investigate issues before escalating outside of the Response Center Monitor inquiry volume and customer satisfaction metrics to manage team workload, identify areas for training and gaps in internal and employee facing knowledgebase to reduce the volume of inquiries and time to respond
•Drive towards regional efficiency, harmonization and simplification with a strong focus on continuous process improvement and following up with SOPs, FAQs, Fact Sheets and technology tools to support team effectiveness
•Serve as the primary contact for HRBP’s and COE’s relating to all Response Centre activities
•Overseeing the Response Center payroll preparation activities ensuring high quality input for payroll processing
•Focal point for internal and external audits and reporting requirements
•Maintaining confidentiality and ensure security of personal and company data are in accordance with legislative guidelines, company policies and procedures.
•Ensure consistency and competency in human resource processes, including compliance with all applicable labor laws
•Working in partnership with the cross-functional HR team, oversees the development, documentation, and enhancement of the Response Centre information to ensure a high quality customer experience
•Proactively briefs the COE’s, HRBP’s and payroll on the KPI’s and suggests improvements to availability of information (Self-Serve, OTC)
•Engages with team members to educate employees on relevant HR content and updates, drive employees to self-service for quick answers
•Develop Response Centre strategy including leading and coaching individual contributors towards achieving the strategy
•In partnership with the Shared Services leadership team, define service level agreements, measure operational Key Performance Indicators (KPI’s), and utilize the ITSM reporting capabilities to make continuous improvements
•Deliver metrics and analytics on team performance, ensuring service delivery agreements are met/exceeded and managing team members to provide the highest level of customer service for our employees and managers.
•Ensure processes within HR Shared Services are streamlined and optimized by managing the Response Centre-specific Knowledgebase, evaluate where additional support can be offered leveraging automation and other COE’s
•Administer quality checks and audits to verify data accuracy
•Provide ongoing support and feedback to team members while providing training and coaching to fill knowledge and skills gaps as needed
Qualifications
•5+ years’ directly related work experience in a HR environment capacity, providing direct support to front-line employees and people leaders
•Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior, or related field
•HR professional accreditation preferred
•Ability to work in high growth, fast-paced environment requiring agility to meet changes in business demand
•Excellent organizational, planning and time management skills. Effective at managing multiple priorities under tight deadlines, ability to prioritize conflicting demands, and organize time and resources to deliver consistent results
•Strong leadership capabilities with proven ability to foster an environment of positive employee engagement and trust
•Excellent verbal and written communication skills with a proven ability to influence and build relationships in a diverse environment
•Strong analytical skills and solid decision-making capabilities to provide practical recommendations
•Solution orientated with a curious mindset and willingness to challenge and be challenged
•Excellent relationship building and sharing of best practices across the Regional Centers
•Strong technical aptitude and understanding of HR systems and their application to advance efficiency of HR operations SAP/SuccessFactors knowledge would be an asset
•Must convey a high level of personal integrity and a passion for excellence
Summary
Are you an HR professional with strong customer service skills? Do you have strong organization skills and experience with Excel? Are you looking for a new opportunity to further develop your skills in a professional environment? If so, look no further, as we are currently looking for a Manager, HR Shared Services Response Centre , to support our client. In this role you will work full time hours on a 6 month assignment, working a remotely in support of their Waterloo office.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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