HR Delivery Center Manager

At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world.

The Human Resources Delivery Centre (HRDC) provides a streamlined delivery of standardized transactional, operational, and consultative services using a scalable shared service model, to deliver process and time efficiencies while ensuring compliance.
 
The Manager, HR Delivery Centre will lead the HR Delivery Centre team to provide a streamlined delivery of standardized, transactional, operational, and consultative HR services using a National Delivery Centre model leveraging onshore, offshore resources, outsourcing and technology (e.g. employee self-service, Robotics Process Automation (RPA)) to deliver operational excellence in meeting Standard Level Agreements (SLAs) including timeliness, accuracy, compliance and internal customer satisfaction.

Reporting to the Senior Manager, HR Delivery Centre, the Manager, HR Delivery Centre will also support the HR Delivery Centre’s strategic goals and enhance HR service delivery including reviewing our processes to ensure efficiencies and process/continuous improvement where required including documentation of the enhancements and training the team.

• Manage the effective and efficient delivery of support to all KPMG employees, Partners, retirees, and former employees on questions related to National HR Policies and Programs via various communication channels including phone, live chat, email, and our case management system (ServiceNow).
• Participates in the coordination, implementation and continuous improvement of the HR Delivery Centre operations and services.
• Acts as a subject matter expert and serves as the first escalation point to provide the HR Delivery Centre team with guidance to deliver efficient and accurate support surrounding National HR policies and programs.
• Be accountable for the delivery of customer and client-focused service excellence by engaging in active listening and delivering the highest level of professionalism in every interaction.
• Provides leadership and daily performance management and coaching to the HR Delivery Centre team, with members located across Canada.
• Providing regular and effective communication to the various stakeholders and ensuring issues and challenges are escalated to the Senior Manager, HR Delivery Centre promptly.
• Effectively use our case management system (ServiceNow) to manage escalations and track related communications.
• Actively participate in team meetings and provide support to team members to ensure consistency in the provision of support to internal clients.
• Acts as a case manager from time to time, supporting employees through complex requests.
• Engage in project work as required.

• Bachelor’s degree in HR or related field.
• Excellent written and verbal communication skills in both French and English.
• CHRP or CHRL is an asset.
• A business support professional with 3 - 5 years of operations management, HR/recruitment generalist experience and/or service management experience (in a manager role is an asset).
• Experience with flexible resourcing models and/or managing remote teams (onshore employees across Canada, offshore employees, outsourcing, Robotic Process Automation).
• Specialized knowledge of KPMG HR policies and programs is an asset.
• Contributes to continuous process and operational improvements including managing related change management activities.
• Knowledge and experience related to the development, compilation, and presentation of data, reports, and documentation of workflow processes to drive data-driven decisions and using analytics to improve HR processes.
• Perform well under pressure and demonstrate adaptability in managing unexpected situations.
• Demonstrate strong relationship building skills and the ability to work well both independently and in a team environment.
• Strong interpersonal, analytical, decision making, problem solving, verbal and written communication skills.
• Strong organizational skills and an ability to prioritize work based on requirements of multiple stakeholders.
• Demonstrated ability to learn and follow detailed business processes with accuracy and diligence.
• Ability to deal with sensitive materials with a high degree of tact and discretion.
• Proficiency with MS Office and case management technology (e.g. ServiceNow).
• Bilingual—written and oral fluency in French is an asset.

This position requires written and oral fluency in English. The successful candidate will be required to support HR operations nationally and will work be required to communicate with English-speaking colleagues. This individual will be required to communicate processes to employees in English-speaking provinces.

KPMG BC Region Pay Range Information

The expected base salary range for this position is $76,500 to $115,000 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program

Providing you with the support you need to be at your best

Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice. For more information about Inclusion, Diversity & Equity in Recruitment, please click here.

Adjustments and accommodations throughout the recruitment process

At KPMG, we strive for an inclusive recruitment process that allows all candidates to Come As You Are and Thrive with Us. We aim to provide a positive experience and are ready to offer adjustments or accommodations to help you perform at your best. Adjustments (an informal request), i.e. extra preparation time or the option for micro breaks during interviews, and accommodations (a formal request), i.e. accessible communication supports or technology aids are tailored to individual needs and role requirements.

To begin a confidential conversation about adjustments or accommodations at any point throughout the recruitment process, we encourage you to contact KPMG’s Employee Relations Service team for support by emailing cdnersteam@kpmg.ca or by calling 1-888-466-4778, Option 3.

For information about accessible employment at KPMG, please visit our accessibility page.