Human Resources Client Services Manager

JOB SUMMARY:

Queen’s University’s Central Human Resources department is seeking a client-oriented senior Human Resources (HR) professional for the position of HR Client Services Manager within our HR Client services team.  Reporting to the Director, Client Services, this position is responsible to create and implement HR strategies for a number of internal clients, and will manage and supervise a team of HR Advisors who provide support to the university.

The ideal candidate will be a senior HR Generalist with several years of experience providing HR support in a complex unionized environment, with exposure to all areas of HR (Compensation, Labour Relations, Payroll, etc.).  In addition, they will have proven success creating effective relationships with departmental leaders and executives, and are looked upon as a trusted business partner who is able to provide strategic advice on all things HR.

As a senior member of the HR department, this position will have exposure to a wide-variety of projects and initiatives, and due to the diversity of the institution, will be exposed to HR challenges not found in other organisations.  The incumbent will have the opportunity to support HR in an organisation that is consistently rated as a great place to work in Canada, and offers a large team of collaborative HR professionals with whom to collaborate and grow their HR practice. 

If you feel your experience and interests match the position as we have described it, we encourage you to apply.

KEY RESPONSIBILITIES:  

• Build relationships with the client group to understand the particular needs of each department within the client group portfolio.  Proactively introduce and implement solutions to assist each department in achieving its goals.
• Provide advice on complex human resource and leadership related issues.  This includes Employee Relations, Total Compensation, Recruitment, Staff Development/Training, legal compliance, privacy legislation, etc. ensuring consistency with University human resources policies, procedures and legislative bodies. Coordinate HR priorities with client group leadership.
• Diagnose organizational effectiveness issues and implement appropriate solutions.  Coach and facilitate leaders to resolve matters related to team effectiveness, employee engagement, change management, problem solving and conflict resolution. 
• Coordinate the recruitment process on behalf of managers in the portfolio including assisting in needs assessment, job description development, compensation liaison with HR, short-listing process, candidate interviewing, the offer process and orientation. Provide leadership in workforce and succession planning and oversee effectiveness of the processes. 
• Actively participate in the performance evaluation process by coaching managers, assisting with performance development plans and implementing actions required under those plans.  Assist managers in the creation of a work environment which motivates and inspires people to contribute at a high level and experience job satisfaction. 
• Assist managers with first-level grievance investigations and responses by providing advice and assistance regarding the grievance process, interpreting collective agreement language (in consultation with Labour Relations) and staff policies, past practice, and potential risks to the University.  Liaise and update Labour Relations specialists within Human Resources in the event that grievances reach second-level. 
• Assist the University’s bargaining team in preparing for the collective bargaining process by providing information and documentation regarding human resource and operational issues that the client group portfolio faced during the term of the collective agreement.  Identify current language/processes that are of concern and suggest changes. May participate throughout the collective bargaining process as required.
• Delivers training sessions to managers and other employees as required on a range of human resources programs and initiatives including the Performance Dialogue Process, Discipline in the Workplace, etc.
• Assist client managers in identifying and developing talent within their departments.  Implement learning initiatives by coordinating and implementing training programs.
• In conjunction with HR Representatives, ensure all administrative and transactional work for the client group is completed in a timely fashion.
• Build, lead, supervise and develop a team of HR Advisors and Consultants
• Collaborate with the Director, Client Services in setting strategic goals and objectives for the Client Services function and in setting of new policy or initiatives.

REQUIRED QUALIFICATIONS:  

• A University degree specialising in human resources.  Additional HR certification, such as CHRP would be an asset. 
• A minimum of five years of relevant work experience in a mid to senior human resources management position with supervisory experience.
• Sound knowledge of principles, practices and techniques of human resources administration, including labour relations, particularly within an academic setting.
• Knowledge of current employment and labour legislation and application. 
• Knowledge of Queen’s Human Resources policies and procedures is an asset.
• Satisfactory Criminal Records check is required. Consideration will be given to an equivalent combination of education and experience.

SPECIAL SKILLS:

• Proven ability to develop effective relationships and gain credibility across all levels of a client group.  Strong influencing, coaching, mentoring, leadership and facilitation skills.
• Professionalism, confidence and strong client focus.
• Must be comfortable in a complex and expansive organization.
• Ability to diagnose and resolve complex employee relations and organizational issues.
• Creative problem-solving skills.
• Excellent judgment and clear and precise communication skills – written, verbal and presentation, including a high degree of diplomacy and confidentiality.
• Strong collaborative and consensus building skills.
• Superior interpersonal, organization and time-management skills.
• Ability to identify areas of development within the client group portfolio, as well as create an action plan and deliver results.

DECISION MAKING:

• Determine and recommend human resource strategies to management within the client group portfolio.
• Determine appropriate advice, training and coaching required to support management within the client group portfolio.
• Assess complex situations and determine the appropriate course of action to resolve issues.
• Determine content of correspondence, reports and proposals.
• Recommend changes and modifications to University policies, procedures and collective agreement language. 
• Plan the implementation of HR solutions or programs within the client group portfolio.
• Make human resource management decisions including training and professional development, performance reviews, workload distribution and discipline for direct reports.
• Determine when and who to involve or consult in unusual situations that may set future precedents.