Director, Service Delivery

Brookfield Place Toronto
Salary plus bonus
May 6, 2019
July 6, 2019
Job Level
AVP, Director
Employment Type
Full time
Designations Required/Preferred

As part of the HR Services (HRS) team, the Director, Service Delivery is a leadership role responsible for the execution of both strategic and annual initiatives as well as the support and operations of the Human Resource Service Desk.  Partnering with Payroll, Benefits, HRIS, Finance and Human Resources and business leaders, this role will be responsible for driving efficiency across the HRS functions and leading key strategic initiatives. 

This role will oversee staff supporting the HR Service Desk functions including day-to-day operations, training, reporting and overall data management. 

The successful Director will establish regular and effective communication with each client group to ensure that each groups' unique needs and requirements are documented following HRS guidelines, thus ensuring that proposed solutions are both technically sound and aligned with business goals.  The Director will contribute and coordinate projects/tasks with their HRS co-workers, 3rd party vendors, and other HR functional groups to ensure that all operational management components are executed in a timely, cohesive, and compliant manner, while still fulfilling all approved client requirements.


  • Lead and manage strategic and annual human resources initiatives across the Brookfield business segments
  • Work with business and HR leaders to understand business questions that data can answer to provide data-driven insights
  • Establish data governance and reporting standards across the Brookfield business segments
  • Leverage Workday business process framework and report automation to manage data standards and definitions
  • Adhere to audit and data verification processes for all financial and compensation reporting to ensure information is correct and maintained properly
  • Communicates findings and insights to key stakeholders within both HRS and across the HR and business teams within the Brookfield business segments
  • Manage team of resources supporting the HR Service Desk function
  • Other duties as assigned


  • Strategic vision and the ability to see where the client group is headed, define opportunities and develop programs with Workday and other support technology solutions;
  • Demonstrate an ability to translate vision into action, manage multiple priorities, improve operations, and maintain positive and productive relationships while delivering results;
  • Strong leadership skills, including the ability to consider multiple audiences, bring people along the change curve and articulate the rationale for change throughout the organization;
  • Exceptional communication skills with the ability to break down complex technical concepts and clearly explain them to people at all levels;
  • Demonstrates productive analytical thinking when it comes to solutioning;
  • Delivers customer service consistent with organizational global service delivery standards;
  • Takes initiative beyond the established scope of responsibilities;
  • Employs exceptional interpersonal skills;
  • Prioritizes process improvement consistently;
  • Balances work assignments based on communicated or observed priority;
  • Maintains continuous level of engagement between team, department and functional leads as required

Drive for Results

  • Striving for optimal results and goal achievement
  • Establishes ownership of responsibilities with confidence
  • Sustains focus on role objectives
  • Performs well under pressure
  • Utilizes problem-solving skills in a deliberate and well-considered manner to identify and resolve issues
  • Demonstrates productive analytical thinking

Commitment to Excellence

  • Prioritizes operational efficiency
  • Works on multiple tasks or projects simultaneously without sacrificing quality
  • Demonstrates superior self-organization skills with reference to day-to-day operational responsibilities and assignments
  • Exhibits effective presentation skills through clear expression of information and appeal to the audience both aesthetically and persuasively
  • Exhibits consistent attention to and application of detail
  • Exercises conscious and practical control over the amount of time spent on specific activities
  • Skillfully and promptly exhibits flexibility by leveraging available resources to adapt work to changing scenarios as required
  • Generates accurate work-product based on criteria of tasks assigned
  • Prioritizes process improvement consistently
  • Maintains required level of knowledge of HRSS product & service offerings

Qualifications & Requirements

  • BS or BA degree in business administration, or related technical field or equivalent experience is required;
  • A minimum of 10 years of HR operational support experience;
  • A minimum of 5 years of management experience in a transactional and/or virtual environment;
  • Ability to operate with minimal business direction and independently with a capacity manage multiple changing priorities;
  • Ability to work under tight deadlines and handle multiple/detail-oriented tasks;
  • Excellent written and verbal communication, presentation and organizational skills, and the ability to build strong working relationships with technical and non-technical teams alike at all levels including senior management;
  • Strong user knowledge of MS Office applications, particularly excel (pivot tables and lookups)

Brookfield welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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