MANAGER HR SERVICE CENTRE

MANAGER HR SERVICE CENTRE

A unique opportunity to lead and shape a brand-new unit at the City of Toronto

Recognized as one of Canada’s Top 100 Employers, the City of Toronto promotes professional development and is committed to providing opportunities to lead, learn and grow. We value integrity, reliability and fairness, and we embrace the diversity of the people we work with and serve. Our People and Equity Division plays a critical role within the City in promoting policies, practices and programs conducive to fostering and creating an equitable environment where employees, visitors and residents feel heard and welcome.

TEAM Central is a newly established employee service centre that provides HR generalist services to all City employees and managers, in response to their inquiries by phone or online. With your track record of success as a Manager or Team Lead in a Human Resources shared service environment, you welcome this exciting opportunity to make your mark on the City and the Division – both as a skilled operations manager and as a team leader, coach and motivator.

Reporting to a Director, Service Hub, within the People and Equity Division, you’ll provide operational management to employees delivering Tier 1 and Tier 2 HR support services. As MANAGER HR SERVICE CENTRE, you’ll work in partnership with other divisional functions and key stakeholders, while managing your team's performance and supporting their ongoing training and development, to ensure that all services provided offer a consistent employee experience.

Leading by example to achieve results

A proven manager of people, systems and resources, you’ll supervise the day-to-day operation of all assigned staff, scheduling, assigning and reviewing work, providing motivation and training, and ensuring effective teamwork, continuous learning and high standards of work quality, customer service and organizational performance. As a top priority, you’ll plan and coordinate the implementation of the new HR programs and practices for TEAM Central in line with People & Equity service delivery, as well as develop and review all policies and procedures related to staff management, and internal responses and resolution to inquiries and service requests, to ensure continued efficient service delivery. Another vital aspect of your job will be responding to inquiries escalated beyond the scope of front-line staff, ensuring a prompt, courteous reply and appropriate action and follow-up, as well as ensuring that employees have, and use, the appropriate equipment, material and procedures required to perform their assigned duties.

Operational excellence – now and in the future

Drawing on your working knowledge of enabling technology, Excel and reporting solutions, and ability to motivate and develop a team of staff, you’ll manage, develop and streamline all training components and modules related to operational business processes, customer service skills, and divisional and technical assistance. Your skills as a communicator and negotiator will enable you to establish partnerships, enhance customer service and interact effectively at all organizational levels, identify trends, needs, options and opportunities for change or improvement, and recommend solutions for TEAM Central. You will also oversee transactional services, delivering administrative services to deliver the full life cycle of employment, as well as develop, recommend and administer the annual budget for the unit, and control expenditures within approved budget limitations. Forward-looking in approach, you’ll participate in the analysis, evaluation and implementation of existing and proposed systems and tools for workforce planning, monitoring and forecasting, provide strategic direction on the future of TEAM Central (e.g. Business Intelligence, performance metrics, increased accountability), and participate in Transformation activity to build service and integration in the new operating model.

Driving performance and goal achievement

Both strategically minded and results-oriented, you’ll establish, and ensure the achievement of, TEAM Central operational goals and objectives aligned with the City’s strategic directions, initiatives and growth plans. This will entail developing key performance indicators for the unit, tracking performance by using quality and efficiency measures for customer service functions, developing dashboard monitoring reports and providing regular updates on services up to, and including, SLT. Your focus on continuous improvement will be evident as you develop strategies, policies, programs and action plans to achieve improved service delivery, issues resolution and customer service objectives.

With a post-secondary education in a relevant discipline, or an equivalent combination of education and experience in a Human Resources field, preferably within a large, complex unionized organization, you have a solid foundation for success in this vital role. A CHRP designation would be considered an asset.

Qualifications and Experience

This new mandate will put to full use your experience managing and supporting  a new service in a shared service environment and, specifically, your considerable experience as a Manager or Team Lead in a Human Resources this environment, and ability to motivate and develop a team of staff. Such a background will be enhanced by experience using various Human Resources Information Systems (HRIS) to support the management of a service centre.

Highly developed interpersonal, written and oral communication, negotiation and problem-solving skills at all organizational levels will prove invaluable in this people-centric position, along with well-developed planning and organizational skills, and excellent time management skills, enabling you to manage multiple priorities and assignments simultaneously. Knowledge of HR practices and policies, collective agreements and employment-related legislation (e.g., Human Rights Code, Employment Standards Act) is essential, to ensure compliance with all provisions of collective agreements and divisional regulations.

Equally important, you’re able to support the Toronto Public Service values to ensure a culture that champions equity, diversity and respectful workplaces.

Toronto is home to more than 2.9 million people whose diversity and experiences make this great city Canada’s leading economic engine and one of the world’s most diverse and livable cities. As the fourth largest city in North America, Toronto is a global leader in technology, finance, film, music, culture, and innovation, and consistently places at the top of international rankings due to investments championed by its government, residents and businesses. For more information, visit jobs.toronto.ca or follow us on Twitter at Twitter.com/CityTOjobs, on LinkedIn at Linkedin.com/company/city-of-toronto or on Facebook at Facebook.com/CityTOjobs.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process