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Director, HR Shared Services

CPP Investments
Toronto (City), Ontario
123 000 - 184 000 CAD
Closing date
May 2, 2023

View more

Business / Professional Services
Labour / Employee / Industrial Relations, Workplace / Employment Law
Job Level
AVP, Director
Employment Type
Full time
Designations Required/Preferred

Company Description

Make an impact at a global and dynamic investment organization

When you invest your career in CPP Investments, you join one of the most respected and fastest growing institutional investors in the world. With current assets under management valued in excess of $500 billion, CPP Investments is a professional investment management organization that globally invests the funds of the Canada Pension Plan (CPP) to help ensure long-term sustainability. The CPP Fund is projected to reach $3 trillion by 2050. CPP Investments invests in all major asset classes, including public equity, private equity, real estate, infrastructure and fixed-income instruments, and is headquartered in Toronto with offices in Hong Kong, London, Luxembourg, Mumbai, New York City, San Francisco, São Paulo and Sydney. 

CPP Investments attracts and selects high-calibre individuals from top-tier institutions around the globe.  Join our team and look forward to:

  • Diverse and inspiring colleagues and approachable leaders
  • Stimulating work in a fast-paced, intellectually challenging environment
  • Accelerated exposure and responsibility
  • Global career development opportunities
  • Being motivated every day by CPP Investments’ important social purpose and unshakable principles
  • A flexible/hybrid work environment combining in office collaboration and remote working
  • A deeply rooted culture of Integrity, Partnership and High Performance

If you share a passion for performance, value a collegial and collaborative culture, and approach everything with the highest integrity, here’s an opportunity for you to invest your career at CPP Investments.

Job Description

Reporting to the Managing Director, HR Technology & Operations, the Director will have the opportunity to lead a new team focused on HR Service Delivery. The role will help build and shape the new team and lead the team when it becomes operational. The ideal candidate is an experienced HR Service Delivery specialist with extensive experience in operational excellence, shared services, service delivery technology, and strategic operational reporting.

The role will partner cross-functionally across HR, Technology, Compliance and Communications to develop, define, and deliver HR services and standardized talent processes.

Key responsibilities:


  • Lead and manage initiatives and projects to improve our HR Service Delivery and ensuring resolution, day-to-day support, and full implementation of new and existing services/processes (regional and global)
  • Design and implement operational metrics and dashboards
  • Drive and improve high levels of client service and engagement with our internal clients who rely on successful HR transformation efforts
  • Actively engage in transformation efforts to ensure our operational processes balance flexibility and scalability, ensuring diverse users are equipped with the necessary data and tools
  • Investigate and resolve complex issues that arise regarding policies, processes, and practices through partnering with COEs and HRBPs
  • Partner with COEs and HRBPs as new HR programs and policies are introduced to design end-to-end processes, and oversee training of the Talent Services team to support new programs
  • Conduct trends analysis and share feedback, and common issues with HRBP and COE teams to continuously improve program delivery and resources


  • Partnering with the HR Technology team, play a critical role in the implementation of HR Technology solutions that will support the delivery team
  • Provide business requirements, support in testing, and develop end user process guides and documentation
  • Foster a continuous process improvement mindset across the team, leveraging HR technology to ensure optimal utilization of all resources
  • Through operational oversight and usage of metrics, identify opportunities for digitization and automation, and partner with the Talent Technology team to prioritize and introduce enhancements

Partnerships & Communications

  • Regularly partner with the HR business partners and Center of Excellences leaders to influence and contribute to the vision for process efficiency and translate the vision into a reality
  • Influence delivery channels, data requirements, reporting, and performance metrics as processes are continuously enhanced
  • Partner with stakeholders and manage expectations while prioritizing deliverables against cross-functional delivery plans in partnership with all areas of HR and across functions
  • Identify common themes in employee inquiries, and advise COEs on barriers to the employee experience, influencing change in knowledge articles, support videos, communication, etc.


Basic Qualifications:

  • 6 + years' experience in People/HR Operations and/or Shared Services in a Global Organization, 10+ years of HR experience
  • Experience leading a team, with direct people management experience
  • Experience using an HR Service Delivery platform such as ServiceNow or Workday Help
  • Experience in writing business requirements and supporting testing
  • Deep understanding of HR programs and global policies
  • Strong communication skills, with a customer-experience focus

Preferred Qualifications:

  • Capacity to structure ambiguous problems, conduct complicated analysis, identify key insights, and recommended actions logically and efficiently
  • Ability to communicate across all levels of the organization and being comfortable in asking probing questions
  • Experience in managing large end-to-end cross-functional process improvement initiatives
  • Ability to think strategically and act operationally; including the ability to manage ambiguity, risk, and changing direction of focus and strategies
  • Experience working with a geographically dispersed team
  • Strong experience in identifying HR Service Delivery optimization opportunities and driving the subsequent implementation of related initiatives
  • Demonstration of successful interaction with cross-functional business partners
  • Experience in improving productivity and attaining efficiency gains by improving processes
  • Experience working globally and cross-functionally and holding people accountable for deliverables without a formal reporting structure
  • Experience in operational reporting, dashboard delivery, and process monitoring

Additional information

Visit our LinkedIn Career Page or Follow us on LinkedIn. 


At CPP Investments, we are committed to diversity and equitable access to employment opportunities based on ability.

We thank all applicants for their interest but will only contact candidates selected to advance in the hiring process. 

Our Commitment to Inclusion and Diversity:

In addition to being dedicated to building a workforce that reflects diverse talent, we are committed to fostering an inclusive and accessible experience. If you require an accommodation for any part of the recruitment process (including alternate formats of materials, accessible meeting rooms, etc.), please let us know and we will work with you to meet your needs.


CPP Investments does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other web-site job postings. Any resume or other information received from a supplier not approved by CPP Investments to provide resumes to this posting or web-site will be considered unsolicited and will not be considered.  CPP Investments will not pay any referral, placement or other fee for the supply of such unsolicited resumes or information.

Mandatory Vaccine Policy

All employees in the Toronto, New York, San Francisco, Mumbai, Sydney, Hong Kong, and Sao Paulo offices will be required to be vaccinated against COVID-19. Accommodations to this policy will be made for medical or other protected grounds. Please contact us to discuss any accommodation needs.

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