Senior Manager, Employee Service Center and Operations, Talent & Culture

Welcome to a place where people are at the heart of everything we do. 

Welcome to people with an inspiring vision and who seek stimulating challenges. At CIMA+, you’ll find a place where you’ll have many opportunities to learn and develop while working on engaging projects. 

We are a firm 100% owned by its employees and we value a collaborative and entrepreneurial mindset. You will have the flexibility to manage your work on your own terms and define what work-life balance means to you. 

When you join CIMA+, we welcome you to a place that you can call home.

Job Description

Are you enthusiastic about continuously improving the employee and customer experience? Do you have the desire to help build a strong, high value-added operational Talent & Culture team, while collaborating with talented professionals in a dynamic, growing organization? If these aspirations resonate with your professional ambitions, then our team is waiting for you. Bring your expertise to CIMA+ and be part of a firm where your impact will be immediate and significant. Join us and actively contribute to our shared success towards a sustainable future!

Mission

The Senior Manager, Employee Service Center and Operations focuses on optimizing operations within the organization through effective HR processes and service delivery. They lead a large team responsible for ensuring efficient, high-quality and consistent responses to HR-related inquiries and transactions, and the application of the organization’s policies. They also contribute to the definition of the organization’s overall HR technology strategy.

Primary Responsibilities

• Supervise the HR operational services team responsible for responding to employee requests.
• Ensure prompt and accurate processing of requests, in compliance with service-level definitions.
• Support team members in resolving complex requests and escalated problems and provide triage where necessary.
• Define individual and collective performance indicators. Measure and analyze operational performance.
• Continuously seek opportunities to improve HR service delivery through more effective and efficient application management and transaction processing to optimize the employee experience.
• Coaching, orienting, training and mobilizing the team to support development and collaboration.
• Manage the implementation of a series of HR operational transformation projects and ensure change management in collaboration with the large HR team.
• Provide HR Centers of Expertise and HR Business Partners with leads to improve understanding of internal processes or rules, based on questions asked by employees and managers.
• Collaborate in defining the organization’s overall HR technology strategy to deliver a unified employee experience (including identifying optimization opportunities, integrations).
• Identify ways to optimize service delivery within the organization by leveraging technology solutions such as RPA, Chatbots, AI within HR.
• Ensure compliance with company data administration policies and procedures.

Qualifications

• University degree in human resources or related discipline
• Ten years’ experience in HR with at least five years’ specific experience in operational services
• Experience in developing and transforming an operational HR department is a strong asset
• Fluency in French and English is essential for this position, to ensure smooth interaction with our various stakeholders, clear communication, and the successful completion of our various projects on a national scale
• Strategic thinking, strong project management and action plan implementation skills
• Innovation and in-depth knowledge of cutting-edge human resources technologies
• Analytical and attentive to detail
• Be stimulated by problem-solving and be a force of proposal: take the necessary steps to understand a situation, break it down and identify various solutions adapted to business needs. Ability to make complex decisions
• Strong communication and influencing skills
• Agile player, stimulated by a dynamic and constantly evolving environment. React with openness to change

#LI-Hybrid

Additional Information

Ethics and integrity are fundamental values at CIMA+. That is why we are committed to ensuring equal access to resources and opportunities for candidates, regardless of their identity (race, ethnicity, colour, religion, gender, age, disability, sexual orientation, gender identity or expression, socio-economic status or background, etc.).​

In keeping with the principles of employment equity, we encourage all applications, including, but not limited to, those from women, Indigenous people, people with disabilities and visible minorities. We also encourage candidates to complete the self-identification form when applying for employment.​

Accommodations are available on request. Your Business Partner will process your request.