Associate Director, HR Services

Greater Toronto Airports Authority • Toronto, ON

21h • Hybrid

About The Position

The Greater Toronto Airports Authority (GTAA) is seeking an Associate Director, HR Services to lead the streamlined and efficient delivery of HR Services. This role is responsible for ensuring common employee interactions with HR are executed with quality, accuracy, consistency, and speed. Reporting to the Director, HR Services, Systems & Data, this position drives an employee experience-focused and data-informed service delivery model, utilizing metrics, insights, and process discipline to enhance the employee experience, improve performance, optimize capacity, and reduce manual effort. The Associate Director will partner with HR Business Partners, Centres of Expertise, and enabling teams like HR Systems to ensure services are well-integrated, scalable, and responsive to business needs. The role is accountable for delivering reliable, high-quality service outcomes that improve the employee and manager experience and contribute to overall HR effectiveness.

Requirements

• Minimum bachelor’s degree in Human Resources, Business Administration, or Information Systems.
• 5+ years of progressive experience in Human Resources operations or a high-volume service delivery environment.
• Proven leadership experience in managing transactional shared services functions and leading diverse teams.
• Technical and analytical proficiency in using HR systems, metrics, and dashboards to manage performance and identify trends.
• Strong understanding of HR service delivery models, including intake channels, triage, and operational workflows.
• Process improvement skills to reduce manual work and drive consistent, scalable service outcomes.
• Strong communication and stakeholder management abilities to work effectively across various business and HR teams.
• Ability to obtain and retain a Transportation Security Clearance.

Nice To Haves

• Preferred certifications such as CHRP/CHRL, or formal training in project management and digital HR platforms.

Responsibilities

• Lead HR service delivery operations and performance management across the employee lifecycle, including onboarding, offboarding, and records management.
• Drive the service model implementation and continuous improvement by identifying opportunities to standardize and simplify HR processes.
• Establish process governance, quality, and risk management protocols to ensure compliance with organizational policies and employment legislation.
• Partner with technical teams for service enablement through systems and data, ensuring workflows support efficient automation and reporting.
• Foster stakeholder engagement and service experience by building strong relationships across HR and promoting the adoption of self-service tools.
• Monitor service volumes and workload distribution to ensure effective resource utilization and timely resolution of service bottlenecks.
• Provide people leadership and team development for a high-performing group of Associates, Analysts, and Contractors.
• Deliver reliable, high-quality service outcomes that enhance the overall employee and manager experience.

Benefits

• Comprehensive and highly competitive healthcare and benefit coverage.
• A flexible hybrid work environment, continuous internal and external learning opportunities, and a meaningful reward and recognition program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager