HR Delivery Centre Manager

KPMG•Halifax, Ontario

About The Position

The HR Delivery Centre Manager is part of KPMG Canada’s National HR structure within Business Enablement. The Human Resources Delivery Centre (HRDC) provides standardized transactional, operational, and consultative services through a scalable shared-service model, aiming to improve process and time efficiency while ensuring compliance. The Manager oversees HRDC service quality and operations, supports service-delivery changes and optimization, acts as an escalation point for HR inquiries, works with Centres of Excellence and stakeholders, and uses reporting and continuous improvement to strengthen service delivery. The role also maintains offshore standard operating procedures and communication protocols.

Requirements

Bachelor’s degree in HR or a related field.
Excellent written and verbal communication skills.
2–3 years’ experience leading teams that deliver HR services or operational support, ideally in a shared services, delivery centre, or HR consulting environment.
Strong leadership and team-management skills, including mentoring and fostering continuous improvement in a Team Lead or Manager capacity.
Ability to learn and follow detailed business processes accurately and with attention to detail.
Strong organizational skills and ability to prioritize work for multiple stakeholders.
Solid HR operations foundation, including experience with functions such as recruitment, onboarding, employee relations, performance management, and compliance in an HR Generalist or HR Coordinator capacity.
Experience in service-delivery-focused roles, such as an HR service centre or shared services environment.
Experience in data analysis and performance measurement to track KPIs and assess HR operations effectiveness.
Experience leading change initiatives within HR functions.
Written and oral fluency in English; the role supports HR operations nationally and requires communication with English-speaking colleagues and employees in English-speaking provinces.

Nice To Haves

Experience in process-improvement initiatives, including analyzing HR processes, identifying inefficiencies, and implementing solutions to streamline operations; familiarity with Lean or Six Sigma methodologies is an asset.
Familiarity with HR process automation technologies such as Blue Prism or ServiceNow is an asset.

Responsibilities

Supervise the work and quality of the HR Delivery Centre using established operational systems, Standard Operating Procedures (SOPs), and Key Performance Indicators (KPIs).
Identify opportunities for automation and resource utilization to streamline HR operations and optimize service delivery.
Support service-delivery change initiatives, facilitate smooth transitions, minimize disruption, and communicate changes to the HRDC team and stakeholders while addressing concerns or resistance.
Act as the first point of escalation for HRDC EXL and onshore teams, providing guidance on National HR policies, programs, processes, and procedures.
Resolve routine questions and escalate complex or contentious matters to HRDC Leadership as needed.
Contribute to relationships with colleagues across Centres of Excellence (COEs), providing professional services in support of business strategy and plans.
Review operations and implement innovative processes and ideas to continuously improve and optimize work processes.
Prepare, review, and coordinate data and analytics reports measuring offshore HRDC work quality and KPIs, identify improvement areas, and present regular service-delivery reports to senior management.
Create and update HRDC Offshore SOPs in compliance with Firm policies and procedures.
Implement communication protocols to support information flow within the team and with stakeholders.