Lead, HR Support Center

CN Railway (Canadian National)•Homewood, IL

37d

About The Position

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you're part of making sure our business is running optimally and safelyâhelping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us! Job Summary: The Supervisor, HR Support Center oversees a team responsible for managing and resolving employee and client inquiries (at the Tier 1 level) efficiently and accurately. This role ensures that all inquiries are addressed promptly while maintaining high standards of service. The Supervisor also provides coaching and guidance to the team, fostering continuous improvement in response times and customer satisfaction.

Requirements

Maintains a Results Oriented approach to ensure goals are achieved and performance targets are met.
Leverages Data Insights to guide decision-making and improve operational effectiveness.
Demonstrates a strong focus on Customer Centricity to enhance the overall customer experience.
Takes a Solution Oriented approach to identify and resolve challenges in a timely manner.
Practices Effective Communication to ensure clear and concise information is shared with all stakeholders.
Follows a Process Driven approach to ensure efficiency, consistency, and quality in all tasks.
Demonstrates a strong Digital Mindset & HR Technology Proficiency to effectively utilize modern tools and systems in HR operations.
Bachelor's degree in Human Resources, Business Administration, or a related field.
3-5 years of experience in HR, HR operations, or HR service delivery.
Experience with HRIS systems, ticketing systems, and other HR technology tools (e.g., ServiceNow,).
Strong understanding of HR policies and procedures, with the ability to provide guidance and resolve inquiries effectively.
Communicate effectively in English and in French (written & oral)

Nice To Haves

Any knowledge for any of the above would be considered as an asset.

Responsibilities

Ensure high-quality service delivery by providing guidance, monitoring performance, and implementing process improvements to enhance customer satisfaction
Oversee the handling of HR inquiries from employees and managers, ensuring timely and accurate responses in line with HR policies, procedures and SLAs
Act as a point of escalation for complex or sensitive inquiries, providing expert guidance to resolve issues satisfactorily (escalating further as required)
Ensure that all inquiries are handled in compliance with organizational policies, legal requirements, and data privacy regulations
Track and evaluate team performance against established KPIs and SLAs
Prepare and present reports on inquiry volumes, response times, and resolution rates, highlighting trends and areas for improvement
Implement improvements to enhance service delivery and operational efficiency
Collaborate with other People Services HR Support (Tier 1 and Tier 2) teams to streamline procedures and reduce response times
Ensure continuous improvement activities are undertaken on a reasonable cadence (e.g., feedback is reviewed, processes/tools are updated as required)
Coach direct reports to align them with broader CN HR strategy and vision, and ensure they understand the complexities and needs of the customers they are supporting
Manage and mentor direct reports including day-to-day people management responsibilities, and ensure the team collaborates effectively and maintains strong performance and results (e.g., meets expected KPOs/KPIs)