Manager, Employee Service Centre

Regional Municipality of Peel

20h • Hybrid

About The Position

Join our Human Resources leadership team as the Manager, Employee Service Centre, where you’ll be accountable for the strategic design and operational delivery of the employee lifecycle experience. In this critical role, you’ll lead the HR Service Centre team to ensure employee interactions with HR systems and processes are seamless, intuitive, compliant, and high-value. By leveraging the HR technology stack - including SAP, ServiceNow, and Enterprise Information Management (EIM) —you’ll ensure that behind-the-scenes data management and compliance activities translate into true Service Excellence for employees. Acting as a guardian of data integrity and a champion of a People-First digital culture, you’ll ensure all service delivery complies with legislative and collective agreement requirements. If you’re passionate about modern HR service models, digital transformation, and leading high-performing teams, this role offers the opportunity to make a significant organizational impact.

Requirements

• Minimum 7 years of experience in HR Operations or HR Service Delivery, including leadership in high-volume service environments
• Advanced expertise in ServiceNow and enterprise HRMS platforms (SAP or PeopleSoft)
• Expert knowledge of federal and provincial employment legislation related to pay, benefits, and records management
• Demonstrated ability to build strong relationships with senior leaders, union representatives, and cross-functional partners (e.g., IT, Finance)
• Strong leadership and people management capabilities
• Proven ability to design proactive processes that prevent errors rather than react to issues
• Excellent analytical, communication, and change management skills
• Demonstrated commitment to diversity, equity, and inclusion through inclusive leadership and decision-making

Responsibilities

• Lead the design and oversight of key digital employee “moments that matter,” including onboarding, promotions, and leaves of absence, ensuring a frictionless and supportive system experience
• Utilize ServiceNow analytics to identify service delivery pain points and implement continuous improvements to enhance client satisfaction
• Translate complex HR policies, system updates, and process changes into clear, employee-centric communications that drive self-service adoption
• Serve as the lead authority for HR data governance, ensuring all transactions comply with the Employment Standards Act, Pay Equity, and Collective Agreements
• Mitigate organizational risk by overseeing corporate workflows that prevent retroactive pay issues and reduce manual interventions
• Oversee the preparation of workforce analytics and statutory reports to support budgeting, council reporting, and regulatory compliance
• Lead the transition from manual processing to advanced system utilization, ensuring staff demonstrate strong digital literacy across SAP/PeopleSoft and EIM modules
• Partner with Total Rewards to ensure technical execution of merit programs, benefit enrollments, and absence management aligns with the organization’s People-First strategy
• Establish modern, efficient service delivery processes that support a hybrid workforce
• Manage and support staff in day-to-day operations, providing guidance and direction on escalated and complex issues
• Ensure staff are properly trained and equipped to perform their duties safely, accurately, and efficiently
• Act as the expert resource for HR information, systems, and service delivery, providing advice and guidance to employees and leaders

Benefits

• Comprehensive Health, Dental, and Vision plan (including psychological health coverage)
• OMERS Pension Plan
• 3 weeks of vacation per year
• 3 paid personal days
• Floating holidays
• Flexible hours
• Annual performance reviews with merit increases
• Tuition reimbursement
• Development resources

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed