Manager, Employee Service Centre

Regional Municipality of Peel • Brampton, ON

8d • 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)

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 (yes, even psychological health coverage) — starting on your very first day!
• Automatic enrolment to help secure your future with peace of mind. (OMERS Pension Plan)
• Start with 3 weeks of vacation per year— because work-life balance is important!
• Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
• Flexible hours to fit your lifestyle and prioritize your health and well-being.
• Annual performance reviews with merit increases — your hard work is recognized and rewarded!
• Work in an environment where leadership truly cares and inclusivity is celebrated.
• Access to tuition reimbursement and tons of development resources to keep you growing — whether in your career or on a personal level.

What This Job Offers

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