Manager, People Experience

Public Health Ontario

About The Position

The Manager, People Experience (PEX) plays a critical role in driving operational excellence across HR by focusing on efficiency, effectiveness, and continuous improvement. With a strong emphasis on metrics, service levels, and process optimization, this role ensures that HR operations are streamlined, data-informed, and aligned with PHO’s people strategy priorities. The Manager, PEX champions a high-quality employee experience by developing and maintaining scalable HR processes and standard operating procedures that support organizational goals and evolving workforce needs.

Requirements

Deep knowledge of HR legislation, collective agreements, and best practices across all facets of human resources.
Demonstrated ability to develop and execute strategic roadmaps to enhance People Experience (PEX) services.
Strong understanding of end-to-end HR processes and transactions to support efficient service delivery.
Strong analytical skills to interpret HR data, generate insights, and provide actionable recommendations to senior leadership.
Familiarity with digital HR tools and self-service platforms; ability to coach others in their use.
Skilled in conflict resolution, issue management, and navigating complex employee relations matters.
Strong collaboration skills to work effectively across HR functions and with internal clients.
Written and verbal communication skills to liaise with all types of HR customers, including candidates, new hires, employees, managers, executives, and retirees / former employees, as well as vendors
Undergraduate degree in Human Resources, Business Administration, Industrial Relations, or a related discipline.
CHRP designation required; CHRL considered an asset.
Minimum 10 years of progressive HR experience across a broad range of functions in a unionized environment, ideally within the public sector.
At least 3 years of recent leadership experience in a similar role, with a proven ability to lead high-performing teams.
Experience managing Human Capital Management (HCM) systems, preferably Workday.
Experience in change management and continuous improvement initiatives.
Experience with transaction processing and data management, with attention to accuracy and data integrity.
Proven ability to lead, coach, and inspire teams using leadership and performance management principles.
Strong relationship-building and interpersonal skills to engage with a wide range of stakeholders, including HR, Finance, and external vendors.
Customer-centric mindset with a focus on service excellence and performance culture.

Nice To Haves

CHRL considered an asset.
Prior experience in a service centre environment is an asset.

Responsibilities

Lead the day-to-day operations of the People Experience (PEX), Compensation & Benefits, and HR Systems teams, ensuring timely, accurate, and high-quality service delivery.
Act as the primary escalation point and leadership contact for PEX, fostering a culture of high performance and service excellence.
Resolve complex inquiries and manage escalated issues with professionalism, discretion, and a solutions-oriented approach.
Oversee the delivery and administration of Total Rewards programs—including compensation, benefits, and pension—ensuring compliance with legislation and consistency with internal policies and standards.
Ensure adherence to corporate data governance, security protocols, and HR policies across all areas of responsibility.
Define, monitor, and report on service level agreements (SLAs) and key performance indicators (KPIs) to evaluate operational efficiency and customer satisfaction.
Analyze feedback and operational data to identify opportunities for continuous improvement, automation, and enhanced service delivery.
Develop and execute strategic roadmaps and project plans aligned with HR’s service delivery model and HCM technology.
Oversee the administration and integrity of employee data throughout the employee lifecycle, ensuring accuracy, timeliness, and completeness of HR records.
Serve as the steward of PHO’s employee portal (PHO Connect), ensuring it remains a reliable and user-friendly resource for staff.
Contributes to the development and implementation of the department’s mandate and operating procedures by taking a significant role in the identification of new projects that fit PHO’s mandate; suggests areas for improvement in internal processes along with possible solutions;
Manages staff, congruent with PHO internal policies and procedures, professional standards, Collective Agreement requirements and other relevant standards, legislation or regulations, including: providing direction and leadership in the implementation of new techniques and standards; assigning staff and implementing work/vacation schedules, setting clear responsibilities and objectives, evaluating performance, advising on training needs, participating on recruiting/selection of staff, dealing with disciplinary issues and responding to grievances in conjunction with PHO Human Resources management programs; build and lead a team of multi-disciplinary staff who support PHO’s activities;
Provide coaching, mentorship, and performance support to team members, fostering professional growth and engagement.
Collaborate with HR Business Partners and Centres of Expertise to design, implement, and continuously improve HR services that align with organizational priorities.
Keeps abreast of the latest research and developments in area of specialty within PHO and at other institutions;
Other duties as assigned