Senior Coordinator, HR Delivery Centre - Offshore

KPMG•Abbotsford, BC

About The Position

The Senior Coordinator supports the effective and efficient delivery of HR services to Firm employees and Partners, retired employees and partners, HR leaders, Centre of Excellence HR teams, and hiring managers. The HR Delivery Centre uses onshore and offshore resources, outsourcing, and HR automation—including RPA, AI, ServiceNow, and employee self-service—to provide operational excellence, meet service-level agreements, maintain compliance, and support internal customer satisfaction. This position reports to the Manager, HR Service Delivery. The role provides operational guidance and escalation support, helps prioritize and allocate work, and contributes to case management during high-volume periods or on complex cases. It monitors service levels and key performance indicators, prepares management reporting, conducts quality reviews, and oversees the quality and work of the HRDC onshore team. The Senior Coordinator also identifies process improvements and automation or offshoring opportunities; supports change initiatives; maintains standard operating procedures, knowledge articles, and process maps; and coaches team members on standardized processes and tools.

Requirements

Bachelor’s or post-graduate degree in HR, operations, or a related field.
Three to five years of work experience in human resources or operations.
Specialized knowledge of HR policies and programs.
Excellent English oral and written communication skills.
Experience in roles emphasizing service delivery or a shared-services model.
Ability to contribute to process and operational improvements and manage related change-management activities.
Knowledge and experience developing, compiling, analyzing, and presenting data, reports, and workflow-process documentation.
Ability to perform well under pressure and adapt to unexpected situations.
Strong leadership and relationship-building skills, and ability to work independently and in a team environment.
Strong interpersonal, organizational, analytical, decision-making, problem-solving, verbal, and written communication skills.
Proficiency with MS Office and case-management technology.

Nice To Haves

CHRP or CHRLP designation.
French communication skills.
Supervisory or team-lead experience.
Knowledge and experience with automated technologies in HR processes, such as Blue Prism, ServiceNow, or AI.

Responsibilities

Act as the first point of escalation for the Offshore HRDC team, providing guidance on National HR policies, programs, processes, and procedures.
Address routine questions and escalate complex or contentious matters to the Manager or Senior Manager, HR Delivery Centre, as necessary.
Lead daily team calls, summarize takeaways, and share them with the team through appropriate channels.
Support prioritization and allocation of team work.
Provide case management support during high-volume periods and on complex cases.
Collect and analyze data on service-level agreements (SLAs) and key performance indicators (KPIs) for work performed by the HRDC onshore team; identify improvement areas and escalate breaches to the Manager, HR Service Delivery.
Present regular service-delivery reports to management.
Conduct regular quality control reviews of HRDC processes.
Supervise, coordinate, and oversee the work and quality of the HRDC onshore team using established operational systems, standard operating procedures, and KPIs.
Analyze HRDC processes to identify inefficiencies and recommend improvements.
Identify automation and offshoring opportunities and support implementation of process improvements to enhance efficiency and service delivery.
Support service-delivery optimization change initiatives, promote smooth transitions with minimal disruption, and communicate changes to the team and stakeholders while addressing concerns or resistance.
Support the creation and maintenance of HRDC onshore standard operating procedures and knowledge articles in compliance with Firm policies and procedures.
Create and maintain process maps to visualize workflows and improve understanding of HRDC operations.
Cascade updated SOPs, knowledge articles, and process updates to the team through appropriate channels.
Use established communication protocols to facilitate information flow within the team and with stakeholders.
Coach HRDC onshore team members, develop their skills, and help ensure the team is trained on standardized processes and tools.
Perform other projects and duties as assigned.