Gestionnaire principal(e), Services aux employés et opérations RH (services partagés) / Senior Manager, People Services & HR Operations (Shared Services)

RTX•Longueuil, QC

52d•Onsite

About The Position

Pratt & Whitney Canada (P&WC) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928. We design and manufacture next-generation aircraft engines that power the world’s largest fleet of business, general aviation, and regional aircraft and helicopters. For nearly 100 years, our teams have been at the forefront of propulsion technology, pushing boundaries to make flight more efficient and reliable. Our engines support missions that truly matter, from transporting people and essential goods, to enabling emergency medical services, humanitarian operations, and wildfire suppression around the world. The Senior Manager, People Services – Canada (M5) will lead the Canadian People Services team and be accountable for the delivery and adoption of efficient, scalable and employee‑centric HR services for RTX in Canada, in alignment with RTX policies and practices. A key focus of this role is to strengthen stakeholder relationships and drive increased usage of People Services across the Canadian business. Reporting to the Director, People Services EMEA & Canada, you will oversee the day‑to-day operations of the People Services team supporting RTX and define the medium‑term roadmap for service adoption. You will set the vision for People Services in Canada, drive standardization and continuous improvement, and ensure strong adoption of RTX processes and tools (including Workday and our case management platform). This is a full-time position from Monday to Friday with flexible hours, based in Longueuil, and performed exclusively on-site.

Requirements

Bachelor’s degree in Human Resources, Business Administration or a related field; HR professional designation (e.g., CHRP/CPHR) an asset.
7–10 years of progressive experience in HR operations, People Services or HR shared services, including 3–5 years leading a team in a complex, matrixed organization.
Experience supporting a large, unionized and non‑unionized workforce in Canada, ideally in aerospace, manufacturing or similar industrial environment.
Proven experience in stakeholder management: ability to build credibility with senior leaders, influence decision‑making and manage conflicting priorities while protecting the standard service model.
Strong knowledge of Canadian and provincial employment legislation (including Quebec), HR policies and practices, and comfort operating in a highly regulated environment.
Hands‑on experience with Workday (or similar enterprise HRIS) and an HR case/ticketing management system (eg. Service Now)
Demonstrated track record in driving process standardization, continuous improvement and increased adoption of shared services/People Services.
Excellent communication skills (written and verbal) and the ability to adapt messages to different audiences (employees, managers, HR, senior leadership).
Strong problem‑solving skills, resilience and the ability to manage multiple priorities in a fast‑paced environment.
This position is part of a French-speaking work environment, it requires a very good knowledge of English to read and understand, on a daily basis, documentation and technical terms that may emanate from international organizations, as well as to write and communicate in English with customers, suppliers or international colleagues.

Nice To Haves

HR professional designation (e.g., CHRP/CPHR) an asset.

Responsibilities

Lead, engage and develop the People Services team in Canada, providing clear goals, coaching and regular feedback to build a high‑performing, customer‑focused team.
Oversee day‑to-day HR service delivery across the employee lifecycle (onboarding, job and organizational changes, benefits and leaves administration, employee data and documentation, offboarding and employee inquiries).
Drive service adoption: build strong relationships with leaders, HRBPs and line managers, promote People Services channels and processes, and influence stakeholders to use the standard service model.
Act as primary People Services point of contact for Canadian senior stakeholders, proactively gathering feedback, addressing concerns and aligning expectations.
Ensure cases are managed within agreed service levels, with a strong focus on quality, first‑time‑right resolution and employee/manager experience.
Drive alignment with RTX global People Services standards while accounting for the specific needs of RTX in Canada and Canadian regulatory requirements.
Own and continuously improve standard operating procedures, knowledge articles and process documentation for Canada, ensuring they are up to date, easy to use and aligned to RTX governance.
Leverage Workday and the case management tool to ensure data integrity, effective controls and efficient workflows; identify opportunities to simplify, automate and standardize.
Monitor and communicate key performance indicators (case volumes, turnaround time, quality, adoption and usage, employee and manager satisfaction) and use data to prioritize improvements and resource planning.
Partner closely with Payroll, Total Rewards, Talent Acquisition, Labour Relations and HR Business Partners to ensure seamless hand‑offs and consistent messaging to employees and managers.
Ensure People Services activities comply with Canadian and provincial employment legislation (including Quebec), collective agreements where applicable, and RTX policies.
Act as an escalation point for complex employee or manager issues, balancing risk, compliance and employee experience and engaging COEs/Legal as needed.
Contribute to and/or lead Canadian and global projects.