Superviseur principal, opérations RH / Senior Supervisor, HR Operations

RTX•Longueuil, QC

2d•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. Pratt & Whitney Canada was named one of Canada’s Best Employers for 2026 by Forbes, marking the 11th consecutive year the company has earned this recognition. Pratt & Whitney Canada also ranked #1 employer in the aerospace and defense industry in the country. In addition, our headquarters continues to be recognized among the top employers in the Montreal region. Together, these distinctions reinforce our reputation as an employer of choice in Montreal, across Canada, and around the world. The Sr. Supervisor, HR Operations is a member of the Leadership Team within a Shared Services People Services environment, responsible for the end-to-end leadership of People Services Operations supporting Pratt & Whitney Canada and Collins Aerospace. This role oversees the day-to-day operations and performance of a multi-tiered service delivery team, ensuring the provision of high-quality, efficient, and customer-focused HR support to employees, managers, and HR professionals. The Sr. Supervisor leverages service metrics, customer insights, and operational data to drive service excellence, operational effectiveness, and continuous improvement. The Sr. Supervisor translates strategic priorities into operational execution, aligns team objectives with the broader HR transformation agenda, and fosters a high-performing, customer-centric culture. Reporting to HR leadership, this role serves as a key link between frontline service delivery and HR Centres of Excellence, HR Business Partners, and HR Technology teams, ensuring consistent service delivery, effective issue resolution, and a seamless employee experience across a wide range of HR inquiries, transactions, and enterprise-wide initiatives. This is a full-time position from Monday to Friday with flexible hours, based in Longueuil, and performed exclusively on-site.

Requirements

5+ years of progressive experience in HR Operations, HR Shared Services, Contact Center Operations, or a related function, including leadership experience within a customer-focused environment.
Bachelor’s degree in human resources, Business Administration, Management, or a related field.
Demonstrated experience managing Tier 2 or equivalent complex case resolution functions within a shared services environment.
Strong knowledge of Workday HCM and ServiceNow (SNOW), including governance, reporting, and system optimization.
Demonstrated ability to manage service delivery performance through KPIs, SLAs, quality metrics, and customer satisfaction measures.
Experience partnering effectively with HR Business Partners, Centers of Excellence, leadership teams, and external vendors.
Strong analytical, problem-solving, and reporting skills with the ability to interpret data and identify operational improvement opportunities.
Demonstrated ability to lead changes, including process centralization, system implementation, or service model transformation.
Ability to work with highly sensitive and confidential information with sound business judgement and ethics.
This position is part of a French-speaking work environment and requires a very good knowledge of English to read, understand, and communicate on a daily basis with customers, suppliers, and international colleagues.

Nice To Haves

Master's degree (MBA, MHR, or equivalent) preferred.
Experience with ADP Global View in a shared services payroll-adjacent context.
Lean, Six Sigma, or other Continuous Improvement training or certification.
CIPD, CHRP, or equivalent HR professional qualification.
Experience supporting process improvement, system implementations, automation initiatives, or service transformation projects.

Responsibilities

Lead, develop, and inspire a multi-level team including Senior Analysts (P2), and Analysts (P1), fostering a culture of high performance, accountability, and continuous learning.
Establish clear performance expectations and development plans at all levels, ensuring consistent coaching, feedback, and recognition practices.
Drive succession planning and talent development, identifying high-potential individuals and creating pathways for career growth.
Champion diversity, equity, and inclusion across all people management practices, ensuring equitable treatment and opportunity for all team members.
Oversee all workforce planning activities including recruitment, onboarding, scheduling, and capacity management.
Serve as the senior escalation authority for complex, high-risk, or sensitive HR cases that cannot be resolved at Supervisor (M2) or Senior Analyst (P2) level.
Ensure robust escalation pathways are defined, documented, and consistently applied across the team.
Collaborate with HR Business Partners, Centers of Excellence, Legal, and Compliance to resolve complex employee relations matters and policy questions.
Monitor and act on customer satisfaction data, driving measurable improvements in Net Promoter Scores (NPS) and case resolution quality.
Ensure operational resilience across all service channels — phone, email, chat, case management portal — maintaining business continuity standards.
Drive the effective utilization of Workday HCM and ServiceNow (SNOW) across the People Services function, promoting user adoption, process efficiency, and data integrity.
Partner with the HR Digital / Technology function to identify and support system enhancements, automation opportunities, and IVR/self-service improvements that increase first-contact resolution and reduce case volume.
Lead continuous improvement initiative by embedding RTX CI tools and methodologies across the team and identifying opportunities to reduce cost-per-contact and improve efficiency.
Ensure the accuracy and integrity of HR data and transactions within Workday and SNOW, maintaining compliance with audit, privacy, and regulatory requirements.
Produce and present regular management reporting on service delivery performance, escalation trends, team productivity, and continuous improvement outcomes.
Represent People Services Operations in HR transformation initiatives, providing operational expertise and supporting project planning, design, testing, and implementation activities.
Lead the operational implementation of process centralization, standardization, and automation initiatives (e.g., absence management, employee letters, employee verifications, and Leave of Absence processes).
Oversee change management and communication activities associated with service model changes, system go-lives, or scope expansions.
Collaborate with training and knowledge management functions to ensure the team is equipped with up-to-date process guides, SOPs, and system knowledge ahead of any change.