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This position reports to the Manager, HR Service Delivery. 

40% - Operations management/ managing enquiries and correspondence 

• Act as the first point of escalation for the Offshore HRDC team in providing guidance to delivery efficient and accurate support surrounding National HR policy and program process or procedure questions. 
• Address routine questions directly, while escalating only complex or contentious matters to the Manager or Senior Manager, HR Delivery Centre, as necessary. 
• Lead daily team calls, summarizing takeaways and sharing’s back to the team via appropriate channels. 
• Support the prioritization and allocation of work for the team. 
• Case management support when volumes are high and/or on complex cases. 

20% - Insights and reporting 

• Collect and analyze data measuring Service Level Agreements (SLAs) and KPIs of the work performed by the HRDC onshore team and identify areas for improvement, escalating breaches to the Manager, HR Service Delivery. 
• Present regular reports on service delivery performed to management. 

15% - Quality control reviews 

• Conduct regular quality control reviews of HRDC processes 
• Supervise, coordinate and oversee the work and quality performed by the HRDC onshore team, working with established operational systems (i.e. Standard Operating Procedures (SOPs), and in line with set Key Performance Indicators (KPIs). 

10% - Continuous improvement 

• Analyze HRDC processes to identify inefficiencies and recommend solutions for improvement. 
• Identify opportunities for automaton and/or offshoring and support the implementation of process improvements to enhance efficiency and contribute to service delivery optimization goals 
• Support change initiatives related to service delivery optimization, ensuring smooth transitions and minimal disruption and communicate changes effectively to the HRDC team and stakeholders, addressing any concerns or resistance. 

10% - Document management 

• Support the creation and maintenance of HRDC onshore Standard Operating Procedures (SOPs) and knowledge articles, compliant with Firm policies and procedures 
• Create and maintain process maps to visualize workflows and enhance understanding of HRDC operations. 
• Cascade updated SOPs, knowledge articles and process updates to the team via appropriate channels. 
• Leverage established communication protocols to facilitate smooth information flow within the team and with stakeholders. 

10% - Organizational capability building 

• Provide coaching to the HRDC onshore team members to develop their skills and ensure the team is trained on standardized processes and tools. 

5% - Other projects/duties as assigned.

• Bachelors or post-graduate degree in HR, operations or related field. 
• CHRP or CHRLP designation preferred. 
• 3-5 years work experience in human resources or operations. 
• Specialized knowledge of HR policies and programs. 
• Excellent English (oral and written) communication skills, French communication skills an asset. 
• Service delivery focus—experience in roles that emphasize service delivery or a shared services model. 
• Supervisory / team lead experience preferable. 
• Contributes to process and operational improvements and manage related change management activities. 
• Knowledge and experience related to the development, compilation, analysis and presentation of data, reports, and documentation of workflow processes. 
• Perform well under pressure and demonstrate adaptability in managing unexpected situations. 
• Demonstrate strong leadership and relationship building skills and the ability to work well both 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. 
• Knowledge and experience with automated technologies in HR processes (i.e. Blue Prism, ServiceNow, AI) an asset. 

KPMG Ontario Region Pay Range Information

The expected base salary range for this position is $55,000 to $82,000 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program.

KPMG BC Region Pay Range Information

The expected base salary range for this position is $55,000 to $82,000 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program.

Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process

At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG’s Employee Relations Service team by calling 1-888-466-4778.

AI Usage

We embrace the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or surfacing relevant qualifications. However, no hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals, who are equipped with training that empowers them to use these tools responsibly. AI technologies used in our recruitment process undergo detailed risk assessments, including security and privacy requirements, that align with KPMG’s Trusted AI framework.

We believe technology should empower human judgment, not replace it. It’s one of the many ways we’re delivering on our vision of being a technology-first, people-driven firm.