Support Centre Opportunities

Manager, Human Resources Operations

Who you are

You are an innovative, service-oriented individual who is excited to be part of a fast-growing organization committed to excellence in healthcare. You thrive in an environment where pushing beyond the status quo, delivering brilliant experiences, and striving beyond excellence are part of everyday work. Passionate about a company that lives its values and fosters a great culture, you’re committed to role modeling values-based leadership and working brilliantly together with cross-functional teams to make a meaningful impact.

As a Manager, HR Operations, you are an Operational Leader who is responsible for the management of the People Services team, a “front door” to HR for many requests, transactions, and support to Team Members and Managers. This role is critical in our commitment to be an Employee Centric organization, the decisions, actions, and work results of this role impact front-line HR services to all employees. 

The quality of HR data as entered through HCM by either employees, Managers or People Services team, is essential to the decision-making and management of other functions, including accurate payroll, finance, and human resources operations across the organization

The Manager, HR Operations, will focus on efficiency and effectiveness, with an emphasis on metrics and service levels, and identifying opportunities for continuous improvement to enable operational excellence and deliver on desired employee services.

In this role, you will

• Oversee the People Services Coordinators who resolve the day-to-day inquiries and all transactional processing of in-scope services delivered by the dc Connect team

• Serve as the point of escalation and leadership contact for the People Services team for all internal stakeholders to resolve complex inquiries and escalated issues

• Shape and foster a wonderful culture where Team Members feel supported to deliver exceptional customer service and can deliver exceptional outcomes for their internal customers 

• Lead the People Services team, providing regular feedback, coaching, and recognition to employees; leads by example to model wellbeing at work

• Define and refine service level agreements (SLAs) and key metrics to monitor efficiency and effectiveness; analyze internal customer feedback and engage with key stakeholders for input 

• Review metrics & feedback for in-scope operations to identify and implement improvement opportunities (including automation opportunities, improvements to SLAs, employee Services feedback, etc.)

• In partnership with the Director, HR Operations Services define strategies, roadmaps, and project plans to execute the vision of the People Services team aligned to HR’s new service delivery model and HCM technology

• Oversee processing and updates of all administration of employee data across the employee lifecycle, act as the steward of People Services

• Oversee quality standards and controls for data to provide the necessary accuracy, timeliness, and completeness

• Ensure compliance with data administration, securities standards, and policies and procedures

• Develop programs, policies, and key documentation for use by HR and its customers across a variety of topics, including HR system use, knowledge management, and HR services

• Build relationships with leaders of key client groups across the organization, and engages with them to understand feedback and emerging needs

What we're looking for

• Undergraduate degree in a relevant discipline such as Business Administration, Human Resources or Industrial Relations, or certificate in an accredited Human Resources program

• CHRP designation plus a minimum of 7-10 years’ progressive Services in a broad spectrum of HR functions. At least 3 years recent leadership Services in a similar role

• Strategic thinking to create the vision, strategy, and roadmap to establish and continuously enhance People Services.

• Knowledge and Services across all facets of human resource management, knowledge of HR legislation and best practices to integrate services and provide a comprehensive systems-thinking approach to decisions

• Analytical skills to interpret data and create insights and actionable recommendations for senior leadership and HR Operations Services

• Customer-centricity to define the standards and performance culture of People Services

• Exposure to digital HR solutions to coach others in their use (i.e., self-service)

• Understanding of the business to understand the nuances in client needs from HR

• Knowledge of end-to-end processes and HR transactions to support delivery

• Prior Services leading in a service centre environment (preferred)

• Knowledge of applicable laws and legislations

• Services in change management and continuous improvement

• Facilitation skills for presentations to HR, executives, or other stakeholders related to new or existing programs, encourage change adoption, or other topics

• Workday Services is an asset 

About Dentalcorp

Dentalcorp is Canada’s largest and fastest growing network of dental practices, committed to advancing the overall well-being of Canadians by delivering the best clinical outcomes and unforgettable experiences. Dentalcorp acquires leading dental practices, uniting its network in a common goal: to be Canada’s most trusted healthcare network. Leveraging its industry-leading technology, know-how and scale, Dentalcorp offers professionals the unique opportunity to retain their clinical autonomy while unlocking their potential for future growth. 

Candidates must be legally eligible to work in Canada. At Dentalcorp, we recognize that inclusivity and diversity strengthen our culture and make us better. We are committed to ensuring that the talent we hire is reflective of the diverse communities and patients we serve. To ensure equal opportunity for all candidates, we strongly encourage applicants requiring an accommodation to let their recruiter know during the recruitment/selection process. We appreciate all applicants for taking the time to apply, however, only those selected for an interview will be contacted.