Senior HR Operations Specialist – Canada, U.S.
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Job Description
Senior HR Operations Specialist optimizing HR service delivery across Americas. Driving operational excellence and enhancing employee experience in HR Shared Services team.
Responsibilities:
- Serve as a senior point of contact for complex and escalated HR inquiries across multiple channels (phone, email, chat) and locations to include USA and Canada.
- Ensure high-quality resolution of cases by applying deep knowledge of HR policies, programs, and systems.
- Monitor case trends and proactively identify opportunities for process or policy improvements.
- Lead the operationalization, documentation, and continuous improvement of MyHR processes.
- Partner with HRIS and IT teams to enhance system functionality and user experience.
- Drive automation and self-service enablement through knowledge base development.
- Collaborate with HR COEs (e.g., Total Rewards, Talent Acquisition, Employee Relations) to ensure alignment and consistency in service delivery.
- Act as a liaison between Shared Services and regional HR teams to support local compliance and cultural nuances.
- Provide guidance and support for voluntary termination processes, ensuring compliance and a smooth offboarding experience for employees.
- Partner with leadership to analyze service delivery metrics and employee feedback to identify trends and recommend actionable improvements.
- Lead onboarding and training of new team members and contribute to capability building across the team.
- Own and maintain HR knowledge articles, ensuring accuracy, relevance, and accessibility.
Requirements:
- Bachelor’s degree in Human Resources, Business Administration, or related field; HR certification (e.g., CHRP, SHRM) preferred.
- 3+ years of progressive experience in HR operations or shared services, ideally in a global or matrixed organization.
- Proven ability to manage complex cases and drive process improvements.
- Strong analytical skills with experience in reporting tools and HRIS platforms (e.g., Workday, SAP).
- Excellent communication and interpersonal skills with a customer-centric mindset.
- Ability to lead initiatives, influence stakeholders, and manage competing priorities in a fast-paced environment.
Benefits:
- Health insurance
- Professional development opportunities
- Remote work options
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