Senior Manager, HR Contact Center – North America
TD
full-time
Posted on:
Location Type: Office
Location: Mount Laurel • Florida • New Jersey • United States
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Salary
💰 $115,440 - $186,160 per year
Job Level
About the role
- Oversee a large and significant multi-faceted operational function with overall accountability for providing strategic direction, guidance on a broad and diverse range of complex operational activities / analysis and/or specialized project support or services.
- Provide strategic direction to a high-volume, multi-channel operation that supports employees across Canada and the U.S. with HR inquiries, programs, and processes.
- Ensure an exceptional colleague experience, drive operational excellence, and enable transformation as the organization evolves its HR service delivery model.
- Provide people management leadership by hiring the best talent, setting goals, developing staff, managing employee performance and compensation decisions, promoting teamwork and handling any/all disciplinary actions, as required.
- Lead and inspire a large, diverse team of HR Contact Centre professionals, including Team and Group Managers, and Contact Centre Agents.
- Oversee day-to-day service delivery across North America, ensuring consistent, accurate, and timely resolution of colleague inquiries; monitor performance against SLAs, KPIs, and colleague satisfaction measures; serve as senior escalation point for complex cases.
- Execute on the annual business plan to deliver results aligned with business strategies.
- Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts.
- Embed a culture of continuous improvement across the HR Contact Centres.
- Lead root cause analysis on recurring issues and implement sustainable solutions.
- Focus on simplifying processes, reducing hand-offs, and improving service quality and how we deliver.
- Leverage data, feedback, and insights to identify trends, eliminate pain points, and improve efficiency.
Requirements
- Undergraduate degree
- 8+ years of progressive operations, contact center, or shared services leadership experience.
- Proven track record managing large teams (50+ FTEs) across multiple locations.
- Subject matter expertise for US Processes and regulatory requirements
- Strong experience in continuous improvement
- Deep knowledge of HR service delivery models, case management platforms, and Workday (would be an asset)
- Strong analytical skills; ability to interpret data, identify trends, and influence outcomes
- Exceptional communication, stakeholder management, and change leadership
- Bilingual (French or Spanish) considered an asset
Benefits
- Health and well-being benefits
- Savings and retirement programs
- Paid time off (including Vacation PTO, Flex PTO, and Holiday PTO)
- Banking benefits and discounts
- Career development and reward and recognition
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operations managementHR service deliverycase managementdata analysiscontinuous improvementperformance managementemployee performanceregulatory complianceproject managementteam leadership
Soft skills
communicationstakeholder managementchange leadershipteamworkproblem-solvinganalytical thinkingemployee developmentgoal settinginspirationdisciplinary action management
Certifications
undergraduate degree