Sr HR Operations Specialist – Canada & U.S. (18-Month Contract)

Senior HR Operations Specialist - Canada & U.S (18-Month Contract)

Department: HR Shared Services

Reports To: Manager HR Shared Services

Role Summary

We are seeking a highly skilled and proactive Senior HR Operations Specialist to join our HR Shared Services team. This role is pivotal in driving operational excellence enhancing employee experience and optimizing HR service delivery across the Americas region. You will serve as a subject matter expert lead initiatives to improve service quality and partner with COEs and HR Technology teams to operationalize transactional services and re-inforce self-service services.

Key Responsibilities Employee Experience & Case Management

- 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.

Process Ownership & Optimization

- 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

Stakeholder Collaboration

- 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.

Voluntary Termination Support

- Provide guidance and support for voluntary termination processes ensuring compliance and a smooth offboarding experience for employees.

Data & Insights

- Partner with leadership to analyze service delivery metrics and employee feedback to identify trends and recommend actionable improvements.

Training & Knowledge Management

- 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.

Qualifications

- Bachelors 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.