Job DescriptionManager, Employee Service Centre
Corporate Services, Human Resources
Status: (1) Regular Full Time
Salary Range: $139,474 -$174,342 per annum plus comprehensive benefits
Hiring Range: $139,474 - $156,908 per annum plus comprehensive benefits
Work Mode: Hybrid *see below for more details about this work mode*
Location: 10 Peel Centre Drive, Brampton
Hours of Work: 35 hours per week
Join our Human Resources leadership team as the Manager, Employee Service Centre, where you’ll be accountable for the strategic design and operational delivery of the employee lifecycle experience. In this critical role, you’ll lead the HR Service Centre team to ensure employee interactions with HR systems and processes are seamless, intuitive, compliant, and high-value.
By leveraging the HR technology stack - including SAP, ServiceNow, and Enterprise Information Management (EIM)—you’ll ensure that behind-the-scenes data management and compliance activities translate into true Service Excellence for employees. Acting as a guardian of data integrity and a champion of a People-First digital culture, you’ll ensure all service delivery complies with legislative and collective agreement requirements. If you’re passionate about modern HR service models, digital transformation, and leading high-performing teams, this role offers the opportunity to make a significant organizational impact.
What you’ll do:
Service Excellence & Experience Design
- Lead the design and oversight of key digital employee “moments that matter,” including onboarding, promotions, and leaves of absence, ensuring a frictionless and supportive system experience
- Utilize ServiceNow analytics to identify service delivery pain points and implement continuous improvements to enhance client satisfaction
- Translate complex HR policies, system updates, and process changes into clear, employee-centric communications that drive self-service adoption
Compliance & Data Stewardship
- Serve as the lead authority for HR data governance, ensuring all transactions comply with the Employment Standards Act, Pay Equity, and Collective Agreements
- Mitigate organizational risk by overseeing corporate workflows that prevent retroactive pay issues and reduce manual interventions
- Oversee the preparation of workforce analytics and statutory reports to support budgeting, council reporting, and regulatory compliance
Operational Capability & Integration
- Lead the transition from manual processing to advanced system utilization, ensuring staff demonstrate strong digital literacy across SAP/PeopleSoft and EIM modules
- Partner with Total Rewards to ensure technical execution of merit programs, benefit enrollments, and absence management aligns with the organization’s People-First strategy
- Establish modern, efficient service delivery processes that support a hybrid workforce
Leadership & People Management
- Manage and support staff in day-to-day operations, providing guidance and direction on escalated and complex issues
- Ensure staff are properly trained and equipped to perform their duties safely, accurately, and efficiently
- Act as the expert resource for HR information, systems, and service delivery, providing advice and guidance to employees and leaders
Decision Making & Impact:
- Decisions in this role directly impact employee pay accuracy, benefits administration, and overall workforce engagement
- Drives strategic direction for the HR Service Delivery function, establishing efficient, compliant, and future-ready business processes
What the role requires:
- Minimum 7 years of experience in HR Operations or HR Service Delivery, including leadership in high-volume service environments
- Advanced expertise in ServiceNow and enterprise HRMS platforms (SAP or PeopleSoft)
- Expert knowledge of federal and provincial employment legislation related to pay, benefits, and records management
- Demonstrated ability to build strong relationships with senior leaders, union representatives, and cross-functional partners (e.g., IT, Finance)
Skills & Abilities:
- Strong leadership and people management capabilities
- Proven ability to design proactive processes that prevent errors rather than react to issues
- Excellent analytical, communication, and change management skills
- Demonstrated commitment to diversity, equity, and inclusion through inclusive leadership and decision-making
Apply now and help us build a better tomorrow with Peel Region! Join us—be bold, think big, and help shape a better tomorrow.
Perks That Make Work Fun (and Your Life Easier)!
At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team:
- Top-Notch Benefits: Comprehensive Health, Dental, and Vision plan (yes, even psychological health coverage) — starting on your very first day!
- OMERS Pension Plan: Automatic enrolment to help secure your future with peace of mind.
- Vacation Time That Grows: Start with 3 weeks of vacation per year— because work-life balance is important!
- Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
- Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.
- Performance Pays Off: Annual performance reviews with merit increases — your hard work is recognized and rewarded!
- Supportive, Respectful Culture: Work in an environment where leadership truly cares and inclusivity is celebrated.
- Learning & Growth: Access to tuition reimbursement and tons of development resources to keep you growing — whether in your career or on a personal level.
We’ve got you covered — because we know happy, healthy people do their best work! 🎉
In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.
It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies.Peel Region offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.
Interview: Our recruitment process will include video conference technology
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If this opportunity matches your qualifications and experience, please apply on-line.
