HR Manager, Employee Service Centre


Category: Human Resources
Location: Vancouver, British Columbia
Title: HR Manager, Employee Service Centre
Job ID: 14385
Job Status: Full Time Regular

Job Summary

You are an experienced human resources leader seeking an opportunity to be an instrumental contributor in transforming the core HR function at Ledcor. Focusing on building a best-in-class HR Service Centre, you thrive in a customer-focused, fast-paced environment and possess strong leadership and coaching skills. Your background in change management and new systems implementation within a large, complex organization will be key to your success in this role.

As the HR Service Centre Manager, you will be responsible for effective leadership, operational oversight and fostering a spirit of teamwork and unity among team members within the HR Service Centre. In addition, you will play a key role in the development and delivery of service level agreements and key performance indicators, ensuring an exceptional customer service experience.

Ledcor is investing in a multi-year initiative, called HR2020, to provide new HCM technology and an updated HR operating model to support our company’s future business growth and development. HR2020 will improve the employee experience at Ledcor through enabling technology and broadened HR service delivery. We have already started on this journey and we are adding expertise as needed to complement our dynamic team. If you are looking for a career where you can make a real difference, come join our True Blue team!

This newly created position is located in beautiful Vancouver, BC. In order to engage top talent, relocation assistance within Canada will be provided to the successful candidate. Come join Ledcor’s talented Human Resources team in Vancouver, BC today!


• Lead a dynamic team of HR professionals to build out and operate a fully functional HR Service Centre that provides high-quality support to the entire organization
• Build positive relationships within the HR Service Centre team and with external customers through extensive communication and ongoing feedback to measure customer satisfaction
• Actively collaborate with various stakeholders on the implementation of new technology solutions
• Collaborate with team members in the development and delivery of service level agreements (SLAs), scripting and key performance indicators (KPIs) for the Service Centre
• Develop, track, and report on HR Service Centre service level metrics, , assessing trends and identifying opportunities for improvement
• Review longer-term analytics to determine opportunities for training or content improvement to reduce or eliminate frequently-cited issues or inquiries
• Work closely with leaders within the broader HR Service Centre, Business HR and the Communities of Expertise to ensure that escalated requests are addressed
• Ensure documentation and effective communication of all current processes and work instructions throughout the Service Centre team
• Oversee workforce forecasting/planning, training, coaching, employee engagement and performance management for the HR Service Centre team


• 5+ years of HR leadership experience in a large, complex organization; familiarity with HR Service Centre / Contact Centre operations would be a significant asset
• Bachelor’s degree in human resources, business administration or a related field; CPHR would be an asset
• Involvement with an HRIS or other software implementation preferred
• Familiarity with case management technology such as ServiceNow or similar preferred
• Strong leadership and coaching skills, with the ability to inspire and maintain a high level of enthusiasm and engagement from direct reports
• Demonstrated ability to effectively manage for results, including goal setting and the measurement and monitoring of key performance indicators and team performance
• Background in change management, and leading a team through organizational and technology transition
• Ability to work efficiently in a fast-paced, high demand, team oriented environment, with a strong sense of urgency as part of daily work style
• Excellent interpersonal and communication skills, with a very strong customer service focus and the ability to partner effectively with HR/Business groups to address key issues
• Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, quality of service, and cost

Work Conditions

• Relocation assistance provided, if required.

Our Human Resources (HR) team helps Ledcor’s leaders attract and retain our most valuable asset – our people. With expertise in recruitment, employment practices, workplace culture, learning and development, and compensation, the HR team supports the entire lifecycle of our employees. We are a diverse team equipped to support the growth of our company.

But when you work for Ledcor, your experience will go far beyond the project. Do you want a career that means more? Join our True Blue team now!


Vancouver, BC
Vancouver, British Columbia

Date Posted 8/18/2017