Manager, Employee Service Centre

This job posting is no longer active.

Location: Vancouver, BC, Canada
Job ID: R2880
Job Status: Full-Time



Job Summary:

You're experienced in leading a Human Resources Service Centre, you'll bring operational oversight and foster a spirit of teamwork and unity among team members.

You'll play a key role in delivering on service partnership agreements (SPAs) and key performance indicators (KPIs) for the Employee Service Centre, ensuring that exceptional customer service is delivered.

You are a problem solver and continuously look for innovative solutions that can be utilized. Join Ledcor's HR team in downtown Vancouver today!

Essential Responsibilities

HR Trend Analysis & Data Mining/Management

  • Identify potential opportunities for business improvement through analysis of underlying data
  • Create and manage reports and dashboards within Service Now that allow HR to make data-driven decisions to adjust quickly to trends
  • Present insights/themes to key stakeholders (HR, HRIS, Payroll, Time & Pay)
  • Enhance case handling processes based on data
  • Develop, track and report on Employee Service Centre (ESC) metrics

Stakeholder Management/Engagement

  • Conducts customer meetings to identify business opportunities and/or improvements and initiatives
  • Ensures Key Stakeholders (HR, payroll, time & pay) are communicated to effectively about functional issues/themes/trends.
  • Optimizes communication clarity and expediency in the day-to-day communication of the ESC with Managers and Employees.
  • Oversees the Service Now knowledge base
  • Acts as escalation point for ESC Supervisors for recurring, high impact, or unique issues
  • Oversees themes analysis and resolution conducted with the ESC Supervisors.

Service Now Configuration & Testing

  • Coordinates twice annual upgrade UAT in service centre team, ensuring all functionality used by HR is still working as expected
  • Identifies opportunities to use ServiceNow to track items being tracked in a spreadsheet and coordinates testing and implementation if appropriate
  • Identifies opportunities to use ServiceNow to track and process regular requests for HR services, develops and tests solutions, implements as appropriate
  • Works with IS to configure ServiceNow to drive continuous improvements in case handling, case analytics, and HR Service reports/dashboards.


  • Degree or Diploma in Human Resource Management; Business; or educational equivalent
  • 8+ years of Human Resources experience
  • 3+ years of Service Centre experience
  • 3+ years of Leadership experience
  • Case management technology experience such as ServiceNow, etc.
  • HRIS experience such as Workday, PeopleSoft, Success Factors, etc.
  • Knowledgeable of Computer Telephone Integration (CTI) and Automatic Call Distribution (ACD) technologies an asset.
  • Strong leadership and coaching skills
  • Solid understanding of applicable employment and human rights legislation
  • Excellent interpersonal and communication skills, with a very strong customer service and service resolution focus
  • Must possess tact, diplomacy, and the ability to maintain confidentiality
  • Demonstrated ability to effectively manage for results, including an ability to set goals and to measure and monitor key performance indicators and team performance
  • Strong ability to analyze data and metrics
  • Excellent attention to detail, with a high level of precision of data and accuracy in any deliverables
  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment
  • Flexible with the ability to adapt to the changing needs of the organization
  • Ability to maintain confidentiality
  • Strong sense of urgency as part of daily work style
  • Excellent time management and organizational skills

TRUE BLUE is who we are. Learn more about life at Ledcor by watching our True Blue video.

Additional Information:

Company Description

The Ledcor Group of Companies is one of North America’s most diversified construction companies. Ledcor is a company built on a rich history of long-standing project successes. 

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!

Date Posted
Mar 17, 2020

1067 West Cordova Street, Vancouver, BC, Canada