Manager, People Practices AMER

Job Requisition ID #

25WD87370, Manager, People Practices

This position must be based in Canada.

Position Overview

Are you ready to lead a dynamic team and transform the way we deliver services? As the Manager, AMER People Practices, you'll be at the forefront of innovation, driving high engagement and productivity. You'll manage resources, improve processes, and leverage technology (AI!) to ensure exceptional service for our internal customers. You'll build strong relationships, listen to feedback, and execute changes that make a real impact. Join us and be a motivating leader who thrives on collaboration and continuous improvement.

Responsibilities

• Managers of Support roles
• Manages through team leads and may directly manage support and lower-level professional employees to deliver operational objectives through others
• Manage a team of employees in the Support track, but more rarely may manage lower-level Professional track roles (P1 and P2)
• Provide direction based on established policies and practices
• Identify opportunities for better work practices (e.g., to increase efficiency) and recommend them to more senior leaders
• Manage and own through resolution, escalated operational issues that arise from process flaws or changes to user requirements
• Develop and manage routine operational plans, managing results against a timeline that is typically monthly
• Focus is tactical, and decisions are made within policies, procedures, and precedents

Team Management

• Lead and develop a high-performing team that consistently delivers top-notch service
• Ensure quality training and cross-training for business continuity
• Monitor team performance and ensure compliance with standards
• Foster a customer-focused mindset and deliver exceptional employee experiences
• Collaborate effectively with stakeholders and support team development goals
• Create an inclusive environment and appreciate diverse cultures

Operations Management

• Monitor service delivery by conducting quality assurance, reviewing case data themes and listening to Autodesker feedback
• Drive operational processes and maximize self-service opportunities
• Act as a trusted partner to support PPL initiatives globally and regionally and align processes
• Organize and facilitate meetings, analyze metrics, and recommend innovative strategies
• Manage escalations and ensure legislative updates are incorporated
• Deliver continuous improvement and maintain knowledge databases

Project Management

• Own and drive projects focused on process re-engineering and innovation
• Collaborate globally to implement success criteria and plans
• Represent AMER People Practices on projects and deliver group-based initiatives

Minimum Qualifications

• BA or BS degree
• 5+ years of experience in HR Operations/Shared Services/HR Transformation
• Transformational mindset and experience in process design
• Exceptional customer service orientation and employee focus
• HR compliance expertise and knowledge of HR policies, benefits, laws, and practices within US, Canada and Latin America
• Experience with HR case management tools, Workday, and AI technology
• Ability to build effective and inclusive teams
• Excellent communication, facilitation, and organizational skills
• Strong analytical proficiency and ability to work across large teams
• Must be fluent in English, but fluency in French, Spanish and/or Portuguese is a plus!