Lead Manager, HR Operational Services - Talent & Culture

Welcome to a commitment to sustainable development you can relate to.  

Welcome to people who like people, to brilliant minds, tomorrow’s visionaries, challenge seekers, collaborators, and those with an entrepreneurial spirit in their DNA.  

At CIMA+, you’ll find a place where your ideas and perspectives are welcomed and encouraged. In both the field and at the office, you’ll get plenty of opportunities to reach your full potential in an environment that’s engineered for people. At CIMA+, we care about our people and make sure that they feel valued, appreciated, and part of the team. You could even become a shareholder in the company. 

At CIMA+, we give you the freedom and flexibility to manage your work on your own terms and the opportunity to work on projects you can relate to.  

Welcome to CIMA+

You are passionate about employee and client experience. You are excited by the idea of building a high-performing, value-driven HR operations team and collaborating with talented professionals in a growing organization. If this sounds like you, we would love to meet you.

Mission

As the Lead Manager, HR Operational Services, you will play a key role in optimizing organizational performance through efficient HR processes and service delivery. You will lead a large team responsible for delivering timely, high-quality, and consistent support for HR-related inquiries and transactions, while ensuring adherence to internal policies. You will also contribute to the organization’s broader HR technology strategy to enhance the overall employee experience.

Key Responsibilities

• Lead the HR Operational Services team responsible for managing employee inquiries;
• Ensure fast, accurate processing of all requests in line with service level agreements;
• Support team members in resolving complex issues and escalations, and ensure proper triaging of cases;
• Define and monitor individual and team performance indicators; measure and analyze operational outcomes;
• Continuously identify opportunities to improve service delivery and optimize employee experience through more efficient transaction and inquiry management;
• Implement structured approaches to optimize HR processes and services;
• Drive the adoption of technology (automation, collaborative tools) to improve service quality and efficiency;
• Provide coaching, direction, training, and motivation to foster team development and collaboration;
• Oversee the execution of multiple HR transformation projects and lead change management efforts in collaboration with the broader HR function;
• Offer insights to Centres of Expertise and HR Business Partners to help improve understanding of internal processes and policies, based on feedback and trends from employee and manager inquiries;
• Help shape the organization’s overall HR technology strategy to deliver a seamless and unified employee experience (e.g., by identifying integration opportunities and areas for optimization);
• Leverage technologies like RPA, chatbots, and AI to enhance HR service delivery;
• Ensure proper governance of HR data in alignment with corporate policies and procedures.

• University degree in Human Resources or a related field;
• 10+ years of experience in HR, including at least 5 years in HR operations;
• Proven track record in developing and transforming HR operational services (a strong asset);
• Solid experience in project management: planning, executing, and delivering HR and tech-related projects on time and within budget; ability to lead multiple cross-functional initiatives simultaneously;
• In-depth knowledge of integrated HR systems, collaborative platforms, automation tools, and data analytics;
• Fully bilingual (French and English);
• Strategic thinker with strong project execution skills and the ability to turn strategy into action;
• Passion for innovation and a strong understanding of emerging HR technologies;
• Strong analytical skills and keen attention to detail;
• Solution-oriented and proactive: able to analyze situations, break them down, and propose thoughtful, business-aligned solutions; confident making complex decisions;
• Excellent communication and influencing skills;
• Agile mindset and thrives in a fast-paced, constantly evolving environment; embraces change with enthusiasm.

At CIMA+, we value diversity of talent and perspective. You think you can add value, but don't meet all the job requirements? We invite you to apply, because everyone has something unique to offer. The outstanding talents that choose to join us at CIMA+ soon realize that we go all out to encourage them to grow. We look forward to hearing how you can contribute to our success.  

Why choose CIMA+? Because we offer you: 

• Comprehensive Group Benefits available from day one for all permanent employees working at least 20 hours per week 

• Employee and Family Assistance Program 

• Retirement Savings Plan (RRSP) with 4% employer contribution 

• As an employee-owned company, an annual opportunity to purchase shares for all employees 

• Flexible work schedule in a hybrid work mode 

• Work/Life balance policy across Canada 

• 3-5 weeks of vacation, based on years of relevant experience  

• Tailored training to improve your existing skills  

Ethics and integrity are fundamental values at CIMA+. That is why we are committed to ensuring equal access to resources and opportunities for candidates, regardless of their identity (race, ethnicity, colour, religion, gender, age, disability, sexual orientation, gender identity or expression, socio-economic status or background, etc.).​

In keeping with the principles of employment equity, we encourage all applications, including, but not limited to, those from women, Indigenous people, people with disabilities and visible minorities. We also encourage candidates to complete the self-identification form when applying for employment.​

Accommodations are available on request. Your Business Partner will process your request.

Find out about The CIMA+ advantage - CIMA+.