June 17, 2025

TEAM LEAD, HR CLIENT SERVICES (BAND LEVEL 12)

Office of the Associate Vice President, People and Culture

Department of Human Resources

(Permanent Position)

DUTIES

Reporting to the Manager, Human Resources Operations, the Team Lead, HR Client Services oversees a team of HR generalists and professionals who are responsible for the effective delivery of a variety of HR professional and administrative services. As often the first point of contact for many HR services, MyHR contributes directly to the overall success of service delivery to all HR clients by responding to inquiries online, by phone or in-person from employees, administrators, faculty, managers, pensioners and the general public. The Advisory Services team provides HR solutions to their clients, including managers and administrators, on a range of HR-related matters including collective agreement interpretation and application, hiring and on-boarding, performance management, facilitating organizational change, attendance and disability management.

MyHR plays a critical role in the intake, management and movement of documents that support employees, administrators and other HR team members. This includes the processing, validating, recording and storing of HR related information and documents. While modelling client service excellence for employees, the Team Lead will play an important role in identifying opportunities for efficiencies, developing, implementing and evaluating new business processes, and overall continuous improvement in client service delivery. The Team Lead will also be responsible for developing and monitoring key performance indicators and ensuring that the service standards and performance measurement systems are aligned with organizational objectives and client service strategies.

In addition to managing the client services teams, an initial priority of this position will be to work with the Manager, HR Operations to support the transformation of the client service delivery model including a modernization of MyHR's services and processes to promote excellence and continuous improvement in service delivery; reviewing existing services and business processes offered by MyHR and recommending changes to improve operational efficiency and effectiveness, minimizing processing times and ensuring high quality standards related to key service metrics; collaborating with MyHR team members, HR Advisory Services as well as other client-facing units including payroll, job evaluation and other members of the HR leadership team to redesign, streamline, and integrate work processes and practices to ensure seamless service delivery for all HR Services to our clients; working collaboratively with the HR Technology Team Lead to identify opportunities to improve efficiency of work processes with a focus on quality, improved access and customer service, innovation, automation, lean continuous quality improvement, and employee self-service; championing change and innovation as well as facilitating the integration and adoption of new technology into MyHR operations, practices and business processes to create efficiencies and improve service delivery; leading, coaching, mentoring and developing the MyHR team to improve capability, foster best practice, and deliver optimal results with a focus on client service excellence; and performing other related duties as required.

QUALIFICATIONS

The ideal candidate will bring significant experience as a human resources' professional, preferably in an HR client service or similar shared services environment; completion of a graduate degree, preferably in business or a related discipline, is required; or an equivalent combination of experience and training may be considered. The successful candidate must possess strong leadership abilities necessary to motivate a team in a fast-paced environment with multiple demands while fostering a client-first culture in achieving organizational goals and objectives. Other required skills and experience include: demonstrated skill in project and change management; excellent communication skills as well as strong active listening skills; ability to think strategically, analytically and use good judgement in identifying solutions on a broad range of complex issues; effective organizational and planning skills combined with the ability to work independently to manage multiple deadlines and priorities; strong client service skills to effectively respond to diverse client needs, maintain positive relationships with internal and external clients, and handle complex and sensitive service issues; demonstrated business acumen and ability to build effective relationships and influence others at all levels within an organization. Experience leading a team through a changing and modernizing work environment, and/or integrating technology to modernize operations, along with experience in administering employee benefits and pensions and expertise in salary and leave administration, would all be considered assets.

SALARY $82,417 - $105,534 per annum (Management and Professional)

CLOSING DATE July 3, 2025 by 5:00 p.m. NST

All qualified candidates are encouraged to apply; however, preference will be given to applicants who are legally entitled to work in Canada. Memorial University is committed to employment equity and diversity and encourages applications from all qualified candidates, including women, people of any sexual orientation, gender identity, or gender expression; Indigenous peoples; visible minorities and racialized people; and people with disabilities.

The personal information requested in your application is collected under the authority of the Memorial University Act (RSNL 1990 c M-7) for the purpose of identifying and recruiting candidates; assessing applicant qualifications; and maintaining records pertaining to the administration of employment with Memorial University of Newfoundland.

If you are a successful candidate, this information will form part of your permanent employment record and will be used for other activities related to the employment process. This information may be disclosed to government departments and agencies as legally required; and to third party service providers, as necessary to administer programs and activities.

If you have any questions about the collection, use and disclosure of the information on this form, please contact MyHR, Department of Human Resources, at [email protected].

Please be advised that we are unable to provide updates on current competitions.

We thank all applicants for their interest, however, only those selected for an interview will be contacted.