Job DescriptionThe Role: This is an opportunity to shape how HR works and how people experience HR at IGM. As AVP, HR Services Delivery and Technology, you will help turn our future-state service model into a practical, multi-year roadmap and lead the evolution of the technology and services that support it.
You will bring together HR service delivery, HR operations and HR technology so that people can find answers, complete transactions and access support with less friction. You will work closely with the HR Leadership Team, HR Centres of Expertise, Technology, Risk, Legal, Compliance and business leaders to simplify work, clarify ownership and use technology where it creates real value.
Your work will directly influence employee and leader experience, service quality, operational efficiency and HR's capacity to focus on higher-value work. It is a role for a leader who is comfortable connecting strategy to execution and building the capabilities, governance and teams needed to make change stick.
Key Responsibilities:- Partner with HR Leadership and the Centres of Expertise to implement the future service model, moving appropriate work into scalable self-service, automated and centralized delivery while maintaining clear tiering, ownership and escalation paths.
- Translate HR priorities into an integrated roadmap across SAP SuccessFactors, ServiceNow and other HR platforms. Reduce fragmentation, duplicate entry and unnecessary hand-offs so HR feels like one connected experience.
- Lead the implementation and ongoing evolution of ServiceNow as HR's digital front door. Simplify processes, strengthen knowledge management and expand automation and AI-enabled services while preserving appropriate controls and human judgment for complex or sensitive matters.
- Provide business leadership and oversight for the HR technology portfolio, holding internal teams and delivery partners accountable for execution, platform health, adoption and value realization.
- Set meaningful service standards and measures for case resolution, service levels, experience, quality and risk. Use operational data and feedback to identify root causes, reduce recurring demand and continuously improve services.
- Build effective partnerships across HR, Technology, Risk, Legal, Compliance and the business. Operationalize agreed governance and decision rights, and lead the change required to adopt new ways of working.
- Lead a multidisciplinary HR Services & Technology organization and develop the leaders, digital, service and analytical capabilities needed to operate as an integrated, employee-focused function.
Required Qualifications:- Undergraduate degree in Human Resources, Business Administration or a related field.
- 12+ years of progressive leadership experience in HR operations, service delivery, HR technology or a related field within a large, complex organization, including enterprise transformation and team leadership.
- Demonstrated experience in service ownership, operating model design, technology roadmap ownership, data-led service leadership, and risk and governance leadership.
- Strong change leadership and executive influence, with the ability to work across functions and establish clear accountability and decision rights.
- Experience using experience-led design thinking to improve service delivery and the people experience.
- CHRP, CHRL or equivalent HR designation, completed or in progress..
Preferred Qualifications:- Experience in financial services or another regulated environment.
- Experience leading an HR technology portfolio and/or a shared-services or service-delivery transformation.
- Experience with ServiceNow HRSD or a comparable enterprise service-management platform.
- Experience in digital product management and AI or automation implementation.
- Lean, Six Sigma or service-management certification such as ITIL.
As this position is posted in Montréal, Toronto and Winnipeg, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English.
Benefits: - COMPETITIVE COMPENSATION & RECOGNITION: competitive base salary, performance-weighted bonus, education/career support, option to join Employee Share Purchase Plan with employer matching component.
- EMPLOYEE BENEFITS & INSURANCE: competitive health and dental coverage, flexible plan for you and your family and short-term & long-term disability plans.
- RETIREMENT SAVINGS PROGRAMS: voluntary Defined Contribution Pension Plan
- WORK LIFE BALANCE: paid volunteer days, competitive time off, including 10 wellness days off, WorkPerks discount program, hybrid & flex work arrangements.
- INCLUSIVE CULTURE AND DIVERSITY: living our core values: Be a Team, Be Accountable, Be Better, engaging with community through Business Resource Groups (BRG communities are volunteer employee-led groups formed around a common interest, identity, or background).
