Implementation and Integration Service Manager

Category: Service Desk / End User Services

Main location: Canada, Quebec, Montre9al

Position ID:J0826-1135

Employment Type: Full Time

Position Description:

Implementation and Integration Service ManagerCGI - Payroll Services Centre (PSC) offers all in one cloud based solution that simplifies Payroll and Human Capital Management. We are proud of our privileged relationships with clients, and their satisfaction rate is very high.Every day, our partners help hundreds of customers pay their employees in different industries. In this role, you will contribute to the success of local businesses within a dynamic team, with over 700 professionals and 70,000 customers!We are looking for a reliable and motivated individual. Are you ready to play a key role?
We are ready for you:

. Work environment recognized as one of the best in the Canada (Great Place to Work certified)
. Employee Assistance Program, Health and Wellness program, comprehensive insurance coverage, financial assistance for your job related studies
. Career development supported by a professional development plan
. Access to our Share Purchase Plan and Profit Participation Plan as of your first day with us
. Benefits that fit your needs: Flexible insurance plan, telemedicine, and more! Your future duties and responsibilities

The Implementation and Integration Service Manager is responsible for operational execution, team leadership, and people management. They translate the Director's strategic direction into concrete actions and oversee the day to day operations of their department by engaging associates to achieve performance, quality, client service, and efficiency objectives. They implement organizational direction within their team while fostering associate development and ensuring compliance with organizational policies.
The Implementation and Integration Service Manager is a frontline manager who serves as the link between the strategy defined by the Director and operational execution. They have a strong understanding of key payroll concepts, terminology, and issues, enabling them to effectively lead teams, support the resolution of complex situations, and ensure the consistent application of practices.
On a Typical Day, You Will Perform the Following Responsibilities:
Operations Management

. Plan, coordinate, and supervise the day to day activities of the department to ensure business continuity.
. Ensure the achievement of service levels, key performance indicators, and operational objectives for the team.
. Allocate resources and adjust priorities based on activity volumes and operational needs.
. Ensure the consistent application of processes, procedures, and quality standards.
. Identify performance gaps and implement appropriate corrective actions.
. Understand and monitor performance dashboards and prepare required management reports.
. Manage escalations related to technological or operational issues.

Client Experience and Quality

. Identify and implement opportunities to continuously improve quality and client interactions.
. Participate in the implementation of new processes, tools, or technologies.
. Promote the optimal use of digital tools and automation solutions.
. Identify and contribute to continuous improvement and transformation initiatives within the department.
. Ensure compliance with applicable policies, procedures, regulatory requirements, and contractual obligations.
. Implement contingency plans during exceptional situations and ensure continuity of operations within the department.
. Implement quality assurance programs.
. Report and communicate client expectations and pain points.
. Maintain the appropriate balance between client experience, associate experience, and the achievement of KPIs.

Associate Management

. Lead, engage, and support associates under their responsibility.
. Provide regular coaching to develop skills and foster continuous improvement.
. Be responsible for succession planning.
. Contribute to achieving associate satisfaction and retention targets.
. Establish individual objectives, monitor progress, and conduct performance evaluations.
. Manage attendance, schedules, vacation planning, and staffing replacement needs.
. Participate in the recruitment, selection, onboarding, and integration of new associates.
. Manage performance, disciplinary, and employee relations matters in collaboration with the Director.
. Foster a respectful, inclusive, and engaging work environment.

Financial Management

. Understand the day to day operational factors within the team that have a financial impact.
. Understand operational budgets and ensure the efficient use of human, financial, and technological resources. Position Requirements
. College diploma (DEC) in Business Administration, Human Resources, Finance, Accounting, Information Technology, or any other relevant combination of education and experience.
. Minimum of five (5) years of experience in the payroll field. Payroll certification, such as certification through the National Payroll Institute (Canada), is considered a strong asset.
. Minimum of three to five (3-5) years of management experience in the implementation or transformation of payroll solutions or a related field.
. Demonstrated ability to contribute to the development of team members.
. Strong client service orientation, with solid analytical, synthesis, and planning skills.
. Demonstrated ability to monitor and analyze key performance indicators related to payroll implementation services.
. Results oriented, with a strong focus on continuous improvement.
. Demonstrated ability to deliver a high quality client experience, monitor client satisfaction and quality indicators, and implement required improvement actions.
. Ability to work effectively with clients, manage expectations, and resolve escalations.
. Personal competencies: leadership, client orientation, results orientation, communication, problem solving, and adaptability.
. Excellent proficiency in both French and English, written and spoken (essential).
. Advanced proficiency in the Microsoft Office suite.
. Demonstrate openness to emerging technologies, particularly artificial intelligence, and act as a change ambassador by promoting their adoption across teams.

Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills:

• English
• French
• Analytical Thinking
• Canadian Payr.Legisl. (Quebec)
• Communication
• Customer Service & Support
• Problem Solving

What you can expect from us: