Senior Specialized HR Manager- Workforce Transformation & Colleague Readiness

Role Overview

Pay Details

• The stated base salary range is CAD 115,600 to CAD 163,200.
• The posting does not specify a salary cadence beyond the stated base pay range.

Workforce Strategy and Transformation

• Support integrated people strategies aligned with business transformation priorities and organizational needs.
• Develop a multi-year workforce transformation roadmap aligned with the business transformation roadmap.
• Translate workforce strategy into plans, milestones, dependencies, decisions, and measurable deliverables.
• Coordinate workforce transition planning covering redeployment, upskilling, capacity management, and phased implementation.
• Partner across business, program, HRBP, and HR COE teams to drive execution and protect business continuity.
• Provide recommendations supporting workforce sustainability and organizational effectiveness.

Future Workforce and Organization Design

• Lead redesign of roles to define AI-augmented accountabilities, skills, and role profiles.
• Facilitate future-state operating model and organization design across contact center and partner functions.
• Define new and evolved support roles, capabilities, decision rights, and ownership.
• Use external research, market insights, and industry trends to inform workforce and organizational effectiveness recommendations.

Talent, Learning, and Readiness

• Identify capability gaps and translate them into talent acquisition, learning, and workforce readiness priorities.
• Coordinate internal and external hiring for critical AI, transformation, and operational capabilities.
• Partner with Learning and Development to redesign onboarding and learning programs for AI fluency, sales advice, and human skills.
• Establish plans to build, buy, redeploy, and upskill talent against future workforce requirements.

Change and Colleague Experience

• Develop and execute an integrated change and communications strategy for workforce transition.
• Prepare leaders and colleagues for role, skill, and operating model changes through targeted engagement and communications.
• Partner with HR and business stakeholders to manage colleague experience and people risk.
• Support transparent, consistent, and timely communications throughout phased implementation.

Education and Experience

• Hold an undergraduate degree in Human Resources, Business Administration, Organizational Development, or a related discipline.
• Have progressive experience in HR, organizational effectiveness, workforce planning, talent management, transformation delivery, or change management.
• Have experience leading complex cross-functional initiatives with multiple stakeholders and competing priorities.
• Be able to influence and partner effectively with senior leaders.
• Have experience supporting enterprise-wide transformation, capability development, or organizational change initiatives.

Skills and Capabilities

• Demonstrate strong strategic thinking and program leadership skills.
• Demonstrate expertise in organizational effectiveness, talent strategy, learning, and change management.
• Have strong stakeholder management, facilitation, and influencing capabilities.
• Be able to analyze complex information and develop practical recommendations.
• Have excellent communication, presentation, and relationship-building skills.
• Be able to thrive in a collaborative, fast-paced, and evolving environment.

Preferred Qualifications

• Experience supporting technology-enabled or AI-driven workplace transformation is preferred.
• Knowledge of contact centre operations, customer experience environments, or large-scale workforce models is preferred.
• Experience across HR centers of excellence, Talent Acquisition, Learning and Development, Employee Relations, and senior business leadership is preferred.
• Change management, project management, or organizational effectiveness certification is preferred.