Role overview

Position Summary:
We're looking for a collaborative and service-focused Supervisor, HR Help Services, to lead the day-to-day operations of our HR Help team on a 12-month contract. This hybrid role is based in Toronto and offers the opportunity to lead a team that delivers timely, accurate, and high-quality HR support to employees, leaders, and HR partners across LifeLabs.

In this role, you'll oversee inquiry management, team performance, quality assurance, knowledge management, and continuous improvement while partnering closely with HR Centres of Expertise, HR Systems, Payroll, HR Business Partners, and operational leaders. You'll play a key role in ensuring HR inquiries are resolved efficiently, documentation is accurate and complete, and HR processes support an exceptional employee experience.

Vacancy status: This posting is for an existing position.

What You’ll Do:
HR Help Team Leadership & Service Delivery:

Supervise the day-to-day operations of the HR Help team, including workload management, queue prioritization, service levels, and team coverage.
Coach and support team members to ensure consistent, accurate, and service-focused inquiry handling, documentation, and escalation practices.
Monitor service performance, response quality, inquiry trends, and aging cases to ensure timely resolution and continuous service improvement.
Ensure inquiries are resolved at the appropriate level or escalated to the correct HR, Payroll, HR Systems, or Centre of Expertise partner.

Knowledge Management & Operational Excellence:

Maintain and continuously improve HR knowledge resources, including FAQs, job aids, standard operating procedures, templates, scripts, and HR Hub content.
Ensure guidance remains aligned with HR policies, payroll timelines, service standards, and evolving business processes.
Perform quality reviews of team documentation and responses while identifying opportunities to improve consistency, accuracy, self-service resources, and overall service delivery.
Partner with HR Centres of Expertise and key stakeholders to develop and enhance HR processes, documentation, and service practices.

Escalation Management & Cross-Functional Partnership:

Act as the primary escalation point for complex HR inquiries and service delivery issues.
Partner with employees, managers, Payroll, HR Systems, HR Business Partners, Employee & Labour Relations, and other HR teams to resolve inquiries and ensure documentation is complete, accurate, and ready for payroll and data processing.
Maintain accurate inquiry records and escalation documentation to support service continuity, compliance, and audit readiness.

Continuous Improvement & Service Insights:

Analyze service metrics, inquiry trends, and stakeholder feedback to identify opportunities to improve workflows, documentation, escalation paths, and self-service resources.
Support operational controls, audit readiness, and continuous improvement initiatives that enhance the overall HR service experience.

What You'll Bring:

3–5 years of experience in HR operations, HR shared services, employee inquiry management, or HR service delivery.
Experience supervising or leading a team, service desk, shared services function, or high-volume inquiry environment.
Bachelor's degree in Human Resources, Business Administration, or a related field preferred.
CHRP, CHRL, PMP, Lean, or another relevant professional designation is considered an asset.
Strong understanding of HR processes across the employee lifecycle, including inquiry triage, issue resolution, and escalation.
Experience with HRIS, case management, ticketing, knowledge management, or employee self-service platforms.
Proven ability to collaborate effectively with Payroll, HR Systems, HR Centres of Expertise, HR Business Partners, and Employee & Labour Relations.
Strong knowledge management, documentation, quality assurance, continuous improvement, and process optimization skills.
Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
Strong communication, stakeholder management, collaboration, and problem-solving skills.
Familiarity with employment standards, HR controls, and compliance requirements is considered an asset.

Why Join Us?
At LifeLabs, every role contributes to improving healthcare for Canadians. As the Supervisor, HR Help Services, you'll have the opportunity to shape the employee experience by leading a team that delivers responsive, high-quality HR support across the organization. Your work will help ensure employees, leaders, and HR partners receive the guidance they need while driving continuous improvement in our HR service delivery.

You'll join a collaborative team that values partnership, innovation, and continuous learning. If you're passionate about developing people, improving processes, and making a meaningful impact behind the scenes, this is an opportunity to help shape how HR services are delivered across LifeLabs.
What We Offer:
Salary range: $68,126 - $86,861 CAD annually (commensurate with experience).
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