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About the Role

Lead the day-to-day operations of the HR Help team on a 12-month contract, delivering timely, accurate, and high-quality HR support to employees, leaders, and HR partners. 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.
• 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.

Skills

• HR operations
• HR shared services
• Employee inquiry management
• HR service delivery
• Team leadership
• Service desk management
• High-volume inquiry management
• HRIS
• Case management
• Ticketing platforms
• Knowledge management
• Employee self-service platforms
• Collaboration
• Payroll
• HR Systems
• HR Centres of Expertise
• HR Business Partners
• Employee & Labour Relations
• Documentation
• Quality assurance
• Continuous improvement
• Process optimization
• Organizational skills
• Attention to detail
• Time management
• Communication
• Stakeholder management
• Problem-solving
• Employment standards
• HR controls
• Compliance requirements

Location

• Toronto

Work Type

• Hybrid
• Contract

Experience Level

• 3-5 years
• Supervisory

Education Level

• 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

Salary/Compensations

• $68,126 - $86,861 CAD annually

Benefits

• Resources, opportunities, and a collaborative and supportive environment
• Accommodations available by request for candidates taking part in all aspects of the recruitment and selection process
• Vaccinations are highly encouraged

About the Company

• LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems for over 50 years.
• Passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.
• Innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online.
• More than 112 million laboratory tests come through LifeLabs’ laboratories annually.
• A team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.
• Recognized as one of Canada’s Best Employers, reflecting a deep commitment to core values of caring, agility, teamwork, and a customer-centered approach.
• Prioritizes the ongoing development of its diversity, equity, and inclusion (DEI) program.
• Takes steps to challenge itself to act with courage and integrity, and to create an environment where people can be their true selves.

Equal Opportunity

• LifeLabs’ compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics.
• Pay programs are communicated regularly in an accessible and transparent manner.
• In accordance with LifeLabs’ Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process.