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About the Role

This role offers the opportunity to shape HR operations and the HR experience at IGM. As an Assistant Vice President (AVP), HR Service Delivery & Technology, you will contribute to transforming our future service model into a multi-year roadmap and lead the evolution of technologies and services supporting this model. You will consolidate HR service delivery, operations, and technology to eliminate friction points for employees seeking answers, completing transactions, and accessing support. You will work closely with the leadership team, HR Centers of Excellence, Technology and Risk Management teams, Legal, Compliance, and executives to simplify work, clarify accountabilities, and leverage technology where it adds real value. Your work will directly influence employee and manager experience, service quality, operational efficiency, and HR's ability to focus on higher-value tasks. This position is ideal for a leader comfortable bridging strategy and execution, and establishing the necessary capabilities, governance, and teams to sustain change.

Responsibilities

Collaborate with leadership and HR Centers of Excellence to implement the future service model, transitioning appropriate activities to scalable, automated, and centralized self-service delivery models while maintaining clear classification, defined accountabilities, and escalation paths.
Translate HR priorities into an integrated roadmap across SAP SuccessFactors, the ServiceNow portal, and other HR platforms. Reduce fragmentation, duplication, and unnecessary handoffs to ensure HR delivers a seamless experience.
Lead the implementation and ongoing evolution of the ServiceNow portal as the digital front door for HR. Streamline processes, enhance knowledge management, and expand automation and AI-powered services while continuing to leverage appropriate controls and human judgment for complex or sensitive issues.
Provide business leadership and oversight for HR technology tools, holding internal teams and delivery partners accountable for implementation, platform health, adoption, and value realization.
Establish relevant service standards and metrics for query resolution, service levels, experience, quality, and risk management. Utilize operational data and feedback to identify root causes, reduce repeat inquiries, and continuously improve services.
Build effective partnerships across HR, Technology and Risk Management, Legal, Compliance, and the broader enterprise. Implement agreed-upon governance and decision-making authorities, and lead necessary changes to adopt new ways of working.
Lead a multi-disciplinary HR service and technology organization, strengthening the digital, leadership, service delivery, and analytics capabilities required to operate as an integrated, people-centric function.

Requirements

Undergraduate degree in Human Resources, Business Administration, or a related field.
12+ years of experience in progressively senior leadership roles within HR Operations, Service Delivery, HR Technology, or a related field within a complex, large-scale organization, including business transformation and team leadership.
Proven experience in service management, operating model design, technology roadmap development, data-driven service management, and risk and governance management.
Strong change leadership and executive engagement skills; ability to work cross-functionally and define clear accountabilities and decision-making authorities.
Experience applying experience-based design thinking to improve HR service delivery and experience.
CHRP, CHRL, or equivalent HR designation obtained or in progress.

Skills

Financial services or other regulated environment experience.
Experience managing HR technology tools and/or shared services or HR service delivery transformation.
Experience with ServiceNow HRSD or a comparable enterprise service management platform.
Experience in digital product management and implementing automated or AI tools.
Lean Six Sigma or Service Management (e.g., ITIL) certification.
Bilingualism (French, English) is required for Quebec for frequent interactions with English.

Location

Montreal
Toronto
Winnipeg

Work Type

Hybrid

Experience Level

12+ years

Education Level

Undergraduate degree
CHRP
CHRL

Benefits

Competitive base salary
Performance-based bonus
Support for training and career development
Opportunity to join the Employee Share Purchase Plan with an employer match
Competitive health and dental coverage
Flexible plan for you and your family
Short-term and long-term disability insurance plans
Voluntary Defined Contribution Pension Plan
Paid volunteer days
Competitive vacation time
10 wellness days
WorkPerks discount program
Flexible and hybrid work arrangements
Inclusive culture and diversity
Employee Resource Groups (ERGs)
Commitment to diversity and inclusion
Accessible employer committed to an inclusive recruitment experience
Accommodation measures available throughout the recruitment process

About the Company

IGM Financial Inc. is a leading Canadian wealth and asset management company, managing approximately $310 billion in assets as of December 31, 2025. It provides financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie Investments.
Founded in 1967, Mackenzie Investments plays a key role in IGM's business model, serving as a comprehensive asset management partner for Canadian financial advisors and their clients.
At Mackenzie Investments, you can build your career with confidence. We are proud to be recognized as one of Canada's Top 100 Employers for a fourth consecutive year and one of Canada's Best Employers for Diversity.
Our vision and strategy are focused on innovating within the industry and helping Canadians achieve their financial goals.
Join our team to benefit from continuous learning and skill development in a supportive environment.
Experience the best of both worlds with our hybrid work environment, where you spend three days a week in the office to connect and collaborate with your amazing colleagues and enjoy quality time with them!
Our values: Strive for Excellence; we aim for improvement in everything we do. Be Accountable; we advocate for clarity and empower ourselves to act responsibly. Be a Team; we act together to generate collective outcomes that help us achieve our goals.

Equal Opportunity

IGM offers a diverse and inclusive workplace; it all starts with a representative workforce! We invite all qualified individuals representing Canada's diversity to apply, including visible minorities, women, Indigenous peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender diverse individuals, and those who can contribute to the diversity of ideas.
Mackenzie Investments is an accessible employer committed to providing an inclusive recruitment experience. If you require accommodation or this information in another format at any stage of the recruitment process, please contact the Talent Acquisition team, who will work with you to meet your needs.