Lead, HR Support Center

Job Summary

The Supervisor, HR Support Center oversees a team responsible for managing and resolving employee and client inquiries efficiently and accurately. This role ensures that all inquiries are addressed promptly while maintaining high standards of service. The Supervisor also provides coaching and guidance to the team, fostering continuous improvement in response times and customer satisfaction.

Major Responsibilities

Service Delivery & Inquiry Management

• Ensure high-quality service delivery by providing guidance, monitoring performance, and implementing process improvements to enhance customer satisfaction
• Oversee the handling of HR inquiries from employees and managers, ensuring timely and accurate responses in line with HR policies, procedures, and SLAs
• Act as a point of escalation for complex or sensitive inquiries, providing expert guidance to resolve issues satisfactorily (escalating further as required)
• Ensure that all inquiries are handled in compliance with organizational policies, legal requirements, and data privacy regulations

Continuous Improvement & Operational Efficiency

Team Management

Working Conditions

The role operates in a standard office environment within a 24 / 7 structure. Scheduling flexibility is critical for this role. While standard hours will generally apply, there may be instances where evening, weekend, or holiday coverage is necessary to fulfil operational requirements. The position may also require participation in an on-call rotation. Due to the nature of the role, the incumbent must be able to meet tight deadlines and effectively manage pressure and stress in a fast-paced setting.

Skills / Functional Knowledge

HR Competencies

HR Knowledge & Expertise

Education / Certification / Experience

Bachelor's degree in Human Resources, Business Administration, or a related field. 3-5 years of experience in HR, HR operations, or HR service delivery. Experience with HRIS systems, ticketing systems, and other HR technology tools (e.g., ServiceNow). Strong understanding of HR policies and procedures, with the ability to provide guidance and resolve inquiries effectively. Communicate effectively in English and in French (written & oral). Any knowledge for any of the above would be considered as an asset.

About CN

CN is a premium railroad that sustainably generates value for our customers, shareholders, employees, and stakeholders with an unwavering commitment to safety and service. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. CN's network connects Canada's Eastern and Western coasts with the U.S. South through a 20,000-mile rail network. CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship. At CN, we are dedicated to building North America's safest, most inclusive, and sustainable railroad.

Research shows that candidates often don't apply unless they feel they fit the job posting at 100%. To all potential applicants, even if you don't meet every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please get in touch with our team at cnrecruitment@cn.ca. As an equal opportunity employer, qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law. Please monitor your email on a regular basis as communication to applicants is done via email.