AVP HR Service Delivery & Technology

Mackenzie Financial Corporation; Toronto; Hybrid; CAD 150,000 - 230,000; Full time

Benefits offered by this job

Competitive pay

Health & dental coverage

Wellness days

Hybrid work

Pension plan

Diversity & inclusion

Job summary

Mackenzie Investments seeks a transformative leader to design and deliver an integrated HR services model, balancing human touch with automated, scalable processes. You will shape the technology roadmaps, partner with HR leadership, and drive governance and accountability across the function.

You will guide teams across HR operations, technology and risk to improve the employee experience, ensure compliance, and enable high-value work.

Qualifications

• Undergraduate degree in HR, Business Admin or related field.
• 12+ years of progressive leadership in HR operations, service delivery or HR tech.
• Experience in service ownership, operating model design and governance.
• Strong change leadership and executive influence across functions.
• Experience with experience-led design to improve service delivery.
• CHRP, CHRL or equivalent HR designation, completed or in progress.

Responsibilities

• Lead future HR service delivery model and scalable self-service.
• Translate priorities into an integrated HR tech roadmap (SAP SF, ServiceNow).
• Oversee HR technology portfolio, ensure platform health and value realization.
• Set service standards and measure case resolution, risk, and quality.
• Build partnerships across HR, Tech, Risk, Legal, Compliance and business.
• Lead HR Services & Technology organization and develop leaders and capabilities.

Skills

Leadership

HR operations

HR technology

Service delivery

Change management

Governance

Executive influence

HR design thinking

Education

CHRP/CHRL designation

Tools

ServiceNow

SAP SuccessFactors

ITIL

Job description

Job Description

Mackenzie Investments

IGM Financial Inc. is a leading wealth and asset management company in Canada, managing approximately $310 billion in assets as of December 31, 2025. It offers financial planning and investment services to over two million Canadians through IG Wealth Management and Mackenzie Investments.

Mackenzie Investments, founded in 1967, is a key part of 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 the fourth consecutive year and one of Canada’s Best Diversity Employers. Our vision and strategy aim to innovate the industry and support Canadians in achieving their financial goals.

Join our team to engage in 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, connecting, collaborating, and enjoying quality time with your amazing colleagues! Our Values: Be better; we strive for improvement in everything we do. Be accountable; we foster clarity and are empowered to act responsibly. Be a team; we are united to drive collective impact to achieve our goals.

The Role: This is an opportunity to shape how HR works and how people experience HR at IGM. As AVP, HR Services Delivery and Technology, you will help turn our future-state service model into a practical, multi-year roadmap and lead the evolution of the technology and services that support it.

You will bring together HR service delivery, HR operations and HR technology so that people can find answers, complete transactions and access support with less friction. You will work closely with the HR Leadership Team, HR Centres of Expertise, Technology, Risk, Legal, Compliance and business leaders to simplify work, clarify ownership and use technology where it creates real value.

Your work will directly influence employee and leader experience, service quality, operational efficiency and HR’s capacity to focus on higher-value work. It is a role for a leader who is comfortable connecting strategy to execution and building the capabilities, governance and teams needed to make change stick.

Key Responsibilities:

• Partner with HR Leadership and the Centres of Expertise to implement the future service model, moving appropriate work into scalable self-service, automated and centralized delivery while maintaining clear tiering, ownership and escalation paths.
• Translate HR priorities into an integrated roadmap across SAP SuccessFactors, ServiceNow and other HR platforms. Reduce fragmentation, duplicate entry and unnecessary hand-offs so HR feels like one connected experience.
• Lead the implementation and ongoing evolution of ServiceNow as HR’s digital front door. Simplify processes, strengthen knowledge management and expand automation and AI-enabled services while preserving appropriate controls and human judgment for complex or sensitive matters.
• Provide business leadership and oversight for the HR technology portfolio, holding internal teams and delivery partners accountable for execution, platform health, adoption and value realization.
• Set meaningful service standards and measures for case resolution, service levels, experience, quality and risk. Use operational data and feedback to identify root causes, reduce recurring demand and continuously improve services.
• Build effective partnerships across HR, Technology, Risk, Legal, Compliance and the business. Operationalize agreed governance and decision rights, and lead the change required to adopt new ways of working.
• Lead a multidisciplinary HR Services & Technology organization and develop the leaders, digital, service and analytical capabilities needed to operate as an integrated, employee-focused function.

Required Qualifications:

• Undergraduate degree in Human Resources, Business Administration or a related field.
• 12+ years of progressive leadership experience in HR operations, service delivery, HR technology or a related field within a large, complex organization, including enterprise transformation and team leadership.
• Demonstrated experience in service ownership, operating model design, technology roadmap ownership, data-led service leadership, and risk and governance leadership.
• Strong change leadership and executive influence, with the ability to work across functions and establish clear accountability and decision rights.
• Experience using experience-led design thinking to improve service delivery and the people experience.
• CHRP, CHRL or equivalent HR designation, completed or in progress..

Preferred Qualifications:

• Experience in financial services or another regulated environment.
• Experience leading an HR technology portfolio and/or a shared-services or service-delivery transformation.
• Experience with ServiceNow HRSD or a comparable enterprise service-management platform.
• Experience in digital product management and AI or automation implementation.
• Lean, Six Sigma or service-management certification such as ITIL.

As this position is posted in Montréal, Toronto and Winnipeg, we specify that bilingualism (French, English, both oral and written) is required for Quebec only for the frequent interactions with English.

Benefits:

• COMPETITIVE COMPENSATION & RECOGNITION: competitive base salary, performance-weighted bonus, education/career support, option to join Employee Share Purchase Plan with employer matching component.

• EMPLOYEE BENEFITS & INSURANCE:competitive health and dental coverage, flexible plan for you and your family and short-term & long-term disability plans.

• RETIREMENT SAVINGS PROGRAMS: voluntary Defined Contribution Pension Plan

• WORK LIFE BALANCE: paid volunteer days, competitive time off, including 10 wellness days off, WorkPerks discount program, hybrid & flex work arrangements.

• INCLUSIVE CULTURE AND DIVERSITY: living our core values: Be a Team, Be Accountable, Be Better, engaging with community through Business Resource Groups (BRG communities are volunteer employee-led groups formed around a common interest, identity, or background).

IGM is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.

Mackenzie Investments is an accessible employer committed to providing barrier-free recruitment experience. If you require accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.

Please apply before November 13 2026.