Superviseur principal, opérations RH / Senior Supervisor, HR Operations

RTX; Longueuil; On-site; CAD 110,000 - 160,000; Full time

Benefits offered by this job

Pension plan

Group insurance

Career advancement

Wellness program

Paid parking

Transit program

Job summary

RTX Canada is seeking a Senior Supervisor, HR Operations to lead the multi-tier People Services team delivering high-quality HR support to employees, managers, and partners across Pratt & Whitney Canada and Collins Aerospace.

You will drive SLA/KPI governance, workforce planning, and transformation initiatives leveraging Workday HCM and ServiceNow, while mentoring a diverse team and upholding data integrity and compliance.

Qualifications

• 5+ years progressive experience in HR operations, HR shared services, or a related function, including leadership experience within a customer-focused environment.
• Bachelor’s degree in human resources, business administration, management, or a related field.
• Master’s degree (MBA, MHR, or equivalent) preferred.
• Demonstrated experience managing Tier 2 or equivalent complex case resolution functions within a shared services environment.
• Strong knowledge of Workday HCM and ServiceNow (SNOW), including governance, reporting, and system optimization.
• Demonstrated ability to manage service delivery performance through KPIs, SLAs, quality metrics, and customer satisfaction measures.
• Experience partnering effectively with HR business partners, centers of excellence, leadership teams, and external vendors.
• Strong analytical, problem-solving, and reporting skills with the ability to interpret data and identify operational improvement opportunities.
• Demonstrated ability to lead changes, including process centralization, system implementation, or service model transformation.
• Ability to work with highly sensitive and confidential information with sound business judgement and ethics.
• This position is part of a French-speaking work environment and requires a very good knowledge of English to read, understand, and communicate on a daily basis with customers, suppliers, and international colleagues.

Responsibilities

• Lead the execution and performance of the People Services Operations team, ensuring alignment with People Services priorities and the broader HR transformation agenda.
• Monitor, and continuously improve service level agreements (SLAs), KPIs, and quality standards across all service channels and workstreams.
• Support the implementation and continuous improvement of the People Services operating model, including scope of services, escalation frameworks, and resolution standards.
• Act as the primary accountable owner for service delivery performance, presenting results and improvement plans to senior HR and business leadership.
• Lead, develop, and inspire a multi-level team including Senior Analysts (P2) and Analysts (P1), fostering a culture of high performance, accountability, and continuous learning.
• Establish clear performance expectations and development plans at all levels, ensuring consistent coaching, feedback, and recognition practices.
• Drive succession planning and talent development, identifying high-potential individuals and creating pathways for career growth.
• Champion diversity, equity, and inclusion across all people management practices, ensuring equitable treatment and opportunity for all team members.
• Oversee all workforce planning activities including recruitment, onboarding, scheduling, and capacity management.
• Serve as the senior escalation authority for complex, high-risk, or sensitive HR cases that cannot be resolved at Supervisor (M2) or Senior Analyst (P2) level.
• Ensure robust escalation pathways are defined, documented, and consistently applied across the team.
• Collaborate with HR Business Partners, Centers of Excellence, Legal, and Compliance to resolve complex employee relations matters and policy questions.
• Monitor and act on customer satisfaction data, driving measurable improvements in Net Promoter Scores (NPS) and case resolution quality.
• Ensure operational resilience across all service channels—phone, email, chat, case management portal—maintaining business continuity standards.
• Drive the effective utilization of Workday HCM and ServiceNow (SNOW) across the People Services function, promoting user adoption, process efficiency, and data integrity.
• Partner with the HR Digital / Technology function to identify and support system enhancements, automation opportunities, and IVR/self-service improvements that increase first-contact resolution and reduce case volume.
• Lead continuous improvement initiatives by embedding RTX CI tools and methodologies across the team and identifying opportunities to reduce cost-per-contact and improve efficiency.
• Ensure the accuracy and integrity of HR data and transactions within Workday and SNOW, maintaining compliance with audit, privacy, and regulatory requirements.
• Produce and present regular management reporting on service delivery performance, escalation trends, team productivity, and continuous improvement outcomes.
• Represent People Services Operations in HR transformation initiatives, providing operational expertise and supporting project planning, design, testing, and implementation activities.
• Lead the operational implementation of process centralization, standardization, and automation initiatives (e.g., absence management, employee letters, employee verifications, and Leave of Absence processes).
• Oversee change management and communication activities associated with service model changes, system go-lives, or scope expansions.
• Collaborate with training and knowledge management functions to ensure the team is equipped with up-to-date process guides, SOPs, and system knowledge ahead of any change.

Skills

HR operations leadership

Workday HCM

ServiceNow

KPIs & SLAs

Data analytics

Cross-functional collaboration

English proficiency

Education

Bachelor's degree in HR/Business/Management

Master's degree (MBA/MHR) preferred

Tools

Workday HCM

ServiceNow

Job description

Senior Supervisor, HR Operations is a key member of the leadership team within the Shared Services People Services environment. The role oversees the day‑to‑day operations and performance of a multi‑tiered service delivery team, ensuring the provision of high‑quality, efficient, and customer‑focused HR support to employees, managers, and HR professionals across Pratt & Whitney Canada and Collins Aerospace.

Responsibilities

• Strategic Leadership & Governance
  • Lead the execution and performance of the People Services Operations team, ensuring alignment with People Services priorities and the broader HR transformation agenda.
  • Monitor, and continuously improve service level agreements (SLAs), KPIs, and quality standards across all service channels and workstreams.
  • Support the implementation and continuous improvement of the People Services operating model, including scope of services, escalation frameworks, and resolution standards.
  • Act as the primary accountable owner for service delivery performance, presenting results and improvement plans to senior HR and business leadership.
• Team Leadership & People Development
  • Lead, develop, and inspire a multi‑level team including Senior Analysts (P2) and Analysts (P1), fostering a culture of high performance, accountability, and continuous learning.
  • Establish clear performance expectations and development plans at all levels, ensuring consistent coaching, feedback, and recognition practices.
  • Drive succession planning and talent development, identifying high‑potential individuals and creating pathways for career growth.
  • Champion diversity, equity, and inclusion across all people management practices, ensuring equitable treatment and opportunity for all team members.
  • Oversee all workforce planning activities including recruitment, onboarding, scheduling, and capacity management.
• Service Delivery Excellence & Escalation
  • Serve as the senior escalation authority for complex, high‑risk, or sensitive HR cases that cannot be resolved at Supervisor (M2) or Senior Analyst (P2) level.
  • Ensure robust escalation pathways are defined, documented, and consistently applied across the team.
  • Collaborate with HR Business Partners, Centers of Excellence, Legal, and Compliance to resolve complex employee relations matters and policy questions.
  • Monitor and act on customer satisfaction data, driving measurable improvements in Net Promoter Scores (NPS) and case resolution quality.
  • Ensure operational resilience across all service channels—phone, email, chat, case management portal—maintaining business continuity standards.
• Technology, Data & Continuous Improvement
  • Drive the effective utilization of Workday HCM and ServiceNow (SNOW) across the People Services function, promoting user adoption, process efficiency, and data integrity.
  • Partner with the HR Digital / Technology function to identify and support system enhancements, automation opportunities, and IVR/self‑service improvements that increase first‑contact resolution and reduce case volume.
  • Lead continuous improvement initiatives by embedding RTX CI tools and methodologies across the team and identifying opportunities to reduce cost‑per‑contact and improve efficiency.
  • Ensure the accuracy and integrity of HR data and transactions within Workday and SNOW, maintaining compliance with audit, privacy, and regulatory requirements.
  • Produce and present regular management reporting on service delivery performance, escalation trends, team productivity, and continuous improvement outcomes.
• HR Transformation & Project Leadership
  • Represent People Services Operations in HR transformation initiatives, providing operational expertise and supporting project planning, design, testing, and implementation activities.
  • Lead the operational implementation of process centralization, standardization, and automation initiatives (e.g., absence management, employee letters, employee verifications, and Leave of Absence processes).
  • Oversee change management and communication activities associated with service model changes, system go‑lives, or scope expansions.
  • Collaborate with training and knowledge management functions to ensure the team is equipped with up‑to‑date process guides, SOPs, and system knowledge ahead of any change.

Qualifications

• 5+ years progressive experience in HR operations, HR shared services, contact center operations, or a related function, including leadership experience within a customer‑focused environment.
• Bachelor’s degree in human resources, business administration, management, or a related field.
• Master’s degree (MBA, MHR, or equivalent) preferred.
• Demonstrated experience managing Tier 2 or equivalent complex case resolution functions within a shared services environment.
• Strong knowledge of Workday HCM and ServiceNow (SNOW), including governance, reporting, and system optimization.
• Demonstrated ability to manage service delivery performance through KPIs, SLAs, quality metrics, and customer satisfaction measures.
• Experience partnering effectively with HR business partners, centers of excellence, leadership teams, and external vendors.
• Strong analytical, problem‑solving, and reporting skills with the ability to interpret data and identify operational improvement opportunities.
• Demonstrated ability to lead changes, including process centralization, system implementation, or service model transformation.
• Ability to work with highly sensitive and confidential information with sound business judgement and ethics.
• This position is part of a French‑speaking work environment and requires a very good knowledge of English to read, understand, and communicate on a daily basis with customers, suppliers, and international colleagues.

Benefits

• Pension and savings plan with employer contributions
• Group insurance program
• Opportunities for advancement (career progression)
• Merit or recognition program
• Health and wellness program, including virtual health care
• Recreational and sports club
• Nearby daycares
• Transportation accessibility or public transit program and free parking

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.