Date daffichag e / Date Posted: 2026-07-07 Pays / Country: Canada Emplacement / Location: CA-QC-LONGUEUIL-J01 ~ 1000 Blvd Marie-Victorin ~ J01 BLDG Titre du poste: Superviseur principal, oprations RH, propos de Pratt & Whitney Canada Pratt & Whitney Canada (P&WC;) est un leader mondial de linnovation arospatiale, dont le sige social est situ Longueuil, au Qubec, depuis 1928.

Nous concevons et fabriquons des moteurs daronefs de nouvelle gnration qui propulsent la plus grande flotte mondiale davions et dhlicoptres dans les segments de laviation daffaires, de laviation gnrale et de laviation rgionale.

Depuis prs de 100 ans, nos quipes sont lavant-garde des technologies de propulsion, repoussant les limites afin de rendre nos moteurs plus performants et fiables.

Nos moteurs soutiennent des missions essentielles, du transport de passagers et de marchandises aux services mdicaux durgence, aux oprations humanitaires et la lutte contre les feux de fort, partout dans le monde.

Un employeur de choix Pratt & Whitney Canada a t reconnue comme lun des meilleurs employeurs au Canada en 2026 selon Forbes, et ce, pour une 11e anne conscutive.

Lentreprise sest galement classe au premier rang des employeurs de lindustrie de larospatiale et de la dfense au pays.

De plus, notre sige social figure toujours parmi les meilleurs employeurs de la rgion de Montral.

Ensemble, ces distinctions confirment notre rputation demployeur de choix Montral, au Canada et lchelle mondiale.

Pourquoi rejoindre lquipe? Le superviseur principal, Oprations RH, est membre de lquipe de leadership au sein dun environnement de services partags People Services.

Il est responsable de la supervision globale des oprations People Services soutenant Pratt & Whitney Canada et Collins Aerospace.

Ce rle assure la gestion quotidienne et la performance dune quipe de prestation de services plusieurs niveaux, en veillant offrir un soutien RH de haute qualit, efficace et ax sur le client aux employs, aux gestionnaires et aux professionnels des ressources humaines.

Le titulaire sappuie sur les indicateurs de performance, les commentaires des clients et les donnes oprationnelles afin de favoriser lexcellence du service, lefficacit oprationnelle et lamlioration continue.

Le superviseur principal traduit les priorits stratgiques en actions oprationnelles, aligne les objectifs de lquipe sur les initiatives de transformation RH et favorise une culture de haute performance centre sur le client.

Relevant de la direction des ressources humaines, il agit comme un lien essentiel entre les quipes de prestation de services de premire ligne, les Centres dexpertise RH, les partenaires daffaires RH et les quipes Technologie RH.

Il veille ainsi une prestation de services cohrente, la rsolution efficace des problmes et une exprience employ harmonieuse dans le cadre dun large ventail de demandes, de transactions et dinitiatives RH lchelle de lentreprise.

Le poste est temps plein du lundi au vendredi selon des horaires flexibles Longueuil et seffectue exclusivement en prsentiel. quoi ressemblera votre quotidien ? Leadership dquipe et dveloppement des talents Diriger, dvelopper et mobiliser une quipe multi-niveaux comprenant des analystes seniors (P2) et des analystes (P1), en favorisant une culture de haute performance, de responsabilisation et dapprentissage continu. tablir des attentes claires en matire de performance ainsi que des plans de dveloppement tous les niveaux, en assurant des pratiques constantes de coaching, de rtroaction et de reconnaissance.

Contribuer la planification de la relve et au dveloppement des talents, en identifiant les employs fort potentiel et en soutenant la cration de parcours de dveloppement professionnel.

Promouvoir la diversit, lquit et linclusion dans lensemble des pratiques de gestion des talents, en assurant un traitement quitable et des opportunits pour tous les membres de lquipe.

Superviser les activits de planification de la main-duvre, incluant le recrutement, lintgration, la planification des horaires et la gestion des capacits.

Excellence du service et gestion des escalades Agir comme autorit descalade principale pour les cas RH complexes, sensibles ou haut risque qui ne peuvent tre rsolus au niveau des superviseurs (M2) ou des analystes seniors (P2).

Sassurer que des processus descalade robustes sont dfinis, documents et appliqus de manire cohrente au sein de lquipe.

Collaborer avec les partenaires daffaires RH, les Centres dexpertise (CoE), les quipes Juridique et Conformit afin de rsoudre les enjeux complexes lis aux relations de travail et aux questions de politiques RH.

Surveiller et exploiter les donnes de satisfaction client afin damliorer de faon mesurable les scores de recommandation (NPS) et la qualit de rsolution des dossiers.

Assurer la rsilience oprationnelle sur lensemble des canaux de service tlphone, courriel, clavardage et portail de gestion des demandes tout en maintenant les standards de continuit des activits.

Technologie, donnes et amlioration continue Favoriser lutilisation efficace de Workday HCM et de Service

Now (SNOW) au sein de la fonction People Services, en soutenant ladoption par les utilisateurs, lefficacit des processus et lintgrit des donnes.

Collaborer avec la fonction RH Digital / Technologie afin didentifier et de soutenir les amliorations des systmes, les opportunits dautomatisation et les amliorations des solutions libre-service et IVR visant accrotre la rsolution au premier contact et rduire le volume de demandes. undefined Assurer lexactitude et lintgrit des donnes et des transactions RH dans Workday et Service

Now, en veillant au respect des exigences daudit, de confidentialit et de conformit rglementaire.

Produire et prsenter des rapports rguliers la direction sur la performance du service, les tendances descalade, la productivit de lquipe et les rsultats des initiatives damlioration continue.

Transformation RH et leadership de projets Reprsenter les oprations People Services dans les initiatives de transformation RH, en apportant une expertise oprationnelle et en soutenant les activits de planification, de conception, de tests et de mise en uvre des projets.

Piloter la mise en uvre oprationnelle des initiatives de centralisation, de standardisation et dautomatisation des processus (p. ex. gestion des absences, lettres demploy, vrifications demploi et processus de cong).

Soutenir les activits de gestion du changement et de communication lies aux volutions du modle de service, aux mises en production de systmes ou aux largissements de primtre.

Collaborer avec les fonctions de formation et de gestion des connaissances afin de sassurer que lquipe dispose de guides de processus jour, de procdures oprationnelles normalises (SOP) et des connaissances systmes ncessaires avant toute modification.

Quest-ce quil vous faut pour russir? Essentielles 5+ annes dexprience progressive en oprations RH, services partags RH, centre de contact ou domaine connexe, incluant une exprience en leadership dans un environnement orient service client.

Baccalaurat en ressources humaines, en administration des affaires, en gestion ou dans un domaine connexe.

Matrise (MBA, matrise en ressources humaines ou quivalent) considre comme un atout.

Exprience dmontre dans la gestion de fonctions de rsolution de cas complexes de niveau Tier 2 ou quivalent dans un environnement de services partags.

Solide connaissance de Workday HCM et Service

Now (SNOW), incluant la gouvernance, la production de rapports et loptimisation des systmes.

Capacit dmontre grer la performance de la prestation de services laide de SLA, KPI, indicateurs de qualit et mesures de satisfaction client.





Exprience de collaboration efficace avec les partenaires daffaires RH, Centres dexpertise, quipes de direction et fournisseurs externes.

Solides comptences analytiques, de rsolution de problmes et de production de rapports, avec capacit interprter les donnes et identifier des opportunits damlioration.

Capacit dmontre soutenir des changements, incluant la centralisation des processus, la mise en uvre de systmes ou la transformation du modle de service.

Capacit travailler avec des informations hautement sensibles et confidentielles avec un jugement professionnel et thique solide.

Ce poste sinscrit dans un environnement de travail francophone et requiert une trs bonne matrise de langlais afin de lire, comprendre et communiquer au quotidien avec des clients, fournisseurs et collgues internationaux.

Leadership oprationnel Dirige et coordonne les oprations People Services afin dassurer latteinte des objectifs de prestation de services, des standards de qualit et des priorits daffaires.

Orientation client Transforme les informations et rtroactions clients en amliorations oprationnelles; quilibre la qualit du service et lefficacitdes cots.

Leadership dquipe Dveloppe des quipes engages et performantes grce au coaching, au dveloppement, la gestion de la performance et la reconnaissance.

Analyse et prise de dcision base sur les donnes Utilise les indicateurs oprationnels, les rtroactions clients et lanalyse des tendances afin didentifier des opportunits, rsoudre des problmes et soutenir lamlioration continue.

Influence et gestion des parties prenantes Dveloppe des relations efficaces avec les partenaires RH, les fonctions daffaires et les partenaires externes afin de soutenir la prestation de services et les objectifs oprationnels.

Agilit face au changement Soutient et contribue la mise en uvre des changements de processus, de technologies et dorganisation, tout en accompagnant les quipes dans ladaptation.

Amlioration continue Applique les mthodologies damlioration continue RTX afin damliorer lefficacit, la qualit, la conformit et la satisfaction client.

Atouts Exprience avec ADP Global

View dans un contexte de services partags li la paie.

Formation ou certification Lean, Six Sigma ou autre en amlioration continue.

Certification CIPD, CHRP ou quivalent en ressources humaines.

Exprience en soutien des initiatives damlioration de processus, de mise en uvre de systmes, dautomatisation ou de transformation des services RH.

Ce que nous offrons Programme de rgime de retraite et dpargne avec cotisation de lemployeur Programme dassurance collective Possibilits davancement (progression de carrire) Programme de mrite ou programme de reconnaissance Programme de sant et bien-tre, y compris la tlmdecine Club rcratif et sportif Garderies proximit Accessibilit en transport ou programme de transport en commun et stationnement gratuit Travailler chez Pratt & Whitney Canada Le masculin est utilis sans discrimination et uniquement dans le but d''allger le texte.

Nous tudierons la demande demploi de tous les candidats qualifis.

Chez Pratt & Whitney Canada, nous allions passion, audace et rigueur pour concevoir, fabriquer et entretenir les moteurs daronefs les plus avancs et les plus fiables au monde.

Notre travail et la qualit de nos produits contribuent au succs de nos clients, qui leur tour sauvent des vies, soutiennent le commerce connectent les communauts et protgent les liberts.

Chez Pratt & Whitney Canada, vous avez loccasion de faire une diffrence tous les jours; Il suffit de lever les yeux. tes-vous prt vous dpasser? Le candidat retenu devra se soumettre une vrification de ses antcdents judiciaires et obtenir toutes les autorisations ncessaires en lien avec la manipulation et le transfert de marchandises contrles.

Loffre demploi est conditionnelle la russite de ces vrifications et lobtention des autorisations requises.

Si ces conditions ne sont pas respectes, loffre demploi sera retire. ****************************************************************************************** Job Title: Senior Supervisor, HR Operations About Pratt & Whitney Canada Pratt & Whitney Canada (P&WC;) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928.

We design and manufacture next-generation aircraft engines that power the worlds largest fleet of business, general aviation, and regional aircraft and helicopters.

For nearly 100 years, our teams have been at the forefront of propulsion technology, pushing boundaries to make flight more efficient and reliable.

Our engines support missions that truly matter, from transporting people and essential goods, to enabling emergency medical services, humanitarian operations, and wildfire suppression around the world.

An Employer of Choice Pratt & Whitney Canada was named one of Canadas Best Employers for 2026 by Forbes, marking the 11th consecutive year the company has earned this recognition.

Pratt & Whitney Canada also ranked #1 employer in the aerospace and defense industry in the country.

In addition, our headquarters continues to be recognized among the top employers in the Montreal region.

Together, these distinctions reinforce our reputation as an employer of choice in Montreal, across Canada, and around the world.

Why Join The Team? The Sr.

Supervisor, HR Operations is a member of the Leadership Team within a Shared Services People Services environment, responsible for the end-to-end leadership of People Services Operations supporting Pratt & Whitney Canada and Collins Aerospace.

This 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.

The Sr.

Supervisor leverages service metrics, customer insights, and operational data to drive service excellence, operational effectiveness, and continuous improvement.

The Sr.

Supervisor translates strategic priorities into operational execution, aligns team objectives with the broader HR transformation agenda, and fosters a high-performing, customer-centric culture.

Reporting to HR leadership, this role serves as a key link between frontline service delivery and HR Centres of Excellence, HR Business Partners, and HR Technology teams, ensuring consistent service delivery, effective issue resolution, and a seamless employee experience across a wide range of HR inquiries, transactions, and enterprise-wide initiatives.

This is a full-time position from Monday to Friday with flexible hours, based in Longueuil , and performed exclusively on-site.

What will your day-to-day look like? Strategic Leadership & Governance Lead the execution and performance of the People Services Operations team, ensuring alignment with People Services priorities, HR Operations objectives, 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 Service

Now (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 initiative 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.

What do you need to be successful? Essential 5+ years of progressive experience in HR Operations, HR Shared Services, Contact Center Operations, or a related function, including leadership experience within a customer-focused environment.

Bachelors 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 Service

Now (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.

Operational Leadership Leads and coordinates People Services operations, ensuring service delivery objectives, quality standards, and business priorities are achieved.

Customer Focus Translates customer insight into operational improvements; balances service quality with cost efficiency.

People Leadership Builds engaged, high-performing teams through coaching, development, performance management, and recognition.

Analytical & Data-Driven Uses operational metrics, customer feedback, and trend analysis to identify opportunities, solve problems, and drive continuous improvement.

Influence & Stakeholder Management Build effective relationships across HR, business functions, and external partners to support service delivery and operational goals.

Change Agility Supports and leads the implementation of process, technology, and organizational changes while helping teams adapt successfully.

Continuous Improvement RTX Continuous Improvement methodologies apply to enhance efficiency, quality, compliance, and customer satisfaction.

Assets Experience with ADP Global View in a shared services payroll-adjacent context.

Lean, Six Sigma, or other Continuous Improvement training or certification. CIPD, CHRP, or equivalent HR qualified qualification.

Experience supporting process improvement, system implementations, automation initiatives, or service transformation projects.

What do we offer? 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 Working at Pratt & Whitney Canada The masculine pronoun is used without discrimination and solely for the purpose of making the text easier to read.

We will consider applications from all qualified candidates.

At Pratt & Whitney Canada, we combine passion, boldness, and precision to design, manufacture, and maintain the most advanced and reliable aircraft engines in the world.

Our work and the quality of our products contribute to the success of our customers, who in turn save lives, support commerce, connect communities, and protect freedoms.

At Pratt & Whitney Canada, you have the opportunity to make a difference every dayjust look up.

Are you ready to go beyond? The selected candidate will be required to complete a criminal background check and any applicable clearances with respect to the handling and transfer of controlled goods.

Employment is conditional upon the successful completion of these checks and obtaining the required clearances.

Failure to do so will result in the withdrawal of the employment offer.

Si vous postulez un emploi via notre page Carrires , l''utilisation de vos informations personnelles par RTX est rgie par .

Cliquezci-dessouspour slectionner la version dans la langue de votre choix.

📌 Superviseur principal, opérations RH / Senior Supervisor, HR Operations (Longueuil)
🏢 Raytheon Technologies
📍 Longueuil