Job Title

Senior Manager, People Services & HR Operations (Shared Services)

Responsibilities

- Lead, engage and develop the People Services team in Canada, providing clear goals, coaching and regular feedback to build a high‑performing, customer‑focused team.
- Oversee day‑to‑day HR service delivery across the employee lifecycle (onboarding, job and organizational changes, benefits and leave administration, employee data and documentation, offboarding and employee inquiries).
- Drive service adoption: build strong relationships with leaders, HRBPs and line managers, promote People Services channels and processes, and influence stakeholders to use the standard service model.
- Act as primary People Services point of contact for Canadian senior stakeholders, proactively gathering feedback, addressing concerns and aligning expectations.
- Ensure cases are managed within agreed service levels, with a strong focus on quality, first‑time‑right resolution, and employee/manager experience.
- Drive alignment with RTX global People Services standards while accounting for the specific needs of RTX in Canada and Canadian regulatory requirements.
- Own and continuously improve standard operating procedures, knowledge articles and process documentation for Canada, ensuring they are up to date, easy to use and aligned to RTX governance.
- Leverage Workday and the case management tool to ensure data integrity, effective controls and efficient workflows; identify opportunities to simplify, automate and standardize.
- Monitor and communicate key performance indicators (case volumes, turnaround time, quality, adoption and usage, employee and manager satisfaction)



and use data to prioritize improvements and resource planning.
- Partner closely with Payroll, Total Rewards, Talent Acquisition, Labour Relations and HR Business Partners to ensure seamless hand‑offs and consistent messaging to employees and managers.
- Ensure People Services activities comply with Canadian and provincial employment legislation (including Quebec), collective agreements where applicable, and RTX policies.
- Act as an escalation point for complex employee or manager issues, balancing risk, compliance and employee experience and engaging COEs/Legal as needed.
- Contribute to and/or lead Canadian and global projects.

Qualifications

- Bachelor’s degree in Human Resources, Business Administration or a related field; HR professional designation (e.g., CHRP/CPHR) an asset.
- 7–10 years of progressive experience in HR operations, People Services or HR shared services, including 3–5 years leading a team in a complex, matrixed organization.
- Experience supporting a large, unionized and non‑unionized workforce in Canada, ideally in aerospace, manufacturing or a similar industrial environment.
- Proven experience in stakeholder management: ability to build credibility with senior leaders,



influence decision‑making and manage conflicting priorities while protecting the standard service model.
- Strong knowledge of Canadian and provincial employment legislation (including Quebec), HR policies and practices, and comfort operating in a highly regulated environment.
- Hands‑on experience with Workday (or similar enterprise HRIS) and an HR case/ticketing management system (e.g., ServiceNow).
- Demonstrated track record in driving process standardization, continuous improvement and increased adoption of shared services/People Services.
- Excellent communication skills (written and verbal) and the ability to adapt messages to different audiences (employees, managers, HR, senior leadership).
- Strong problem‑solving skills, resilience and the ability to manage multiple priorities in a fast‑paced environment.
- Work experience in a French‑speaking setting; strong English reading and writing required.

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

Equal Employment Opportunity Statement

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.

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📌 Gestionnaire principal(e), Services aux employés et opérations RH (services partagés) / Senior [...]
🏢 Prattwhitney
📍 Longueuil