Role OverviewWe are seeking a strategic Director, People & Culture Operations to lead our Global P&C Operations team. Reporting to the VP, Total Rewards & Technology, you will oversee a large global team of professionals responsible for delivering the team member life‐cycle journey, including payroll and accounting functions, benefits administration and tools, time management, and support of our contact centre. Leveraging Workday, your team plays a critical role in the end‐to‐end lifecycle of the team member experience across our organization.Role DescriptionThis role requires a unique blend of operational excellence, deep payroll expertise, technological & AI acumen, and strategic vision to ensure seamless delivery of people services while driving continuous improvement and innovation. You will be accountable for ensuring accurate, compliant, and efficient operations with an immediate focus on optimizing HR operations.Key ResponsibilitiesLead and optimize end‐to‐end People & Culture operations, utilizing SAP and Workday systemsOversee a large team of operations professionals in the HR, Payroll and Benefits areas of expertise, fostering a culture of service excellence and continuous improvementEnsure accurate, timely, and compliant payroll services for team members, including all related government reporting and complex scenarios in equity, executive compensation and benefitsLead the AskP&C team member support function, ensuring exceptional service delivery for team members via a variety of intake channelsDevelop and monitor operational metrics, SLAs, and KPIs to measure effectiveness, identify trends, and drive data‐informed decision‐makingPartner with cross‐functional teams including Pension & Benefits, Compensation, Talent Acquisition, Learning & Development, Systems, Analytics and Business Partners to ensure seamless operational supportEnsure compliance with employment legislation, privacy laws, employee tax regulations, and internal and external audit requirements across operational processesLead vendor management for payroll providers, HRIS platforms, and service delivery partners, ensuring optimal performance and valueDesign and implement process improvements, automation initiatives, and self‐service capabilities to enhance efficiency of the team,



including laser focus on leader and team member experienceLead change management initiatives for system implementations, process transformations, and organizational transitions that impact team membersDevelop business continuity and disaster recovery plans for critical P&C operations systems and processesProvide strategic insights and reporting to senior leadership on operational performance, risks, and opportunitiesQualificationsOperational Excellence: Proven ability to design, implement, and optimize complex HR operations at scale with focus on accuracy, efficiency, experience and complianceTechnology Leadership: Deep expertise in HR technology platforms with ability to drive digital transformation and leverage technology for operational improvement. Experience in multi‐system environments is optimalStrategic Vision: Ability to balance day‐to‐day operational demands with long‐term strategic planning and global scalabilityService Orientation: Commitment to exceptional team member experience with customer‐centric mindset and service delivery excellenceAnalytical Thinking: Advanced analytical and problem‐solving abilities with comfort using data to drive decisions and measure outcomesStakeholder Management: Exceptional ability to collaborate across functions and influence stakeholders at all organizational levelsChange Leadership: Proven success leading large‐scale transformations, system implementations, and organizational change initiativesCommunication Skills: Outstanding written and verbal communication with ability to translate complex operational concepts for diverse audiencesVendor Management: Strong negotiation and relationship management skills with external service providersKey ValuesLeadership courage to try new ideas, have difficult conversations,



make tough decisions and identify and action on key opportunitiesEmbrace change with the ability to adapt quickly to evolving dynamics and thrive in ambiguityA passion for growth demonstrating the agility required to respond to market conditions with speed and enthusiasmSpirited teamwork including the ability to listen to, empathize with, connect with and inspire all levels across the organizationSmart collaborator consistently identifying the most effective approach to engage the right people to drive the best outcomes for our businessRequired Professional Designation/CertificationUniversity DegreeHuman Resources Professional designationPayroll Compliance Practitioner (PCP) or Payroll Leadership Skilled (PLP) from National Payroll Institute (strongly preferred)HRIS certification (e.G., Workday, SuccessFactors certification) relevant to organization's technology stack (strongly preferred)Required ExperienceMinimum 12‐15 years of progressive experience in HR operations, with at least 5‐7 years in senior leadership rolesExtensive experience leading large‐scale HR and payroll operations with multiple platformsProven track record implementing and optimizing enterprise HRIS platforms (Workday, SuccessFactors or similar)Deep expertise in payroll compliance including multi‐regions requirements, regulations, and statutory reportingDemonstrated success building and leading large operations teams with focus on service delivery excellenceStrong background in HR service delivery, case management systems, team member support operations, and team member experienceProven experience with process automation, digital transformation, and self‐service technology implementationTrack record of successful vendor management including RFP processes, contract negotiation, and performance managementExperience with data analytics, reporting tools, and operational dashboards (PowerBI, Tableau or similar)Background in change management and large‐scale organizational transformation initiativesAdditional Language RequirementAdvanced knowledge of English is required, because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.) and internal parties (colleagues, internal partners, stakeholders, etc.) as part of this position's main responsibilities, given its national scope. #J-18808-Ljbffr

📌 Director - People & Culture Operations (Global) (Toronto)
🏢 Telus
📍 Toronto