Overview At KPMG in Canada, our people bring their unique perspectives to Canada's most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a difference. The HR Delivery Centre leverages onshore and offshore resources, outsourcing and HR Automation (RPA, AI and ServiceNow) (e.g. employee self-service) to deliver operational excellence in meeting SLAs including timeliness and accuracy, compliance and internal customer satisfaction. The Senior Coordinator will share in the responsibility in the effective and efficient delivery of support to the Firm employees and Partners, retired employees and partners, HRLTs (including HRC/FHRLs), Centre of Excellence HR teams, hiring managers on general HR matters. This position reports to the Manager, HR Service Delivery. What you will do 40%
- Operations management/ managing enquiries and correspondence
- Act as the first point of escalation for the Offshore HRDC team in providing guidance to delivery productive and accurate support surrounding National HR policy and program process or procedure questions.
- Address routine questions directly, while escalating only complex or contentious matters to the Manager or Senior Manager, HR Delivery Centre, as necessary.
- Lead daily team calls, summarizing takeaways and sharing's back to the team via appropriate channels.
- Support the prioritization and allocation of work for the team.
- Case management support when volumes are high and/or on complex cases. 20%
- Insights and reporting
- Collect and analyze data measuring Service Level Agreements (SLAs) and KPIs of the work performed by the HRDC onshore team and identify areas for improvement,



escalating breaches to the Manager, HR Service Delivery.
- Present regular reports on service delivery performed to management. 15%
- Quality control reviews
- Conduct regular quality control reviews of HRDC processes
- Supervise, coordinate and oversee the work and quality performed by the HRDC onshore team, working with established operational systems (i.e. Standard Operating Procedures (SOPs), and in line with set Key Performance Indicators (KPIs). 10%
- Continuous improvement
- Analyze HRDC processes to identify inefficiencies and recommend solutions for improvement.
- Identify opportunities for automaton and/or offshoring and support the implementation of process improvements to enhance efficiency and contribute to service delivery optimization goals
- Support change initiatives related to service delivery optimization, ensuring smooth transitions and minimal disruption and communicate changes effectively to the HRDC team and stakeholders, addressing any concerns or resistance. 10%
- Document management
- Support the creation and maintenance of HRDC onshore Standard Operating Procedures (SOPs) and knowledge articles, compliant with Firm policies and procedures
- Create and maintain process maps to visualize workflows and enhance understanding of HRDC operations.
- Cascade updated SOPs, knowledge articles and process updates to the team via appropriate channels.




- Leverage established communication protocols to facilitate smooth information flow within the team and with stakeholders. 10%
- Organizational capability building
- Provide coaching to the HRDC onshore team members to develop their skills and ensure the team is trained on standardized processes and tools. 5%
- Other projects/duties as assigned. What you bring to the role
- Bachelors or post-graduate degree in HR, operations or related field.
- CHRP or CHRLP designation preferred.
- 3-5 years work experience in human resources or operations.
- Specialized knowledge of HR policies and programs.
- Excellent English (oral and written) communication skills, French communication skills an asset.
- Service delivery focus-experience in roles that emphasize service delivery or a shared services model.
- Supervisory / team lead experience preferable.
- Contributes to process and operational improvements and manage related change management activities.
- Knowledge and experience related to the development, compilation, analysis and presentation of data, reports, and documentation of workflow processes.
- Perform well under pressure and demonstrate adaptability in managing unexpected situations.
- Demonstrate strong leadership and relationship building skills and the ability to work well both independently and in a team environment.
- Strong interpersonal, organizational, analytical, decision making, problem solving, verbal and written communication skills.
- Proficiency with MS Office and case management technology.
- Knowledge and experience with automated technologies in HR processes (i.e. Blue Prism, ServiceNow, AI) an asset. KPMG Ontario Region Pay Range Information The expected base salary range for this position is $55,000

📌 Senior Coordinator, HR Delivery Centre (Toronto)
🏢 KPMG International
📍 Toronto