Regional sales leader coaching Sun Life Global Investments’ Western Canada wealth distribution team. Driving sales targets, team development, and investment - product distribution across Calgary and Vancouver.
About the role
- McKesson healthcare executive leading global HR support and workforce administration operations. Driving service delivery, automation, governance, and enterprise HR transformation.
Responsibilities
- Establish and execute a multi-year global strategy for the HR Support Center and Workforce Administration organization
- Design an integrated operating model defining global, regional, and local responsibilities, decision rights, service boundaries, escalation paths, and accountability
- Lead reliable, accurate, timely, and consistent delivery across the global HR support contact center and Workforce Administration teams
- Establish service standards, operating rhythms, performance measures, quality practices, and escalation mechanisms across geographies
- Use demand, case, contact, transaction, quality, productivity, employee experience, and cost data to improve performance and guide decisions
- Strengthen workforce management, capacity planning, knowledge management, quality assurance, and leader routines
- Define and sponsor the technology and automation vision for HR operations
- Build and maintain a transformation roadmap spanning process redesign, workflow automation, AI-enabled capabilities, knowledge, analytics, self-service, case management, and contact-center technologies
- Partner with HR Technology, Digital, Data, Security, and enterprise teams to implement scalable solutions
- Establish governance, controls, testing, adoption measures, and benefits realization for automation and technology investments
- Create a continuous-improvement system to identify root causes, test solutions, scale proven practices, and sustain results
- Establish portfolio-level governance, policies, controls, documentation standards, and performance expectations
- Maintain executive visibility into service risks, control issues, recurring defects, employee impacts, and remediation plans
- Lead, inspire, coach, and develop a geographically distributed organization through senior leaders, managers, and subject-matter experts
- Build an inclusive, high-performing culture and strengthen leadership capability, organizational depth, succession readiness, and critical skills
- Lead teams through operating-model, process, and technology change
- Translate operational themes, service insights, risks, and investment choices into decision-ready recommendations for executives
- Influence enterprise priorities and represent HR support and operations in planning, technology, transformation, and governance forums
- Lead cross-functional initiatives across HR disciplines, geographies, and stakeholder groups
Requirements
- Typically, 15+ years of progressive experience in operations, contact centers, shared services, employee services, HR operations, business operations, or a related discipline
- Typically, 8+ years of senior leadership experience with accountability for leaders, large or complex teams, service delivery, planning, communication, and organizational performance
- Demonstrated experience leading operations and/or a contact center environment
- Experience with high-volume, multi-channel service delivery is required
- Proven success leading geographically distributed teams through managers and senior leaders in a large, matrixed organization
- Demonstrated ability to establish enterprise operating models, service standards, governance, performance measures, workforce plans, budgets, and resource strategies
- Experience defining and delivering complex transformation, automation, technology, or process-optimization initiatives with measurable business outcomes
- Strong understanding of operational risk, controls, privacy, data stewardship, compliance, and business continuity
- Ability to use operational data, service insights, employee feedback, and cost-benefit analysis to shape priorities and improve organizational performance
- Executive-level communication, influence, and change-leadership skills
- Bachelor’s degree in a related field or equivalent experience
- Ability to travel 10–20% of the time
- Preferred: experience with contact-center platforms, case management, knowledge management, workforce management, digital self-service, workflow, analytics, automation, and AI-enabled service capabilities
- Preferred: experience managing outsourced services, vendor-supported operations, or strategic third-party relationships
- Preferred: Lean, Six Sigma, process excellence, service management, or change-management experience
Benefits
- Competitive compensation package
- Annual bonus may be offered
- Long-term incentive opportunities may be offered
- Equal employment opportunities
- Reasonable accommodation for job search or application
- Hybrid work arrangement
- General office demands
- Travel opportunity of 10–20% of the time
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