Hiring Salary Range : $ 85,500.00 - 112,000.00
This range represents the hiring range. Salaries are determined individually depending on skills and experience. You will also be eligible to an annual bonus, employee share investment program (ESIP), Pension, Benefits, Railroad Retirement Benefits (RRB) and other perks.
At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you're part of making sure our business is running optimally and safely―helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us!
**Job Summary:**
The Supervisor, HR Support Center oversees a team responsible for managing and resolving employee and client inquiries (at the Tier 1 level) efficiently and accurately. This role ensures that all inquiries are addressed promptly while maintaining high standards of service. The Supervisor also provides coaching and guidance to the team, fostering continuous improvement in response times and customer satisfaction.
**Major Responsibilities:**
**SERVICE DELIVERY & INQUIRY MANAGEMENT**
- Ensure high-quality service delivery by providing guidance, monitoring performance, and implementing process improvements to enhance customer satisfaction
- Oversee the handling of HR inquiries from employees and managers, ensuring timely and accurate responses in line with HR policies, procedures and SLAs
- Act as a point of escalation for complex or sensitive inquiries, providing expert guidance to resolve issues satisfactorily (escalating further as required)
- Ensure that all inquiries are handled in compliance with organizational policies, legal requirements, and data privacy regulations
**CONTINUOUS IMPROVEMENT & OPERATIONAL EFFICIENCY**
- Track and evaluate team performance against established KPIs and SLAs
- Prepare and present reports on inquiry volumes, response times, and resolution rates, highlighting trends and areas for improvement
- Implement improvements to enhance service delivery and operational efficiency
- Collaborate with other People Services HR Support (Tier 1 and Tier 2) teams to streamline procedures and reduce response times
- Ensure continuous improvement activities are undertaken on a reasonable cadence (e.g., feedback is reviewed, processes/tools are updated as required)
**TEAM MANAGEMENT**
- Coach direct reports to align them with broader CN HR strategy and vision, and ensure they understand the complexities and needs of the customers they are supporting
- Manage and mentor direct reports including day-to-day people management responsibilities, and ensure the team collaborates effectively and maintains strong performance and results (e.g., meets expected KPOs/KPIs)
**Working Conditions:**
The role operates in a standard office environment within a 24/7 structure. Scheduling flexibility is critical for this role. While standard hours will generally apply, there may be instances where evening, weekend, or holiday coverage is necessary to fulfil operational requirements. The position may also require participation in an on-call rotation. Due to the nature of the role, the incumbent must be able to meet tight deadlines and effectively manage pressure and stress in a fast-paced setting.
**Skills / Functional Knowledge:**
**HR Competencies**
- Maintains a Results Oriented approach to ensure goals are achieved and performance targets are met.
- Leverages Data Insights to guide decision-making and improve operational effectiveness.
- Demonstrates a strong focus on Customer Centricity to enhance the overall customer experience.
- Takes a Solution Oriented approach to identify and resolve challenges in a timely manner.
- Practices Effective Communication to ensure clear and concise information is shared with all stakeholders.
**HR Knowledge & Expertise**
- Follows a Process Driven approach to ensure efficiency, consistency, and quality in all tasks.
- Demonstrates a strong Digital Mindset & HR Technology Proficiency to effectively utilize modern tools and systems in HR operations.
**Education / Certification / Experience:**
- Bachelor's degree in Human Resources, Business Administration, or a related field.
- 3-5 years of experience in HR, HR operations, or HR service delivery.
- Experience with HRIS systems, ticketing systems, and other HR technology tools (e.g., ServiceNow,).
- Strong understanding of HR policies and procedures, with the ability to provide guidance and resolve inquiries effectively.
- Communicate effectively in English and in French (written & oral)*
*Any knowledge for any of the above would be considered as an asset.
**About CN**
CN is a premium railroad that sustainably generates value for our customers, shareholders, employees, and stakeholders with an unwavering commitment to safety and service. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. CN's network connects Canada's Eastern and Western coasts with the U.S. South through a 20,000-mile rail network. CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN powers the North American economy and is committed to programs supporting social responsibility and environmental stewardship.
At CN, we are dedicated to building North America's safest ( , most inclusive ( and sustainable ( railroad, which includes reflecting the communities in which we operate. Research shows that candidates often don't apply unless they feel they fit the job posting at 100%. To all potential applicants, even if you don't meet every job requirement listed in a posting, we still encourage you to apply. If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please get in touch with our team at **
[email protected]** .
As an equal opportunity employer, qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, and other protected status as required by applicable law.
Please monitor your email on a regular basis as communication to applicants is done via email.