HR Services Contact Center Manager, Payroll

Req Id: 423087

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. Its all developed and delivered by the members of #TeamBell and were always on the lookout for people with great skills and experiences.

We value diversity and provide a supportive, inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

Be at the centre of Bells transformation and growth on the Corporate Services team. Enabling our industry-leading businesses requires many teams working collaboratively, such as Corporate Security & Responsibility, Corporate Communications, Human Resources, Procurement, Strategic Business Transformation and Real Estate. Youll be part of guiding strategic vision and hands-on delivery of the business to drive our business forward and support groups and team members across the entire organization.

At Bell, your insights and experience will make an impact in bringing the best digital connections and next generation services to Canadians. Join us as we transform from a traditional telecommunications company to tech services and digital media leader.

Summary

HR Services at Bell Canada is seeking a highly skilled and motivated individual to join our team as an HR Services Contact Center Manager in charge of leading the frontline payroll team. In this role, you will be responsible for leading and managing a team of payroll specialists in our contact center. The successful candidate will ensure the smooth and efficient operation of frontline payroll services, while maintaining a high level of customer satisfaction. This is a challenging and rewarding opportunity for a client focused individual with excellent leadership, communication, and problem-solving skills.

Key Responsibilities

• Team Leadership: Lead a team of frontline payroll specialists by providing guidance, coaching, and performance management. Foster a positive work environment, promote teamwork, and encourage professional growth among team members.
• Customer Experience: Ensure exceptional customer experience delivery by monitoring the quality and efficiency of frontline payroll services provided by the contact center team. Address customer inquiries, resolve escalated issues, and proactively identify opportunities to enhance customer experience.
• Payroll Operations: Oversee the day-to-day contact center payroll operations, ensuring accurate and timely response to client questions and the processing of payroll tasks for a large employee base. This includes managing employee data, calculating wages, deductions, and benefits, resolving payroll discrepancies, and adhering to legal and regulatory requirements.
• Knowledge base and process Improvement: Continuously evaluate and improve payroll content (FAQ), processes, systems, and procedures to optimize efficiency, accuracy, and compliance. Identify areas for automation and implement technology solutions to streamline payroll operations.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to track the performance of the payroll contact center team. Analyze data and generate reports to identify trends, areas of improvement, and performance gaps. Develop action plans to address any identified issues and drive performance towards established goals.
• Collaboration: Collaborate with cross-functional teams, such as HR, Finance, and IT, to ensure alignment and integration of payroll processes and data. Participate in meetings, projects, and initiatives related to payroll system upgrades, regulatory changes, and process enhancements.
• Compliance and Risk Management: Stay updated on relevant labor laws, tax regulations, and industry best practices related to payroll processing. Ensure compliance with internal policies, procedures, and external regulatory requirements. Mitigate risks associated with payroll operations and maintain data confidentiality and security.

Critical Qualifications

• Bachelor's degree in Human Resources, Accounting, Business Administration, or a related field. Relevant professional certifications (e.g., Certified Payroll Manager)
• Relevant HR/LR experience (5 years)
• Strong leadership abilities with a track record of building and developing high-performing teams.
• Excellent communication skills, both verbal and written, with the ability to interact effectively with employees at all levels and customers.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Demonstrated ability to drive process improvement initiatives and optimize operational efficiency.
• Strong attention to detail, organizational skills, and ability to manage multiple priorities in a fast-paced environment.
• Flexibility to adapt to changing business needs and work schedules as required.
• In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada

An Asset

• Experience in managing payroll operations and leading teams in a contact center or similar environment.
• Comprehensive knowledge of payroll processes, tax regulations, and employment legislation in Canada.
• Proficiency in payroll software and systems. Experience with SAP, ADP or other enterprise payroll systems is preferred.

#EmployeeReferralProgram

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type:Management

Job Status:Regular - Full Time

Job Location:Canada : Quebec : Montreal

Work Arrangement:Hybrid

Application Deadline:04/18/2025