HR Advisory Manager

About Us

Peninsula is the global leader in HR and Health & Safety consultancy and software, supporting over 140,000 businesses worldwide. With more than 40 years of experience and offices across Canada, the UK, Australia, and New Zealand, we help business owners stay compliant, protect their people, and grow with confidence.

In Canada, our growth has been nothing short of exceptional. In just 8 years, Peninsula Canada has become the leading provider of HR & OHS solutions, now supporting over 6,500 Canadian businesses nationwide. We are also proud to be Great Place To Work® Certified, reflecting our commitment to our people, culture, and career development.

To manage the Toronto HR Advisory and Employment Documentation teams, ensuring that both our clients and advisors have the best possible experience. To ensure the team is highly motivated and performing to exceptional levels to provide excellent client experience.
This is an existing vacancy. This is an on-site role.

• Drive the coaching initiative within the department, ensuring advisors receive the necessary coaching and support achieving continuous improvement in quality across the department
• Build and maintain an effective, cohesive and motivated service function, providing leadership and support to team members, colleagues and peers
• Identify training needs, themes and trends as well as areas for improvement and communication of these across the department
• Develop, and implement a strategy to ensure there is strong technical knowledge across the department with high quality service provided incorporating best practice and fresh thinking ensuring to support employee and client retention
• Proactively collaborate with management to design, develop and implement a portfolio of development strategies and initiatives to support business needs
• Undertake training with new and existing members of the team as identified through coaching, QA audits and in line with our learning and development framework
• Promote awareness of additional services within the Group and subsequently drive referrals within the department
• Effectively manage all Advisor workloads, in line with departmental requirements, to ensure that we efficiently respond to client queries
• Monitor and review Advisors' overall performance activity on a daily basis, providing detailed periodical reports as required
• Prepare departmental reports as required.
• Coordinate the preparation of weekly rotas (including overtime / out of hours) to ensure the contact centre service is effectively covered 24/7
• Assist and lead in any recruitment and interviews for the department ensuring that staffing levels are maintained, and staff attrition is reduced
• Deal with client complaints and any service issues in a timely manner ensuring that a satisfactory conclusion is reached on all occasions
• Promote awareness of additional service offerings and drive referrals within the department
• Conduct, where necessary any formal performance meetings such as disciplinary as necessary to provide the relevant outcomes in line with the Employee Handbook

Carry out any other tasks deemed necessary by the Management Team

• Education:
  
  University/College degree.
• Certification:
  Member in good standing with the provincial HR association (e.g. HRPA or CPHR BC)
• Designations:
  Must have or be working towards CHRP, CHRL or CPHR
• Professional Background: 1-2 years in an HR Advisory role.
• Managerial Background:
  Excellent contact Centre operations and people management experience.

• A passion for coaching and developing others
• Excellent contact centre operations and people management experience
• Strong contact centre KPI’s, reporting and performance metrics and analytics experience
• A “can-do” attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall
• Strong organization and time management skills
• Excellent people management skills
• Ability to work in a fast-paced contact centre environment
• A dynamic and flexible approach, as well as the ability to work under pressure
• Excellent…