HR Advice Team Manager

As the HR Advice Team Manager, you will lead our Toronto-based consulting teams to deliver a world-class service experience. Your mission is to cultivate a high-performance culture, ensuring our advisors are motivated, technically proficient, and dedicated to providing exceptional support to our clients.

Work environment: 5 days in office, Downtown Toronto off Union station

Working hours: rotating shifts between 9-5:30pm / 12-8:30pm EST

Job Overview

You will oversee the daily operations and output of a fast-paced HR advisory contact center. By managing performance through coaching and data-driven insights, you will ensure all KPIs and quality standards are met. Your goal is to inspire your team to build meaningful client relationships and deliver high-value HR solutions.

Key Responsibilities

Team Leadership & Development

• Performance Coaching: Lead departmental coaching initiatives to drive continuous improvement in service quality and advisor professional growth.
• Culture Building: Foster a cohesive, motivated, and supportive team environment through active leadership and peer collaboration.
• Training & Onboarding: Identify knowledge gaps and trends to design and deliver training for both new hires and existing staff, aligned with our L&D framework.
• Strategic Planning: Develop and implement strategies that enhance the team’s technical HR expertise and encourage “fresh thinking” to improve client retention.

Operational Excellence

• Workflow Management: Oversee advisor workloads and 24/7 rotational scheduling (including overtime) to ensure seamless service coverage.
• Reporting & Analytics: Monitor daily performance metrics and prepare detailed reports for senior management to track departmental health.
• Quality Assurance: Conduct audits and formal performance reviews-including disciplinary actions when necessary-in accordance with the Employee Handbook.
• Recruitment: Lead the hiring process for the department to maintain optimal staffing levels and proactively reduce attrition.

Client Success & Growth

• Conflict Resolution: Act as the escalation point for client complaints, ensuring swift and satisfactory resolutions.
• Service Integration: Promote a deep understanding of the Group’s full service suite, driving internal referrals to support business growth.
• Continuous Improvement: Collaborate with the management team to design development initiatives that meet evolving business needs.

Experience & Qualifications

• Education: University or College degree in Human Resources or a related field.
• Certification: Member in good standing with the HRPA (or equivalent provincial body).
• Designations: Must hold or be actively pursuing CHRP, CHRL, or CPHR.
• Professional Background: 1-2 years of experience in an HR Advisory role.
• Managerial Experience: Proven track record in contact center operations and people management.

What You Bring to the Team

• A Coaching Mindset: A genuine passion for mentoring and developing talent.
• Analytical Skill: Proficiency in managing contact center KPIs, performance metrics, and data analytics.
• Resilience: A “can-do” attitude with the ability to thrive under pressure in a fast-paced environment.
• Communication: Exceptional interpersonal skills with the ability to provide direct, constructive feedback.
• Solutions-Oriented: A dynamic approach to problem-solving and a commitment to service excellence.

Perks and Benefits

• Day off on your birthday
• Enhanced Benefits with Health and Dental Coverage
• We offer a Registered Retirement Savings Plan (RRSP) Matching Program
• Downtown Location
• Vacation Days increase after 2 and 5 years’ service

51194CN

INDCAN

Portfolio are acting on behalf of our client in recruiting for this position. To the best of our knowledge, this vacancy is for a new or existing role within their organization.