Overview:

At KPMG in Canada, our people bring their unique perspectives to Canada’s most important challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where your career can make a difference.

We are seeking a Director, HR Delivery Centre to provide senior leadership over our enterprise HR service delivery model. This role is accountable for shaping and evolving how HR services are delivered across the firm, with a strong focus on employee experience, operational excellence, risk management, and the use of digital, automation, and AI-enabled solutions. The successful candidate will play a critical role in modernizing HR service delivery in a complex, national professional services environment.

What you will do:

Lead HR Service Delivery Strategy and Execution

• Define and execute the enterprise HR Delivery Centre operating model in alignment with firm and HR strategy
• Own end-to-end HR service delivery performance across service quality, employee experience, cost, and risk
• Drive scalable, standardized, and sustainable delivery models across core HR services

Drive Transformation through Digital, Automation, and AI

• Lead HR service delivery transformation initiatives, including automation, AI-enabled solutions, and offshore delivery models
• Develop and manage a pipeline of continuous improvement and innovation opportunities across Tier 0, Tier 1, and Tier 2 services
• Partner closely with HR Automation and Analytics teams to prioritize and implement technology-enabled solutions

Optimize Service Performance and Governance

• Establish and oversee service performance metrics, including service levels, cost to serve, experience indicators, and automation adoption
• Act as an escalation point for complex or high-impact service delivery issues
• Ensure services operate in compliance with regulatory requirements, internal controls, and risk management standards

Manage Financials and Operational Efficiency

• Accountable for an operating budget of approximately $2M, including vendor and project spend
• Drive cost optimization, productivity improvements, and value realization through effective delivery model design

Lead and Develop High-Performing Teams

• Lead a team of approximately 30 professionals, including onshore, offshore, and external resources, with six or more direct reports
• Build a scalable, high-performing organization aligned to business demand and service maturity
• Foster a culture of accountability, innovation, collaboration, and continuous improvement

Collaborate with Senior Stakeholders

• Partner with the HR Executive, HR Leadership Team, and HR Centres of Excellence to deliver integrated solutions
• Act as a trusted advisor on HR service delivery strategy, workforce planning, and operational design
• Drive strong alignment across HR, Technology, and Business Enablement Services

What you bring to the role:

• Undergraduate degree in Human Resources, Business, or a related field
• 12 to 15 years of progressive experience, including leadership roles within HR shared services, HR operations, or service delivery in a large, complex organization
• Demonstrated experience leading transformation initiatives, including automation, AI, and offshore delivery models
• Experience managing large-scale service delivery environments and multi-million-dollar budgets
• Proven ability to influence senior leaders and contribute to enterprise-level strategy
• Strong strategic and operational leadership capability
• Ability to translate strategy into practical, scalable execution
• Deep knowledge of service delivery models, demand management, and process optimization
• Strong analytical, problem-solving, and decision-making skills
• Excellent stakeholder management and influencing skills
• Comfort leading in ambiguous, fast-paced, and highly matr