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HR Manager, Client Services

Date: February, 2015
Reports to (Job Title): Assistant HR Director, Client Services & Talent Acquisiton
Jobs Reporting (Job Titles): HR Advisors
Department: Human Resources




USG 12
35 hr/wk

Primary Purpose

Accountable for leading the HR Client ServicesTeam and providing strategic customer focused, comprehensive HR advice and support to all client groups in line with organizational policies, procedures and legislative requirements.

Key Accountabilities:

1.  Provide customer focused advice and support:


2.  Development and maintenance of positive and constructive employee relations climate


3.  Represents the University of Waterloo on Human Resources matters: 


4.  Ensures the effective utilization, deployment and development of people and capital resources: 

Position Requirements


University undergraduate degree or equivalent experience combined with Certified Human Resource Professional (CHRP) designation


3-5 years of progressive HR experience working as a Senior Business Partner with experience of leading and managing a Business Partner Team.     Significant exposure to conflict and human rights, collective bargaining, arbitration, dispute resolution, policy development and demonstrated experience with ADR techniques.   Experience of implementing an onboarding strategy is desirable.  Excellent communication, problem solving and facilitation skills.


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Intermediate Basic Basic PeopleSoft HRMS

Nature and Scope

Interpersonal Skills:

Internally, communicates with senior leaders, staff, faculty and union representatives to assist in settling highly sensitive matters for the organization.  This position will have contact externally with, professional, community and government organizations, and agencies.   Will be involved in developing recommendations to settle highly sensitive, confidential matters that are critical to the deliverables of the University of Waterloo. 

Level of Responsibility:

This position is responsible and accountable for the results of the HR Client ServicesTeam and is responsible for meeting the HR objectives.   May represent the University externally i.e. Human Rights, dispute resolution, arbitration.   The Manager, Business Partner Services is expected to look for opportunities to increase efficiency within the Client Service area.

Decision-Making Authority:

The HR manager, Client services is expected for the most part to be self-directed in responding to client requests.   Any operational changes with regards to reporting, terminations, dispute resolution must be referred to the Assistant Director or HR Director to determine whether the matter has to go before Committee or Senior Leadership.

Physical and Sensory Demands:

Minimal demands typical of a position operating within an office environment.

Working Environment:

Minimal exposure to disagreeable conditions