Director, HR Process Excellence and Service Enablement

At KPMG, you’ll join a team of diverse and dedicated problem solvers, connected by a common cause: turning insight into opportunity for clients and communities around the world.

The Director, HR Process Excellence and Service Design strengthens our service delivery by standardizing how HR programs and services are executed across Advisory, Tax, Audit and Business Enablement Services.  This role services as the operational architect defining enterprise process standards, service models, governance structures and performance frameworks that enable scalable, consistent and technology-ready HR delivery.  Reporting to the Managing Director, National HR, this role plays a critical part in strengthening KPMG’s HR Service & Operating Model by standardizing how HR programs and services are executed across Advisory, Tax, Audit, and Business Enablement Services (BES).

Partnering closely with the Functional HR teams, Centres of Expertise (CoEs), HR Automation & Analytics, and the HR Delivery Centre, to ensure consistent, scalable, and technology-enabled HR execution. The focus is on reducing variation, improving service clarity, and building disciplined process standards that support both immediate functional consistency (Stage 1) and future cross-functional alignment enabled by HCM (Stage 2).

Application Deadline: All applications must be submitted by March 16, 2026.

Enterprise Process Architecture and Roadmap

• Develop and maintain a multi-year enterprise roadmap for HR process standardization and service enablement, sequencing initiatives based on business impact, readiness and capacity
• Act as the enterprise integrator across CoE, Functional HR, Automation & Analytics and HRDC to ensure aligned execution of enterprise standards
• Establish and oversee an enterprise intake and prioritization framework for HR process, ensuring transparency of capacity, sequencing and trade-offs across functions
• Lead structured assessments of current-state HR processes to identify variation, duplication, and complexity across functions and geographies.
• Define standardized workflows, roles, decision rights, and accountability models
• Quantify operational impact, effort reduction and service improvements associated with process redesign and automation initiatives to inform prioritization

HR Service Design and Governance

• Define and standardize HR service tiering models (Tier 0 (self-service), Tier 1 (case management), Tier 2 (HRC/COE), CoE Advisory), including intake channels, routing logic and escalation frameworks to ensure clarity of ownership and optimal resource allocation
• Clarify handoffs and escalation pathways between CoE, Functional HR, Automation & Analytics and HRDC, to improve transparency and accountability across HR teams.
• Establish SLAs, OLAs, service standards and governance structures
• Ensure consistent end-to-end HR service experience across the employee life cycle
• Establish SOP and version control frameworks, ensuring audit readiness and compliance integrity
• Lead structured change and communication strategies to support adoption of agreed processes standards within and across the Functions
• Ensure consistent end-to-end HR service experience across the employee life cycle, balancing efficiency, compliance and user experience
• Act as a bridge between program design and operational execution, preserving program intent while enabling practical, scalable delivery

Technology-Enabled Process Design

• Partner with HR Automation & Analytics from inception of process design to ensure future-state workflows are scalable, technology and automation ready (e.g. AI, HCM)
• Define workflow requirements, data standards, and control points to inform system configuration
• Ensure processes meet defined stability and standardization criteria prior to automation, preventing the scaling of inefficiencies
• Identify opportunities to reduce manual effort, improve service experience, and strengthen compliance through technology enablement.
• Validate that system and automation solutions preserve agreed process standards and service intent

Performance, Insight and Continuous Improvement

• Define enterprise process performance and service metrics and in partnership with A&A create dashboards to monitor these
• Partner with A&A to build aligned dashboards and reporting standards
• Lead structured root cause analysis on performance deviations (e.g. SLA breaches), volume spikes and operational trends, partnering with HRDC and A&A to implement corrective actions
• Establish operational review forums with HR leaders
• Embed continuous improvement across processes

Cross-Functional Readiness

• Define common process and data standards to support future HCM configuration and enterprise consolidation.
• Identify opportunities for cross-functional harmonization
• Support sequencing and transition planning toward scalable enterprise alignment

• 10+ years of progressive HR operations experience, including experience in complex, matrixed environments.
• Demonstrated experience leading HR process optimization, operating model refinement, or service standardization initiatives at scale.
• Strong facilitation and stakeholder engagement skills, with the ability to influence senior HR leaders and business stakeholders without direct authority.
• Experience partnering with HR technology/automation and HR analytics teams to translate business process requirements into system-enabled solutions.
• Strong governance orientation, with the ability to define clear decision rights, accountability structures, and performance metrics.
• Demonstrated experience leading change and driving adoption of new processes or service models.
• Strong analytical capability and comfort working with data to inform decisions and measure impact.
• Deep understanding of end-to-end HR processes and service delivery models.
• Ability to operate with enterprise thinking while balancing functional needs and priorities.
• CHRL designation or equivalent is considered an asset

This position requires written and oral fluency in English. The successful candidate will be required to support or collaborate with English-speaking colleagues or stakeholders nationally in our English speaking provinces while at KPMG.

KPMG BC Region Pay Range Information   

The expected base salary range for this position is $117,000 to $196,000 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program. 

KPMG Ontario Region Pay Range Information

The expected base salary range for this position is $117,000 to $196,000 and may be eligible for bonus awards. The determination of an applicant’s base salary within this range is based on the individual’s location, skills & competencies, and unique qualifications. In addition, KPMG offers a comprehensive and competitive Total Rewards program.

Providing you with the support you need to be at your best

Integrity, we do what is right | Excellence, we never stop learning and improving | Courage, we think and act boldly | Together, we respect each other and draw strength from our differences | For Better, we do what matters

KPMG in Canada is a proud equal opportunities employer and we are committed to creating a respectful, inclusive and barrier-free workplace that allows all of our people to reach their full potential. A diverse workforce is key to our success and we believe in bringing your whole self to work. We welcome all qualified candidates to apply and hope you will choose KPMG in Canada as your employer of choice.

Adjustments and accommodations throughout the recruitment process

At KPMG, we are committed to fostering an inclusive recruitment process where all candidates can be themselves and excel. We aim to provide a positive experience and are prepared to offer adjustments or accommodations to help you perform at your best. Adjustments (informal requests), such as extra preparation time or the option for micro breaks during interviews, and accommodations (formal requests), such as accessible communication supports or technology aids, are tailored to individual needs and role requirements. You will have an opportunity to request an adjustment or accommodation at any point throughout the recruitment process. If you require support, please contact KPMG’s Employee Relations Service team by calling 1-888-466-4778.

AI Usage

We embrace the use of artificial intelligence (AI) to enhance the candidate experience and streamline our recruitment processes. AI tools may help with organizing applications or surfacing relevant qualifications. However, no hiring decisions are made using AI. Every hiring decision is made by our hiring managers and recruitment professionals, who are equipped with training that empowers them to use these tools responsibly. AI technologies used in our recruitment process undergo detailed risk assessments, including security and privacy requirements, that align with KPMG’s Trusted AI framework.

We believe technology should empower human judgment, not replace it. It’s one of the many ways we’re delivering on our vision of being a technology-first, people-driven firm.