Director, HR Delivery Centre

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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.

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 

• 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 matrixed environments 
• Professional HR designation such as CHRL or CPHR is considered an asset 

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.

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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.