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Senior Human Resources Manager at TELUS International

Senior Human Resources Manager

TELUS International Las Vegas, NV Full-Time
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Position Overview

The Sr. Manager, Human Resources is responsible for directing and overseeing both the daily tactical functions as well as long term strategic planning of the human resources function. Provides leadership for management on organizational issues. Collaborates on the design of systems and programs in order to attract, develop, and retain an optimal workforce. Works with minimal direction and brings their management experience to the forefront to resolve complex organizational issues. Supports HR and Operational activities the US sites ensuring alignment with company HR strategy, policies, and activities. Supports the operations in creating and executing strategies to improve engagement and reduce attrition.



  • Lead the HR function within the assigned location
  • Collaborates with the operational leadership team to develop short term and long HR 
  • Planning processes to support organizational growth.
  • Partners with operational leadership on a weekly basis to drive team member engagement in order to improve primary business metrics such as absenteeism and attrition.
  • Exceptional understanding of US employment law across the numerous US states, including but not limited to Nevada, Texas, California.
  • Develops strategic planning and management activities to optimize the participation of team members in achieving the company’s goals.
  • Develops, recommends, implements, and manages team member policies as required by the various state bodies in order to ensure compliance and in line with company culture.
  • Develops implements and optimizes programs and procedures to ensure a workforce  comprised of the best-qualified and capable individuals available. Is responsible for actions  to ensure that we are the benchmark in the labor market.
  • Provide team members and leaders with the best HR support, advice, counseling, and   information in order for them to manage and/or perform as required. 
  • Act as a partner for leaders in solving simple and complex business problems.
  • Establish and maintain value-added interfaces with all functional departments to ensure   all  strategic and tactical business objectives are achieved.
  • Lead and assist in change management initiatives at a business or functional level.
  • Lead and oversee site-wide HR projects designed to increase engagement and reduce attrition
  • Supports a work environment based on team member engagement through the creation and execution of team member engagement strategies aligned with business goals.
  • Assist in the development of US strategy on the Team Member Engagement Model to sustain a High-Performance Culture based on the Company values.
  • Conduct timely, thorough, and effective investigations arising from team members.
  • Provides consultation for preventing and resolving team member concerns.
  • Provides support in responding to agency claims and labor relations matters
  • Work with the Learning team to improve employee relations acumen by training and educating new and incumbent leaders on updates to policies and procedures to ensure   they have the tools necessary to coach and lead team members to success. 
  • Research and respond to employee inquiries regarding LOA status in complex situations.   
  • Work closely with the operations team to manage the separation.
  • Lead and support the reasonable accommodation process through coaching, documentation and applicable follow up


  • Minimum of 10 years of progressive human resources experience in a generalist and leadership function.
  • Bachelor’s degree in Human Resources or related field required; Master’s degree preferred.
  • SPHR, SHRM-CP, or SHRM-SCP certification preferred.
  • Applies a full understanding of the area of specialization to resolve a wide range of issues   in creative ways.
  • Knowledge of a production environment is beneficial but not essential.
  • Proven experience working with leaders and influencing as a trusted advisor.
  • Proven ability in conducting investigations; highly skilled in articulating (written and oral)   issues and recommendations.
  • Demonstrated ability to effectively resolve conflict.
  • Proven knowledge of HR industry practices.
  • Creative and strategic problem-solving skills
  • High degree of initiative, independent judgment, and discretion
  • Ability to execute against multiple high priority projects through exceptional organizational  prioritization, and time management skills.
  • Ability to handle highly sensitive and confidential information in a manner that inspires   confidence and trust.
  • Able to work independently.
  • Ability to influence others to act and change behavior, in relation to employee relations, compliance training, investigations, etc.
  • Excellent interpersonal and written skills
  • Occasional domestic travel will be required as part of this role


Required Knowledge 

  •  Knowledge of employment law and practices; understanding of Company policies,   procedures and legislation, with the ability to apply the knowledge to multiple situations
  • Demonstrates business/operational acumen and effectiveness on the HR function   fundamentals
  • Experience driving change and influencing proactively across multiple levels of the   organization
  • Demonstrates experience in making sound HR decisions, assessing talent and effectively   interfacing with high-level business and operations leaders
  • Developed (oral and written) communication with the ability to influence others by   presenting

Recommended skills

Ensure Compliance
Human Resources Information System (Hris)
Implement Personnel Policy
Performance Management
Retention Management
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