Supervisor, Employee Service Centre

Job Details

JOB POSTING #:   2023-0225

POSTING PERIOD:  Friday, June 2, 2023 at 8:30AM to Thursday, June 8, 2023 4:30PM

DEPARTMENT:   Human Resources

UNION:   Non-Union


POSITION STATUS:   Regular Full-Time



RATE OF PAY:   $89,077.36 – $108,274.62 Annually



  • Reporting to the Manager of Employee Service Centre & Total Rewards, the Supervisor of Employee Service Centre is responsible for overseeing and coordinating the day-to-day customer service and transactional support activities of the Employee Service Centre (ESC).
  • This includes resource planning and work priority setting for the Employee Service Representatives team.
  • Responsible for maintenance and processes involving confidential payroll, benefits and life cycles of employees and their dependents.
  • The position will ensure a smooth payroll process to gross pay and works closely with the Payroll Manager and Payroll Supervisor to ensure net pay is able to completed accurately, efficiently and on time.
  • This position is responsible to develop and maintain operating procedures and job aids, based on best practices and process systems.
  • Further, the Supervisor authorizes approval for expenditures for this area as appropriate.
  • This position, in collaboration with the Controls and Systems Analyst, will be responsible to troubleshoot HRMS / WFM / PeopleSoft and the payroll system. Reviews and makes recommendations to improve productivity, workflows, technology improvements, efficient use of resources and reducing overall cost and unnecessary time consumption.
  • Develops, monitors and analyzes appropriate ESC analytics, metrics and recommends change as necessary.
  • Responsible for ongoing training of Employee Service Representatives.
  • Responsible to set up WFM training modules for timekeepers, managers and employees.
  • Will prepare and monitor audit reports to ensure system integrity is maintained and will conduct cyclical audits to ensure data entry is correct.
  • Will perform Occupational Health & Safety duties as outlined in the Corporation’s Health and Safety Program. 
  • Will perform other related duties as required.                                                                                          


  • Must have a University degree in Business, Public Administration, Computer Science, Management or related field or Ontario Ministry of Education equivalency, and a minimum of two (2) years experience in the areas of payroll operation/compensation practices, human resources, benefits, pension, WSIB, and/or HCM administration. OR
  • Must have a post secondary school community College Diploma in Business, Public Administration, Computer Science or related field or Ontario Ministry of Education equivalency, and a minimum of four (4) years experience in the areas of payroll operation/compensation practices, human resources, benefits, pension, WSIB, and/or HCM administration.
  • Must have the ability to travel to off site locations in a timely and expedient manner as required. If method of travel is by vehicle a current valid and lawful Driver’s Licence is required in accordance with the Highway Traffic Act and must provide a driver’s abstract as a condition of employment.
  • Must have proven leadership qualities and be both self-motivated and a team player.
  • Must have in-depth knowledge and expertise related to HR best practices.
  • Must have Legislation and Regulatory knowledge in the areas of Pay Equity, Employment Standards Act, Employment Insurance Act, Income Tax Act, OMERS, Ontario Pension Benefits Act, MFIPPA, Privacy laws, etc.
  • Must have proven relationship building skills at all levels of the workforce and the organization.
  • Must have the ability to lead and influence individuals and teams within a large organization and in the context of change.
  • Must have excellent oral and written communication skills, including presentation skills. 
  • Must have excellent interpersonal skills, coaching skills and relationship building skills.
  • Must have superior analytical, financial and statistical skills, including HCM.
  • Must have established computer skills and demonstrated proficiency in MS Office Suite and PeopleSoft.
  • Must have a commitment to continuous improvement and service excellence. 
  • Should have knowledge of the Occupational Health & Safety Act, its regulations and knowledge of the hazards associated with work.
  • Will be required to complete and remain current as per the requirements of the Corporation’s Management Certificate Program.
  • Progression through the Art of Supervision Program Certificate or a supervisory program of a similar nature is considered an asset.
  • Certified Payroll Manager (CPM) or Certified Human Resources Professional (CHRP) would be considered an asset.
  • Given that this job is a new position a Physical Demands analysis will be completed with the incumbent after approximately six months of occupying the position.


  • Only those applicants selected for an interview will be acknowledged
  • We offer a smoke-free office environment.
  • Personal information is collected under the authority of the Municipal Act, c. 25 as amended, and will be used to determine eligibility for employment.
  • The Corporation of the City of Windsor is an Equal Opportunity Employer.

In accordance with the Accessibility for Ontarians Act, 2005 and the Ontario Human Rights Code, the City of Windsor will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.  If selected to participate in the recruitment, selection and/or assessment process, please inform the City of Windsor Human Resources staff of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.