About Pratt & Whitney Canada

Pratt & Whitney Canada (P&WC) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928. We design and manufacture next-generation aircraft engines that power the world's largest fleet of business, general aviation, and regional aircraft and helicopters.

For nearly 100 years, our teams have been at the forefront of propulsion technology, pushing boundaries to make our engines more efficient and reliable. Our engines support essential missions, from passenger and cargo transport to emergency medical services, humanitarian operations, and wildfire suppression, all over the world.

An Employer of Choice

Pratt & Whitney Canada was recognized as one of Canada's Best Employers in 2026 according to Forbes, and for the 11th consecutive year. The company also ranked first among employers in the country's aerospace and defense industry. In addition, our headquarters consistently ranks among the top employers in the Montreal region. Together, these distinctions confirm our reputation as an employer of choice in Montreal, Canada, and globally.

Why Join the Team?

The Senior Supervisor, HR Operations is a member of the leadership team within a People Services shared services environment. They are responsible for the overall supervision of People Services operations supporting Pratt & Whitney Canada and Collins Aerospace. This role ensures the daily management and performance of a multi-level service delivery team, ensuring high-quality, efficient, and customer-focused HR support is provided to employees, managers, and human resources professionals.

The incumbent relies on performance indicators, customer feedback, and operational data to drive service excellence, operational efficiency, and continuous improvement.

The Senior Supervisor translates strategic priorities into operational actions, aligns team objectives with HR transformation initiatives, and fosters a customer-centric, high-performance culture. Reporting to human resources management, they act as an essential link between frontline service delivery teams, HR Centres of Excellence, HR Business Partners, and HR Technology teams. This ensures consistent service delivery, effective problem resolution, and a seamless employee experience across a wide range of enterprise-wide HR requests, transactions, and initiatives.

The position is full-time from Monday to Friday with flexible hours in Longueuil and is performed exclusively on-site.

What Will Your Daily Life Look Like?

Team Leadership and Talent Development

• Lead, develop, and engage a multi-level team including senior analysts (P2) and analysts (P1), fostering a culture of high performance, accountability, and continuous learning.

• Establish clear performance expectations and development plans at all levels, ensuring consistent coaching, feedback, and recognition practices.

• Contribute to succession planning and talent development, identifying high-potential employees and supporting the creation of professional development pathways.

• Promote diversity, equity, and inclusion across all talent management practices, ensuring fair treatment and opportunities for all team members.

• Oversee workforce planning activities, including recruitment, onboarding, scheduling, and capacity management.

Service Excellence and Escalation Management

• Act as the primary escalation authority for complex, sensitive, or high-risk HR cases that cannot be resolved at the supervisor (M2) or senior analyst (P2) level.

• Ensure robust escalation processes are defined, documented, and consistently applied within the team.

• Collaborate with HR Business Partners, Centres of Excellence (CoE), Legal, and Compliance teams to resolve complex issues related to labor relations and HR policy questions.

• Monitor and leverage customer satisfaction data to measurably improve recommendation scores (NPS) and case resolution quality.

• Ensure operational resilience across all service channels — phone, email, chat, and request management portal — while maintaining business continuity standards.

Technology, Data, and Continuous Improvement

• Drive effective use of Workday HCM and ServiceNow (SNOW) within the People Services function, supporting user adoption, process efficiency, and data integrity.

• Collaborate with the HR Digital / Technology function to identify and support system enhancements, automation opportunities, and self-service and IVR solution improvements aimed at increasing first-contact resolution and reducing request volume.

• Ensure accuracy and integrity of HR data and transactions in Workday and ServiceNow, ensuring compliance with audit, privacy, and regulatory requirements.

• Produce and present regular reports to management on service delivery performance, escalation trends, team productivity, and continuous improvement initiative results.

HR Transformation and Project Leadership

• Represent People Services operations in HR transformation initiatives, providing operational expertise and supporting project planning, design, testing, and implementation activities.

• Drive the operational implementation of process centralization, standardization, and automation initiatives (e.g., absence management, employee letters, employment verifications, and leave processes).

• Support change management and communication activities related to service model changes, system go-lives, or scope expansions.

• Collaborate with training and knowledge management functions to ensure the team has up-to-date process guides, standard operating procedures (SOPs), and necessary system knowledge before any modifications.

What Do You Need to Succeed?

Essential

• 5+ years of progressive experience in HR operations, HR shared services, contact center, or related field, including leadership experience in a customer service-oriented environment.

• Bachelor's degree in human resources, business administration, management, or a related field.

• Master's degree (MBA, Master's in Human Resources, or equivalent) considered an asset.

• Demonstrated experience managing complex Tier 2 or equivalent case resolution functions in a shared services environment.

• Solid knowledge of Workday HCM and ServiceNow (SNOW), including governance, reporting, and system optimization.

• Demonstrated ability to manage service delivery performance using SLAs, KPIs, quality indicators, and customer satisfaction measures.

• Experience collaborating effectively with HR Business Partners, Centres of Excellence, leadership teams, and external vendors.

• Strong analytical, problem-solving, and reporting skills, with the ability to interpret data and identify improvement opportunities.

• Demonstrated ability to support changes, including process centralization, system implementation, or service model transformation.

• Ability to work with highly sensitive and confidential information with sound professional and ethical judgment.

• This position is part of a francophone work environment and requires very good proficiency in English to read, understand, and communicate daily with international clients, suppliers, and colleagues.

Operational Leadership

• Directs and coordinates People Services operations to ensure achievement of service delivery goals, quality standards, and business priorities.

Customer Orientation

• Transforms customer insights and feedback into operational improvements; balances service quality and cost efficiency.

Team Leadership

• Develops engaged and high-performing teams through coaching, development, performance management, and recognition.

Data-Driven Analysis and Decision-Making

• Uses operational metrics, customer feedback, and trend analysis to identify opportunities, solve problems, and support continuous improvement.

Influence and Stakeholder Management

• Develops effective relationships with HR partners, business functions, and external partners to support service delivery and operational goals.

Agility in the Face of Change

• Supports and contributes to the implementation of process, technology, and organizational changes while guiding teams through adaptation.

Continuous Improvement

• Applies RTX continuous improvement methodologies to enhance efficiency, quality, compliance, and customer satisfaction.

Assets

• Experience with ADP GlobalView in a payroll-related shared services context.

• Lean, Six Sigma, or other continuous improvement training or certification.

• CIPD, CHRP, or equivalent human resources certification.

• Experience supporting process improvement initiatives, system implementations, automation, or HR service transformations.

What We Offer

• Pension and savings plan program with employer contribution

• Collective insurance program

• Advancement opportunities (career progression)

• Merit program or recognition program

• Health and wellness program, including telemedicine

• Recreational and sports club

• Nearby daycares

• Transportation accessibility or public transit program and free parking

Working at Pratt & Whitney Canada

Pratt & Whitney Canada combines passion, audacity, and rigor to design, manufacture, and maintain the most advanced and reliable aircraft engines in the world. Our work and the quality of our products contribute to the success of our customers, who in turn save lives, support commerce, connect communities, and protect freedoms.

At Pratt & Whitney Canada, you have the opportunity to make a difference every day; you just have to look up. Are you ready to push your limits?

The successful candidate must submit to a criminal background check and obtain all necessary authorizations related to the handling and transfer of controlled goods. The job offer is conditional upon the successful completion of these checks and obtaining the required authorizations. If these conditions are not met, the job offer will be withdrawn.