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Manager, HR Analytics

Req id:  32391

Waterloo, ON, CA



As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.  



OpenText HR is undergoing an exciting period of transformation. Work is underway to modernize our employee experience, streamline our existing processes, and align our service delivery on a global scale while retaining the ability to provide personalized support during the moments that matter to employees. HRSS Service Excellence is a key business excellence enabler role within OpenText HR Shared Services Delivery. This position will provide project delivery oversight into HR Shared Services cyclical and ad-hoc projects, can support/represent regional HR Shared Services organization on a continuous journey of sustained improvement. The role holder will work closely with HR Shared Services Support Centre Managers (Response, Processing and Specialist), HR CoEs, and HR partners to drive project execution, process design, process re-engineering, process optimization and process standardization to enable centres provide a best-in-class HR experience. This role will also assist leadership in the project management and operationalization of work to maximize operational efficiency. The HRSS Service Excellence is an individual contributor role driving strategic transformation aligned with client & business expectation at the strategic, tactical & operations level.


This is an exceptional opportunity to partner with inter-regional HRSS Service Excellence Managers to shape and influence how we provide excellent services to all OpenText employees




  • Responsible for producing periodic metrics (i.e. monthly, quarterly etc.)  across AMS and EMEA – analytics
  • Aligning OTC and HR Knowledgebase metrics with TC/Ollie Workflows and ITSM – ticket volumes, measure/track against SLA’s, employee survey results (when available)
  • Make informed recommendations for content update and new content on OTC and HR Knowledgebase based on metrics & SLA’s
  • Represent AMS & EMEA in partnership with India/APJ service excellence in aligning on decisions impacting HRSS
  • Create and maintain dashboards for AMS and EMEA
  • Ensure Categories and Sub-Categories accurately reflect the inquiries received and make recommendations for changes/additions to ensure a positive customer experience
  • Produce and maintain roadmap/calendar for metrics in conjunction with Service Excellence counter-part in APJ/India
  • Work in close partnership with Service Excellence counter-part in APJ/India to ensure consistency in the metrics produced across all Regions, leverage best practices, lessons learned and provide continuous coverage during absences
  • Lead the project execution phase of key projects in partnership with global HR project leaders and HRSS Support Centres, and manage coordination efforts with key cross-functional departments (e.g., IT, Finance, Facilities, etc.)
  • Provide project management expertise and coaching to HR Shared Services Specialist Centre team members
  • Enable the management of key organizational KPIs and assist in the definition of baseline metrics
  • Interacts with all levels of management to research needs and determine appropriate employee communication messages and activities
  • Partner with HRSS Support Centre Managers and Digital Employee Experience Senior Manager with overall culture change related to positive employee relations
  • Play pivotal role by being part of the centre’s regular team huddles/meetings to discuss service excellence enhancements to departmental procedure
  • Drive service excellence by engaging and providing continuous support to HRSS Support Centre team members
  • Support & monitor operations to make it measurable, repeatable, and predictable
  • Performs other related duties and responsibilities as assigned to support initiatives which align with business goals and promote collaboration across HRSS Support Centres
  • Responsible for delivering a high-quality employee experience, cultivating a culture of customer service, and building relationships with key stakeholders across HR and the business



The HRSS Service Excellence will identify solutions for managing the following activities:

  • Lead in the service excellence design of Human Resources related transactions and business processes to ensure timely and accurate delivery based upon system workflow and business requirements
  • Lead project and innovation development in partnership with Global HR Project Delivery Team
  • Participate in the testing, implementation, upgrading and support of new or modified system changes


Business Engagement

  • Projectization of HRSS work in-take integration objectives
  • Collaborates effectively with HRSS Support Centre Leaders to execute tasks and fulfill key deliverables within the service delivery support function. Create and foster relationships with division resources to expand or modify services to support departmental growth and efficiency, legal entity mergers.
  • Ability to motivate, counsel, and constructively deal with people at all levels. Ability to supervise and manage large team and organization
  • Engaging with team members to educate employees on relevant HR content and updates, drive employees to self-service for quick answers
  • Engaging upfront in solutioning, transitioning (sending and receiving), and transforming of processes to enforce rigor and day 1 stability. Initiate process re-engineering and automation initiatives aligned client expectation e.g., SLAs and KPIs, efficiency & productivity, process outcomes transparency, etc.



Operational Excellence

  • Design solution (Automation & Process improvements) and assists in development of HRSS Support Centre strategy and influence individual contributors towards achieving the strategy
  • In partnership with the HRSS leadership team, plays a leading role in driving initiatives, performance of each centre against defined service level agreements, measure operational Key Performance Indicators (KPIs)
  • Ensure processes within the HR Shared Services are optimized and scale to meet the business needs whilst striving for Operational Excellence
  • Coach, train and deploy human centered thinking to fill skills gaps as needed
  • In partnership with the regional HRSS leadership team, develop and continuously improve metrics, SLAs and customer satisfaction across the inter-regional Service Excellence teams while driving modernization and best practice by analyzing trends and metrics, develop solutions, programs, and policies
  • Drive towards regional efficiency, harmonization, and simplification with a strong focus on continuous process improvement and following up with SOPs, FAQs and technology tools to support team effectiveness
  • Continually assesses existing programs and processes, and develops new initiatives to increase efficiency, quality and reduce waste. Identify process gaps and improve work efficiencies
  • Foster an environment of continuous learning and improvement
  • Provide support towards continuous Improvement programs like Six Sigma across various functions to create and enhance value to clients
  • Identification and design of new projects and continuous improvement activities based on Design thinking
  • Working closely with the applicable COEs, Digital Employee Experience team, and Global HR Technology team to identify, prioritize and operationalize continuous process improvement efforts, strategic initiatives, and governance & compliance programs


  • Significant progressive experience, including relevant business excellence experience with focus on process improvements, employment laws and regulations within AMS  and/or EMEA region HR Shared Services organizations is required



Experience in employee life cycle management, is required

Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior or related field

Six Sigma Certification (at least Greenbelt certified) and Project Management Professional (PMP) certification will be an added advantage

Experience working in Agile organization preferred



OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. Should you require accommodations during the selection process, please contact


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

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