Human Resources Manager, North America

At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. 

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform, and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members. Will you help take us there?

🌟 Join Our Team as a Human Resources Manager 🌟

We are looking for a Human Resources Manager to be responsible for overseeing and managing the various functions and processes related to human resources within Ten. Your primary goal is to ensure that we develop and retain the best talent while maintaining a positive work environment and compliance with relevant laws and regulations. You will serve as a trusted advisor to senior management and provide strategic HR guidance on a wide range of topics. Your ability to build strong relationships, understand business needs, and implement HR best practices will be essential in fostering a positive work culture and maximizing employee engagement and productivity.

You will work closely with the wider People Ops and BPM team.

Key Responsibilities:

Employee Relations:

• Mediate workplace conflicts and foster positive environments in the USA and Canada.
• Guide leaders on disciplinary actions, performance improvement, and terminations.
• Address employee concerns, manage HR inquiries, and promote engagement and morale.
• Implement programs to support employee well-being and work-life balance.
• Promote diversity, equity, inclusion and foster a sense of belonging and collaboration among employees.
• Drive HR innovation and handle ad-hoc activities as required.
• Collaborate with other HR departments such as Payroll and Compliance.

Policies and Procedures:

• Implement fair and consistent HR policies and procedures that promote a positive work environment aligned to Global HR and Americas HR BPM & Compliant Department.
• Communicate policies, organizational changes, and support internal communication efforts.

Employee Engagement and Retention:

• Create and implement a plan for internal communication and foster Ten’s culture across the NAM region.
• Monitor HR metrics (e.g., retention, eNPS) and provide monthly reports.
• Execute projects to improve employee engagement and retention.
• Analyze employee feedback and suggest actionable improvements.

HR Administration:

• Manage onboarding process ensuring a smooth integration of new hires into Ten in collaboration with the payroll team and Talent & Development.
• Manage offboarding processes in a smooth and compliant way.
• Provide timely and accurate HR reports.

Office Management:

• Oversee compliance with PCI and health/safety regulations in North America offices (New York, Las Vegas, Toronto).
• Support office facilities and ensure efficient workflow.

People Management:

• Set performance expectations, conduct evaluations, and manage team performance.
• Develop programs for employee recognition and morale enhancement.

Recruitment:

• Work with Global HR, Talent Acquisition and Marketing team to support to promote Tens Brand as a great place to work.
• Lead end-to-end recruitment processes, including job postings, interviews, and onboarding.
• Collaborate with hiring managers and global teams to address staffing needs.
• Enhance employer branding and maintain talent pipelines.

Supervisory Responsibilities:

• Directly manage up to 3 team members (e.g., administrators, advisors, office managers).
• Indirectly manage up to 3 team members (e.g., Talent Acquisition Managers).

Requirements

Your profile:

• A formal HR qualification is mandatory.
• Minimum of 3 years' experience in a Human Resources Manager role.
• Prior line management experience is essential.
• Experience dealing with and influencing senior stakeholders.
• Knowledge and expertise in local labor law and payroll.
• International HR exposure is highly desirable.  
• Record of success in resolving employee disputes
• Knowledge and expertise in managing employment claims escalated