Customer Operations Consultant

Position Title: Customer Operations Consultant

Work Location:

Remote Quebec Canada (with occasional on-site availability in Montreal/Kirkland)

Classification:

Independent Contractor (Canada)

Engaged under a Statement of Work (SOW)

Position Summary

As a Customer Operations Consultant you will deliver key support for workforce management and staffing programs within a centralized client service model. Operating as an independent contractor under a Statement of Work (SOW) you will contribute across Talent Operations Program Administration and Client Service delivery. This role is ideal for a detail-oriented bilingual professional comfortable managing multiple priorities and stakeholders in a fast-paced environment.

Contractor Services

Talent Operations Support

Assist with job requisition postings candidate screening and interview scheduling.

Coordinate onboarding activities including document collection and new-hire logistics.

Partner with client stakeholders to confirm role requirements timelines and expectations.

Serve as the primary point of contact for consultants and temporary workers during

assignments.

Manage administrative and timekeeping processes via client platforms (e.g. SAP

Fieldglass).

Provide first-line issue resolution related to consultant engagement and system usage.

Generate and deliver reports summaries and dashboards as required.

Client & Program Administration

Support adherence to key performance indicators (KPIs) and service level agreements

(SLAs).

Act as a liaison between client contacts internal teams and supplier partners for daily

operations.

Maintain strong professional relationships and effective communication with all

stakeholders.

Proactively identify service delivery risks and recommend solutions.

Participate in recurring client check-ins and business reviews to evaluate satisfaction and

performance.

Support reporting data analysis and workforce program metrics.

Oversee coordination of travel and expense reporting where applicable.

Identify opportunities to enhance program value and support account growth through

improved processes expanded supplier engagement or increased service adoption.

Share insights and recommendations with client and internal stakeholders to promote

program expansion and long-term success.

Minimum Qualifications

Bachelors degree preferred or equivalent work experience in HR recruitment staffing

or client operations.

Experience with VMS or HRIS systems (e.g. SAP Fieldglass) is strongly preferred.

Proficiency in Microsoft Office Suite (Excel Word PowerPoint Outlook).

Experience supporting contingent labor programs or MSP operations is an asset.

Fluency in both English and French (spoken and written) is required.

Contractor Requirements

As this role may involve access to sensitive data a client-issued laptop and email account

will be provided.

Contractor is responsible for maintaining personal equipment such as phone and internet

access.

Responsible for all personal tax filings insurance and benefits as an independent

contractor.

Invoicing must follow the agreed schedule outlined in the SOW with accurate and timely

submissions.

Invoices must include applicable GST/HST and for Quebec-based contractors QST

charges in compliance with Canadian tax laws.

Payments will be processed according to term in agreement and receipt of an approved

invoice.

Location & Availability

Must be a resident of Quebec ideally based in or near Montreal.

Availability for in-person meetings at the Kirkland Head Office as needed.

Full fluency in French (read write speak) is required to meet compliance with Bill 96

and to collaborate effectively with local stakeholders.

Compliance & Legal Considerations

Must be knowledgeable of Canadian federal and provincial labor laws including those

governing self-employed workers and Quebec-specific requirements.

Required to follow all applicable privacy laws (including PIPEDA and provincial

regulations) and corporate compliance policies.

Must operate in accordance with the terms outlined in the Independent Contractor

Agreement and Statement of Work (SOW).

Additional Notes

Access to confidential or sensitive information may be required in this role.

Tasks may involve prolonged use of a computer document handling and general office

mobility.