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Added 15 mins ago
Reconciliation Analyst
Computershare
Montreal, QC
Full-time
Knowledge of employee share plan activity and/or trading operations.
Added 15 mins ago
Wealth Operations Analyst I - TD Asset Management
TD
Toronto, ON · Regina, SK
Full-time
The Wealth Operations Analyst I is responsible for supporting investment operations and reporting activities across TD Asset Management. Working closely with Portfolio Managers, Traders,…
Added 15 mins ago
Business Application Analyst III
TD
Toronto, ON
Full-time
Responsible for day to day operations process management to ensure consistency, and delivery according to established SLA
Added 30 mins ago
Digital Marketing Coordinator / Analyst
McLeish Orlando Lawyers LLP
Toronto, ON
Full-time
…detail-oriented, analytical, and proactive Digital Marketing Coordinator / Analyst to support the Director, Digital Marketing & Strategy in executing the firm’s multichannel digital roadmap…
Added 30 mins ago
Senior Analyst, Budget & IT Contracts
SaskEnergy
Regina, SK
Contract
SaskEnergy is seeking a qualified and motivated individual to join our team. The Senior Analyst, IT Budget & Contracts is responsible for providing oversight of financial operations and…
Added 31 mins ago
Applications Support Analyst - Assistant Vice President
Citi
Mississauga, ON
Full-time
The Applications Support Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes…
Added 31 mins ago
Analyst, Corporate Action (6 Month Contract)
CIBC
Toronto, ON
Full-time
As an Analyst, Corporate Action, you will be responsible for providing timely and accurate operational support to our business partners across Canada and overseas. You will be expected to…
Added 31 mins ago
Business Analyst
Brock University
St. Catharines, ON · Main Campus (Employees)
Full-time
Reporting to the Associate Director, Enrolment Systems & Compliance, the Business Analyst supports the systems maintenance and operations portfolio to ensure quality customer service and…
Added 31 mins ago
Sr. IT Incident Management Analyst - EN 989
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
Added 31 mins ago
Sr. IT Incident Management Analyst - EN 989
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
Added 31 mins ago
Sr. IT Incident Management Analyst - EN 989
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
Added 31 mins ago
Sr. IT Incident Management Analyst - EN 989
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC’s 2030 business transformation.
Added 31 mins ago
Data Analyst
EPCOR
AB · Edmonton, Alberta
Full-time
The Data Analyst, is accountable for overseeing the implementation of workforce planning processes including maintaining the short-term staff planning (1 to 12 months) to ensure key…
Added 31 mins ago
Inventory Accuracy Analyst-Senior
Neovia Logistics Services
Delta, BC
…planning and implementation of audits and count programs. Trains operations staff on processes associated with inventory accuracy and participates in special projects as…
Added 59 mins ago
Sr. IT Incident Management Analyst - EN 989
Export Development Canada | Exportation et développement Canada
Toronto, ON
$96,557 to $128,743 CAD / year
Full-time
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.
Added 59 mins ago
Sr. IT Incident Management Analyst - EN 989
Export Development Canada | Exportation et développement Canada
Montreal, QC
$96,557 to $128,743 CAD / year
Full-time
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.
Added 59 mins ago
Sr. IT Incident Management Analyst - EN 989
Export Development Canada | Exportation et développement Canada
Ottawa, ON
$96,557 to $128,743 CAD / year
Full-time
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.
Added 59 mins ago
Sr. IT Incident Management Analyst - EN 989
Export Development Canada | Exportation et développement Canada
Calgary, AB
$96,557 to $128,743 CAD / year
Full-time
Define, execute, and sustain the integrated technology target state, target data model and technology operations required to enable EDC's 2030 business transformation.
Added 1 hour ago
Senior Business Analyst – Pension Transformation
Mariner
NB · NS
We are seeking a Senior Business Analyst to support a complex Pension Transformation initiative on a short-term client project, with an immediate start preferred. This role will work across…
Added 1 hour ago
Financial Analyst
Lifemark Health Group
Toronto, ON
$75,000 to $85,000 CAD / year
Temporary
We are seeking a highly skilled and motivated Financial Analyst to join our finance team and play a key role in driving accurate financial reporting and strategic financial planning.
Added 1 hour ago
Product Owner II (1 Year Contract)
The Corporation of the City of Markham
Markham, ON
$96,257 to $129,223 CAD / year
Full-time · Temporary
Added 1 hour ago
Business Analyst
IX Solutions Ltd.
Remote, Canada
$120,000 to $155,000 CAD / year
Full-time · Remote
As Business Analyst, you are accountable for business-level discovery, process and operating-model analysis, requirements definition, prerequisite identification, and decision support for…
Added 1 hour ago
Senior Financial Analyst
Canadian Addiction Treatment Centers
Markham, ON
$90,000 to $120,000 CAD / year
Full-time
Reporting to the Director, Financial Planning & Analysis, the Senior Financial Analyst will play a key role in CATC’s financial planning, management reporting and business decision-support…
Added 1 hour ago
Business Process Analyst, Process Automation
Connor, Clark & Lunn Financial Group Ltd.
Toronto, ON
Interested in joining one of Canada’s top-performing asset managers? We are looking for a Business Process Analyst, Process Automation for an existing vacancy within the Investment Resource…
Added 1 hour ago
Business Process Analyst, Process Automation
Connor, Clark & Lunn Financial Group Ltd.
Vancouver, BC
Interested in joining one of Canada’s top-performing asset managers? We are looking for a Business Process Analyst, Process Automation for an existing vacancy within the Investment Resource…

Extendicare

Director HR Employee Service Centre

Markham, ON, Canada

Job type: Full-time
Apply by: Oct 25, 2026
Experience: Minimum 7 years of progressive HR operations or shared services experience, including at least 3 years in a leadership role accountable for service delivery performance.
Posting language: English
Posted: Sep 25, 2026

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Original job description

Reporting to the Vice President, HR Operations, the Director, Employee Service Centre (ESC) is accountable for the strategic design, operational performance, and continuous improvement of Extendicare's HR shared services function. The Director defines and deploys the service delivery model, including tiered workflows, service level agreements (SLAs), and KPI frameworks that drive consistent, high-quality employee and manager experiences. This role owns the performance of the ESC , monitoring analyst productivity, response quality, and resolution metrics and drives ongoing improvements that reduce effort, increase first-contact resolution, and elevate the overall standard of HR service delivery.

This role will be located at our Head Office in Markham Ontario. Extendicare offers a hybrid working environment.

Key Accountabilities

Define and own Extendicare's ESC service delivery model, including the design and governance of Tier 1 and Tier 2 service tiers, escalation pathways, and case management workflows within ServiceNow HRSD.
Set the direction for the ESC, aligning service capabilities with organizational priorities and ensuring the function scales effectively to meet business demand.
Lead the design and continuous refinement of service workflows, case categories, and routing logic to ensure inquiries are resolved at the right tier with the right expertise.
Evaluate and implement new service delivery approaches, including self-service enablement, knowledge-driven deflection, and automation, to improve the employee experience and reduce analyst handling time.
Define, deploy, and maintain a comprehensive KPI framework for the ESC, covering service quality, resolution timeliness, analyst productivity, customer satisfaction, and channel effectiveness.
Establish SLA targets for all case types and tiers, ensuring targets are meaningful, achievable, and aligned with employee and business expectations.
Review ESC performance data regularly, identifying trends, outliers, and systemic issues that require intervention, and holding teams accountable to defined targets.
Commission and review regular performance reporting from the ESC Reporting & Insights Analyst, using data to drive operational decisions and communicate performance to senior leadership.
Build a performance culture - ensuring coaching, quality reviews, and accountability mechanisms are consistently applied.
Build and maintain strong relationships with HR functional leaders, payroll, and operational stakeholders to ensure ESC service scope and priorities remain relevant and responsive.
Communicate ESC performance, initiatives, and constraints clearly to the VP, HR Operations and other senior leaders.
Champion the voice of the ESC employee and manager customer, ensuring service design decisions are informed by user experience insights.

Qualifications & Experience

Post-secondary degree in Human Resources, Business Administration, or a related field; master's degree preferred.
Minimum 7 years of progressive HR operations or shared services experience, including at least 3 years in a leadership role accountable for service delivery performance.
Demonstrated experience designing and managing tiered HR service models, SLAs, and KPI frameworks.
Hands-on experience with ServiceNow HRSD or equivalent HR service management platforms.
Proven track record of using data and analytics to drive operational improvements and service quality.
Experience in a complex, multi-site organization; unionized environment experience is an asset.
Familiarity with Workday HCM and its integration with service delivery tools is strongly preferred.

Skills & Competencies

Strategic mindset with the ability to design and evolve a scalable service delivery model aligned to organizational needs.
Data-driven decision-maker with strong analytical skills and the ability to translate performance metrics into actionable improvements.
Exceptional people leadership skills with experience building high-performing teams and holding others accountable to clear standards.
Strong communication and influencing skills, with the ability to engage effectively across all levels of the organization.
Customer-service orientation with a genuine commitment to improving the employee and manager experience.
Collaborative style with the ability to work effectively with HR, IT, and operations partners.
Ability to manage competing priorities in a fast-paced environment while maintaining focus on quality and continuous improvement.

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

Continuous mentorship, support for life-long learning and growth opportunities
Opportunities for advancement and career growth within the organization
A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
Employee Family Assistance Program.
Robust benefits package

Extendicare is a leading provider of care and services for seniors across Canada, operating under the Extendicare, ParaMed, Extendicare Assist, and SGP Purchasing Network brands. We are committed to delivering quality care to meet the needs of a growing seniors’ population, inspired by our mission to provide people with the care they need, wherever they call home. We operate a broad network of long-term care homes (both owned and under management contracts), deliver over 24 million hours of home health care services annually, and provide group purchasing services to third parties representing approximately 157,000 beds across Canada. Extendicare proudly employs more than 30,000 qualified, highly trained and dedicated team members who are passionate about providing high-quality care and services to help people live better.

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More about this job

Responsibilities

Lead the strategic design, delivery, and continuous improvement of Extendicare’s Employee Service Centre, including tiered workflows, case management, SLAs, and performance measures. Monitor service quality and operational results, develop improvements using performance data, and collaborate with HR and business leaders to strengthen employee and manager experiences.

Requirements

Requires a post-secondary degree in Human Resources, Business Administration, or a related field, with a master’s degree preferred, and at least seven years of progressive HR operations or shared services experience, including three years in a service delivery leadership role. Candidates should have experience designing tiered HR service models, SLAs, and KPI frameworks; familiarity with ServiceNow HRSD or an equivalent platform is required, while Workday HCM experience is strongly preferred.

Skills

HR Shared Services Leadership
Service Delivery Model Design
Tiered Service Management
Service Level Agreements
KPI Frameworks
ServiceNow HRSD
Case Management Workflows
Performance Management
Data Analysis
Continuous Improvement
Self-Service Enablement
Automation
People Leadership
Stakeholder Management
Customer Experience
Workday HCM

Benefits

Mentorship
Learning And Growth Opportunities
Career Advancement Opportunities
Employee Family Assistance Program
Benefits Package

Visa sponsorship

Not detected in the job text

Keywords

Human Resources
HR Operations
HR Shared Services
Employee Service Centre
ServiceNow HRSD
Workday HCM
Service Delivery Model
Tier 1 And Tier 2 Support
Service Level Agreements
KPI Framework
Case Management
Workflow Design
Escalation Pathways
Routing Logic
Self-Service
Knowledge Management
Automation
Performance Reporting
Data Analytics
Customer Satisfaction
First-Contact Resolution
Analyst Productivity
Continuous Improvement
Employee Experience
Manager Experience
Unionized Environment

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