Jobs in Canada

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Added 4 mins ago
D
Global Blackbelt, Senior Cloud Security Specialist
Darktrace
Canada
- Full-time
Represent Darktrace at customer executive events, analyst briefings, industry conferences, and Cloud security forums,
Added 4 mins ago
NB
Chief Functional Analyst DDGP
National Bank of Canada
Montreal, QC
- Full-time
A career as a Chief Functional Analyst in the Data Destruction Governance Platform Delivery Team means contributing to the evolution of a strategic platform supporting data governance,…
Added 5 mins ago
Delivery Lead
Scotiabank
Toronto, ON
…defining product backlog (working with Product Owner, Business Analyst); alignment to overall product architecture and technical design (working with Architect and Tech…
Added 5 mins ago
Tax & Law Technology - Process Transformation - Manager/Senior Analyst - National
EY
Montreal, QC · Halifax, NS · Edmonton, AB · Ottawa, ON · AB · Calgary, AB
To Qualify for the Role, You Must Have
Added 5 mins ago
Data Scientist
Government of Alberta
AB
Are you an experienced data scientist, advanced analyst or business intelligence & analytics professional who thrives at the intersection of data, technology, and strategic decision-making?…
Added 20 mins ago
Data Analyst - Python/AI (Hardware Support)
Capgemini
Montreal, QC
A Data Analyst / Operations Analyst / IT Asset Management Analyst with strong Excel, data analysis, stakeholder management, and Python skills, preferably having experience with ServiceNow,…
Added 20 mins ago
B
Private Wealth Analyst, Winter 2027 (Co-op/Internship) - 4 months
BMO
Toronto, ON · FCP
- Full-time
…growing and make a difference. You will be part of our campus program to gain the skills and knowledge needed to take on roles similar to the description listed…
Added 20 mins ago
FT
CAC052: Release / Class Spclst
FedEx Trade Networks Transport and Brokerage
Toronto, ON
- Full-time
…an import permit is required, uses the electronic internet program to obtain the necessary…
Added 34 mins ago
NB
Senior Analyst – Wealth Portrait
National Bank of Canada
Montreal, QC
- Full-time
Health and wellness program, including many options
Added 34 mins ago
S
Software Asset Manager(SAM) & Licensing analyst
Scalian
Montreal, QC
- Full-time
We are looking for a Software Asset Manager(SAM) & Licensing analyst to collaborate on one of our projects in the Aerospace sector.
Added 34 mins ago
S
Software Asset Manager(SAM) & Licensing analyst
Scalian
Montreal, QC
- Full-time
We are looking for a Software Asset Manager(SAM) & Licensing analyst to collaborate on one of our projects in the Aerospace sector.
Added 34 mins ago
BB
End User Support Analyst
Best Buy Canada
Newmarket, ON
- Full-time
As an End User Support Analyst I (6-month contract), You will independently manage L1/L2 support requests while collaborating with the team to resolve end-user technical issues in a timely…
Added 49 mins ago
S
Policy Analyst
Stantec
Calgary, AB
- Full-time
The Policy Analyst (Analyst) will act as a key contributor within the Policy & Regulatory team (Policy & Regulatory) in delivering exceptional policy, financial and economic analysis based…
Added 1 hour ago
HR
DevOps Analyst Intern
Hitachi Rail
Toronto, ON
- $23 to $30 CAD / hour
- Full-time
We are seeking a motivated and enthusiastic DevOps Analyst Intern to join our team for a 12 month internship at Hitachi Rail. This internship is ideal for students in their penultimate or…
Added 1 hour ago
SM
Storeperson
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Notify the Supply Chain Analyst of stock items requiring reorder.
Added 1 hour ago
S
Software Asset Manager(SAM) & Licensing Analyst
Scalian
Montreal, QC
- Full-time
We are looking for a Software Asset Manager(SAM) & Licensing analyst to collaborate on one of our projects in the Aerospace sector.
Added 1 hour ago
S
Clinical Informatics Analyst, Nurse
Sanya’k̓ula
Vancouver, BC
- Full-time
The Clinical Informatics Analyst (CIA) reports to the Manager and identifies and articulates gaps between current and future state clinical business processes, and participates in ongoing…
Added 1 hour ago
H
Financial Analyst
Havergal
Toronto, ON · ETOBICOKE, ON
- Full-time
…transparency legislation. Further details regarding our total rewards program will be shared by the Talent Acquisition team during the hiring process. Canadian work experience is not a…
Added 1 hour ago
SF
Business Analyst, Medical Education Technology
Simon Fraser University
Surrey, BC
- Full-time
The School of Medicine invites applications for a dynamic and innovative technology solutions leader to join our team as the Business Analyst, Medical Education Technology.
Added 1 hour ago
AS
Senior Consultant, Business Systems Analysis
Apex Systems
Toronto, ON
- $67 to $72 CAD / hour
- Full-time
Our client, a top 5 bank, is looking for an experienced Business Systems Analyst to join a strategic capital markets technology team focused on resource optimization. This highly…
Added 1 hour ago
AS
Senior Consultant, Business Systems Analysis
Apex Systems
Toronto, ON
- $67 to $72 CAD / hour
- Contract
Hybrid: 1 day in office per week · Must Have Qualifications
Added 1 hour ago
AS
Retail BSA
Apex Systems
Montreal, QC
- $90 to $100 CAD / hour
- Full-time
We are seeking an experienced Business Systems Analyst to partner with business Product Owners and technology teams to translate complex business needs into clear, actionable requirements…
Added 1 hour ago
J
Quality Assurance Analyst (COPY) (COPY)
JobsMedia.io
Longueuil, QC
- Full-time
Work-life balance: possibility of teleworking up to 4 days per week, flexible schedule, summer schedule, etc
Added 1 hour ago
Supply Chain Analyst (Toronto, Ontario)
Southern Glazer’s Wine and Spirits, LLC
Toronto, ON
…Flexible Benefits Plan and the Registered Retirement Savings Program (RRSP). The Benefits Plan includes comprehensive medical, dental, vision, disability, and life insurance coverage. We…
Added 1 hour ago
KC
Junior Funding Analyst, Investment Management
KV Capital
AB · Edmonton, AB
- Full-time
Reporting to the Director, Investment Management, the Junior Funding Analyst, Investment Management is responsible for conducting thorough review of funding conditions, preparing draws for…

Closed listing

Extendicare

Director HR Employee Service Centre

Markham, ON, Canada

Full-time

This opening has closed.

The original listing is kept below for reference.

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About employer

Job details

Job type: Full-time
Closing date: 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

Archived listing. The details below describe a past opening.

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.

About employer

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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Jobs in Canada