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Added 59 mins ago
UH
Technical Specialist
University Health Network
Toronto, ON
- Full-time
The Technical Specialist work closely with other Business Intelligence (BI) Analyst and Developer, Data Engineers, Clinical/SME teams and Other Epic Application Team, this position is…
Added 59 mins ago
B
Cybersecurity Operations Analyst
BRP
Valcourt, QC
- Full-time
The Cybersecurity Operations Analyst is responsible for monitoring, detecting, investigating, and responding to cybersecurity threats across the organization’s IT environment. This role…
Added 3 hours ago
SC
Analyste Senior, livraison de services aux clients bilingue (70309755)
Sodexo Canada Ltd
Montreal, QC
- Full-time
Mode de travail : À temps plein, en présentiel (5 jours par semaine)
Added 1 day ago
B
Data Analyst, Winter 2027 (Co-o/Internship) - 8 months
BMO
Toronto, ON · YNG
- Full-time
…intended customer and employee experience. Deposit and Payments operations includes (but are not limited to) specialized operations processes and activities related to cheque and electronic…
Added 1 day ago
D
Global Blackbelt, Senior Cloud Security Specialist
Darktrace
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Serve as the senior technical authority for strategic customer opportunities involving DFIR, Cloud, SaaS, identity, network, and hybrid environments,
Added 1 day ago
T
Senior Network Analyst
TEEMA
AB · Edmonton, AB
- Contract
Our client, a leading utilities organization, is seeking an experienced Senior Network Security Analyst to join their IT team on an urgent contract basis.
Added 1 day ago
PT
IT Support Analyst
Pomeroy Technology
Oakville, ON
- Temporary
…infrastructure-related issues while supporting day-to-day IT operations across corporate offices, pharmacies, clinics, and other business…
Added 1 day ago
D
Global Blackbelt, Senior Cloud Security Specialist
Darktrace
Canada
- Full-time
Serve as the senior technical authority for strategic customer opportunities involving DFIR, Cloud, SaaS, identity, network, and hybrid environments,
Added 1 day 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 1 day ago
OR
Senior Demand Planning Analyst
OSL Retail Services Inc
Mississauga, ON
- Other
We are seeking a Senior Demand Planning Analyst. Reporting to the Senior Manager Operations & Planning, our ideal candidate is responsible for demand forecasting, inventory planning,…
Added 1 day ago
SC
Analyste Senior, livraison de services aux clients bilingue (70309755)
Sodexo Canada Ltd
Montreal, QC
- Full-time
Mode de travail : À temps plein, en présentiel (5 jours par semaine)
Added 1 day ago
BA
Senior IT Analyst
Bothwell Accurate Co
Mississauga, ON
- Full-time
As we continue to grow, we are seeking an experienced Senior IT Analyst to join our team at our Head Office in Mississauga. This role will play a key part in maintaining and improving our…
Added 1 day ago
Cyber Security Analyst - Temporary (December 2026 - September 2027)
Mohawk College
Hamilton, ON
…the urgency of deeply technical mitigations to non-technical senior leaders. These mitigations will also require the analyst to update College policies, standards, guidelines and…
Added 1 day ago
PB
Application Analyst - Intermediate
Phoenix Business Consulting (Intelligent Enterprise)
AB · Edmonton, AB
- Full-time
Technology and Innovation (TI) now supports Oil sand Operations of Energy and Minerals. Technology and Innovations Ministry requires the services of an experienced C#, Visual Studio and…
Added 1 day ago
CO
Technical Lead, HR/Finance (Oracle/PeopleSoft Enterprise FSCM & HCM Technical Administration)
City of Brampton
Brampton, ON
- Full-time
…technical deliverables and technical infrastructure. Provide as a Senior Systems Analyst responsibilities on large or complex projects and operational…
Added 1 day ago
AC
IT Operations Centre Analyst - ITOC
Air Canada
Toronto, ON
- Full-time
ITSM tools and processes, and in an operational technical role under application, infrastructure or network operations support or as a senior team member in a related service.
Added 1 day ago
A
Senior Treasury Business Analyst-1862
Amyantek
Toronto, ON
- Contract
Position title: 1862 - Treasury Project Analyst
Added 1 day ago
IF
Senior Data Analyst
iA Financial Group (Industrial Alliance)
Quebec, QC
- Full-time
As a Senior Data Analyst, you will play a key role in accelerating Investia’s digital transformation by designing, developing, and maintaining modern data solutions that support our…
Added 2 days ago
C
Cyber Security Analyst
Creyos
Toronto, ON
- $80,000 to $100,000 CAD / year
- Full-time
We are looking for a Cybersecurity Analyst to join our team to drive the implementation of compliance and information security initiatives, and ensure our business practices meet the…
Added 2 days ago
IF
Senior Data Analyst,
iA Financial Group
Toronto, ON · Montreal, QC · Quebec, QC
- Full-time
As a Senior Data Analyst, you will play a key role in accelerating Investia’s digital transformation by designing, developing, and maintaining modern data solutions that support our…
Added 3 days ago
A
Senior Dynamics 365 F&O Functional Consultant-RQ00762
Amyantek
Toronto, ON
- Contract
Manager Notes Must Haves: (Certifications are highly preferred)
Added 4 days ago
AC
Senior Financial Analyst
Aston Carter
AB · Edmonton, Alberta
- $40 to $45 CAD / hour
- Contract
Job Title: Senior Financial Analyst Service Operations (Contract with potential to extend)
Added 4 days ago
AC
Senior Financial Analyst
Aston Carter
Calgary, AB
- $40 to $45 CAD / hour
- Contract
Job Title: Senior Financial Analyst Service Operations (Contract)Job Description
Added 4 days ago
C
WFM Real Time Management Analyst (Onsite)
CNX
Mississauga, ON
- $60,000 to $65,000 CAD / year
- Full-time
Must have excellent time management skills, with the ability to work with minimal supervision and under tight timelines
Added 4 days ago
PS
Senior Security Analyst
PBC Solutions (Canada)
Victoria, BC
- Full-time
PBC Solutions is looking for a full-time Senior Security Analyst!

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