Jobs in Canada

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Added 11 mins ago
TP
Operations Analyst - Entry to Mid Level
Tikva Partners
Canada
- Full-time
We are seeking a detail-oriented and analytical Operations Analyst to support business operations through data analysis, process improvement, and performance monitoring. This role is…
Added 11 mins ago
TD
Senior Financial Reporting Analyst
Tetra Digital Group
Toronto, ON
- Full-time
Planning and analysis. 📈 Track and report KPIs, highlighting trends and month-over-month changes. Support the monthly forecast, the annual budget, and ad-hoc analysis for senior leadership.
Added 11 mins ago
CA
Senior Agile Analyst
Co-operators Assurance et services financiers
Mississauga, ON
- Full-time
Work Model: Hybrid (2 days in office)
Added 11 mins ago
CA
Senior Agile Analyst
Co-operators Assurance et services financiers
Burlington, ON
- Full-time
Work Model: Hybrid (2 days in office)
Added 11 mins ago
CA
Senior Agile Analyst
Co-operators Assurance et services financiers
Guelph, ON
- Full-time
Work Model: Hybrid (2 days in office)
Added 11 mins ago
CA
Senior Agile Analyst
Co-operators Assurance et services financiers
Kitchener, ON
- Full-time
Work Model: Hybrid (2 days in office)
Added 12 mins ago
M
Analyst, Risk Management (Capital Project Controls)
Metrolinx
Toronto, ON
- Full-time
We are seeking a Risk Management Analyst to facilitate regular risk reviews at the project level, contribute to detailed project risk reports as required within the reporting cycle, and…
Added 42 mins ago
Senior Financial Analyst, Development Capital
Halton Region
Oakville, ON
This position is eligible for the Hybrid Work Program, with a minimum requirement of three (3) days per week onsite
Added 57 mins ago
CR
Division Director
Clarity Recruitment
Toronto, ON
- Full-time
Keep the business at the senior end of the market: finance and accounting hires from senior analyst through VP, typically $95,000 and above.
Added 57 mins ago
MF
Senior Specialist Software Engineering
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
Applies secure coding, peer review, and automated testing practices to improve code quality, performance, and maintainability
Added 1 hour ago
K
Analyst, Corporate Finance
KPMG
Calgary, AB
- Full-time
…Canada’s premier companies, with support and coaching from senior Corporate Finance executives that promote professional growth and…
Added 1 hour ago
TP
Operations Analyst - Entry to Mid Level
Tikva Partners
Canada
- Full-time
We are seeking a detail-oriented and analytical Operations Analyst to support business operations through data analysis, process improvement, and performance monitoring. This role is…
Added 1 hour ago
YE
Test Analyst
YAC Enterprise
Canada
- Full-time
We are seeking a detail-oriented and quality-focused Test Analyst to ensure the reliability, functionality, and performance of software applications. This role is responsible for designing…
Added 1 hour ago
R
Data Analyst
Rates.ca
Toronto, ON
- Full-time
This role requires three in-office days per week
Added 2 hours ago
HT
Business Analyst
Hirematic Talent Solutions
Toronto, ON
- $55 to $60 CAD / hour
- Full-time
Experience capturing feedback and documenting sprint reviews to administer project goals and improve team performance.
Added 2 hours ago
DI
Financial Analyst - Winter 2027 Co-op/Intern
Definity Insurance Company
Toronto, ON
- Full-time
As a Financial Analyst on the Operational Reporting & Analysis team, reporting to the Manager, Operational Reporting & Analysis, you will play a pivotal role in delivering high-quality…
Added 2 hours ago
KS
Accounts Payable Analyst
Kelly Services (Canada), Ltd.
Calgary, AB
- Contract
We’re seeking an experienced Account Analyst for a senior contract role supporting full-cycle accounts payable and employee expenses in a high-volume, automated environment.
Added 2 hours ago
C
Senior Agile Analyst
Co-operators
Guelph, ON · Mississauga, ON · Burlington, ON · Kitchener, ON
- Full-time
Work Model: Hybrid (2 days in office)
Added 2 hours ago
GD
Human Factors Engineering Analyst
General Dynamics Missions System International
Ottawa, ON
- $110,000 to $138,000 CAD / year
- Full-time
We have a new opportunity for a Senior Human Factors Engineering Analyst to join our Ottawa team. Working with HFE and UX practitioners, engineers, customers, and end users, you will serve…
Added 3 hours ago
GD
Human Factors Engineering Analyst
General Dynamics Mission Systems–Canada
Ottawa, ON
- $110,000 to $138,000 CAD / year
- Full-time
We have a new opportunity for a Senior Human Factors Engineering Analyst to join our Ottawa team. Working with HFE and UX practitioners, engineers, customers, and end users, you will serve…
Added 3 hours ago
GD
Human Factors Engineering Analyst
General Dynamics Mission Systems–Canada
Ottawa, ON
- $110,000 to $138,000 CAD / year
- Full-time
We have a new opportunity for a Senior Human Factors Engineering Analyst to join our Ottawa team. Working with HFE and UX practitioners, engineers, customers, and end users, you will serve…
Added 3 hours ago
AI
Student Analyst, Global Transportation
Apotex Inc.
Toronto, ON · North York, ON
- $18 to $24.5 CAD / hour
- Contract
This is a 12 months contract. To work within Global transportation to provide data analysis for transportation performance metrics, data creation and maintenance for transportation, and…
Added 3 hours ago
A
ST-Analyst, Global Transportation
Apotex
Toronto, ON · North York, ON
- $18 to $24.5 CAD / hour
This is a 12 months contract. To work within Global transportation to provide data analysis for transportation performance metrics, data creation and maintenance for transportation, and…
Added 5 hours ago
GL
Senior Financial Analyst, Commercial
Glass Lewis & Co
Toronto, ON
- $95,000 to $110,000 CAD / year
We are seeking a highly analytical and business-oriented Senior Commercial Financial Analyst to support strategic decision-making across our Go-To-Market (GTM) organization. This role will…
Added 11 hours ago
GO
Legal Counsel
Government of Manitoba
Winnipeg, MB
- Full-time
Must hold membership or be eligible for immediate membership in the Law Society of Manitoba

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.

Find open jobs More jobs with this employer

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