Find work in Canada.

A simpler way to find your next job.

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 3 mins ago
Sr Reinsurance Business & Data Analyst
SCOR
Toronto, ON
…contributor role is responsible for reinsurance operations, data management, business analysis, and operational systems support. The position ensures the accuracy and integrity of client…
Added 3 mins ago
Business and Configuration Analyst, AI
CityofOttawa
Ottawa, ON
Department: Finance and Corporate Services Dept.
Added 3 mins ago
R&
Business Analyst - IT III
Robertson & Company Ltd.
Waterloo, ON
- Contract
Robertson is seeking a skilled Business Analyst - IT III form to join our client in support of an existing vacancy.
Added 3 mins ago
IC
Business Anlayst- Capital Markets
Infotek Consulting Inc.
Toronto, ON
- Contract
The ideal candidate is a hands-on Capital Markets Business Analyst with strong collateral domain knowledge and investigative capabilities.
Added 33 mins ago
IF
Senior Product Development Analyst
iA Financial Group
Quebec, QC
- Full-time
…secure about their future? As a Senior Product Development Analyst, you will play a key role in designing, enhancing, and bringing to market products that meet client needs and support the…
Added 48 mins ago
MT
Accounting Associate
Mamu Tshishkutamashutau Innu Education
Happy Valley-Goose Bay, NL
- Full-time
This position is based in Happy Valley-Goose Bay, NL, a regional hub in Labrador offering essential services, strong community infrastructure, and access to outdoor recreation.
Added 1 hour ago
NS
IMIT Business Analyst - HIM Coding Classification & Terminology Standards
Nova Scotia Health Authority
NS · Nova Scotia, Canada
- Full-time
The HIM Business Analyst (BA) is responsible for the gathering, testing, implementation, maintenance, and training support for coding classification and terminology standards across NS…
Added 1 hour ago
MT
Accounting Associate
Mamu Tshishkutamashutau - Innu Education
Happy Valley-Goose Bay, NL
- Full-time
This position is based in Happy Valley–Goose Bay, NL, a regional hub in Labrador offering essential services, strong community infrastructure, and access to outdoor recreation.
Added 1 hour ago
IMIT Business Analyst - HIM Coding Classification & Terminology Standards
Nova Scotia Health and IWK Health
All Locations, Nova
The HIM Business Analyst (BA) is responsible for the gathering, testing, implementation, maintenance, and training support for coding classification and terminology standards across NS…
Added 2 hours ago
Q
Senior Conversational Bot Engineer
Quantiphi
Canada
- Full-time
Rated Leaders by Gartner, Forrester, IDC, ISG, Everest Group and other leading analyst firms
Added 3 hours ago
RC
Senior Financial Analyst
Randstad Canada
Toronto, ON
- $48 to $60 CAD / hour
- Contract
We are hiring a Senior Financial Analyst for a financial services organization in Toronto.
Added 5 hours ago
VR
Analyst - Fund Finance Operations
Validus Risk Management
Remote, Canada
- $60,000 to $65,000 CAD / year
- Remote
Validus Risk Management is looking for an Analyst to join its Fund Finance Operations team. The team was established a year ago and is now in a phase of build and growth. The team supports…
Added 5 hours ago
VR
Analyst - Fund Finance Operations
Validus Risk Management
Toronto, ON
- $60,000 to $65,000 CAD / year
- Full-time
Validus Risk Management is looking for an Analyst to join its Fund Finance Operations team. The team was established a year ago and is now in a phase of build and growth. The team supports…
Added 9 hours ago
K
SOC T3 Expert
Kyndryl
Barrie, ON
- Full-time
8+ years of security analyst experience, preferably in a managed services environment.
Added 9 hours ago
K
SOC Specialist L2
Kyndryl
Barrie, ON
- Full-time
…not just invested; we're committed. We're not just protecting data; we're empowering. Kyndryl is committed to making the world safer, not only by investing in state-of-the-art services and…
Added 9 hours ago
EA
Pricing & Performance Analyst
Europ Assistance Canada
Toronto, ON
- Full-time
We are a company driven by cutting-edge technology and a culture of care. We design insurance solutions and deliver assistance services that make a real difference to people’s lives.
Added 11 hours ago
SM
RQ11734 – Business Analyst – Senior
S M Software Solutions Inc
Toronto, ON
- Internship
The Senior Business Analyst will lead business analysis for enterprise platform features, integrations, and the onboarding of new government services.
Added 13 hours ago
R
Pricing & Performance Analyst
Redion
Toronto, ON
- Full-time
We are a company driven by cutting-edge technology and a culture of care. We design insurance solutions and deliver assistance services that make a real difference to people’s lives.
Added 17 hours ago
AC
Senior Analyst Enterprise Performance
Alimentation Couche-Tard
Laval, QC
- Internship
As Senior Analyst Enterprise Performance, you will provide critical financial analysis and reporting support for enterprise-wide planning, forecasting, and performance management processes.…
Added 19 hours ago
NB
Senior Analyst Accountant
National Bank of Canada
Montreal, QC
- Full-time
As a Senior Analyst in the Trust services team at National Bank Trust (NBT), you’ll be a tax expert working on estate and trust files. In this role, you’ll have a positive impact on the…
Added 19 hours ago
CR
Senior Financial Analyst
Clarity Recruitment
Toronto, ON · Etobicoke, ON
- Full-time
As the sole analyst in FP&A, you’ll have real ownership and visibility. You’ll work weekly with Sales, Operations, Studio Fitness and Business Intelligence and present to the executive team…
Added 20 hours ago
CO
Application & Integration Technical Analyst
City of Saint John
Saint John, NB
- Full-time
Under the direction of the designated IT Manager, the Application and Integration Technical Analyst is a technical lead responsible for system architecture, data strategy, and integration…
Added 22 hours ago
R&
Senior Business Analyst – Capital Markets
Robertson & Company Ltd.
Toronto, ON
- Contract
Minimum 5 years of experience as a Business Analyst supporting enterprise technology, business transformation, or operational initiatives.
Added 22 hours ago
VC
Analyst/Administrative Assistant
Vancouver Coastal Health
Vancouver, BC
- $29.89 to $39.24 CAD / hour
- Full-time
Come work as an Analyst/Administrative Assistant with Vancouver Coastal Health (VCH)!
Added 22 hours ago
VC
Analyst/Administrative Assistant
Vancouver Coastal Health
North Vancouver, BC
- $29.89 to $39.24 CAD / hour
- Temporary
Come work as an Analyst/Administrative Assistant with Vancouver Coastal Health (VCH)!

Closed listing

Extendicare

Director, HR Employee Service Centre

Markham, ON, Canada
Extendicare (Canada) Inc., 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: Sep 17, 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 10, 2026

Similar jobs hiring now

Search current openings

Original job description

Archived listing. The details below describe a past opening.

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.

#extendicarehr

Time Type:

Full time

At Extendicare, we’ve spent more than 50 years dedicated to enhancing the quality of life for residents in our long-term care homes across Canada. When you join Extendicare, you become part of a compassionate, mission-driven team committed to creating a safe, supportive, and enriching environment for every resident we serve.

We provide competitive compensation that reflects the value of this role and the unique qualifications each candidate brings. Final salary offers are based on a variety of factors such as your skills, experience, education, and alignment with the responsibilities of this position.

Base salary is one component of our broader total rewards package. We offer a comprehensive suite of benefits designed to support your health, financial well-being, and long-term career growth. Your recruiter can provide more details about our total rewards offerings during the hiring process.

We may use artificial intelligence (AI) tools to support certain stages of the recruitment process, such as reviewing applications, analyzing resumes, or assessing candidate responses. These tools assist our recruitment team but do not replace human judgment - every application is reviewed by a member of our team to ensure thoughtful and equitable consideration. If you would like more information about how your data is processed, please contact us.

Extendicare is an equal opportunity employer committed to respectful and inclusive hiring practices. We welcome all applicants, including those from equity-deserving groups, including Indigenous peoples, women, people with disabilities, and visible minorities.

Extendicare is committed to fostering an accessible, inclusive, and equitable hiring process. We will gladly accommodate the needs of applicants throughout all stages of the recruitment process upon request and in accordance with applicable legislation. If you require support during any stage of the process, email us at careers@extendicare.com.

We acknowledge that the care we provide across Canada occurs on lands that have been cared for by many Indigenous peoples for generations. We recognize First Nations, Inuit, and Métis Peoples and their enduring connection to this land, and the importance of respect and cultural safety in the work we do.

About employer

More about this job

Responsibilities

The Director is responsible for the strategic design, operational performance, and continuous improvement of the HR shared services function. They define service delivery models, manage KPI frameworks, and lead the team to ensure high-quality employee and manager experiences.

Requirements

Candidates must have a post-secondary degree in Human Resources or a related field and at least 7 years of progressive HR operations experience. A minimum of 3 years in a leadership role and hands-on experience with ServiceNow HRSD are required.

Skills

HR shared services
Service delivery model design
ServiceNow HRSD
KPI framework development
SLA management
Operational performance
Data analytics
People leadership
Strategic planning
Change management
Process improvement
Stakeholder management
Workday HCM
Case management
Customer experience

Benefits

Continuous mentorship
Support for life-long learning
Growth opportunities
Employee Family Assistance Program
Robust benefits package

Visa sponsorship

Not detected in the job text

Keywords

HR Operations
Shared Services
ServiceNow HRSD
Workday HCM
KPI Framework
SLA
Service Delivery Model
Employee Experience
Case Management
Operational Excellence
Strategic Leadership
Performance Management
Continuous Improvement
Automation
Self-service Enablement
Human Resources
Management
Data-driven Decision Making
Stakeholder Engagement
Multi-site Organization
Unionized Environment
HR Strategy
Reporting & Insights
Tiered Workflows
Customer Satisfaction

Report this job