Find work in Canada.

323,739 jobs across our Canadian network. How we count

Jobs in Canada

25+ jobs

Email me new jobs Save this search

Added 42 mins ago
1019388 - Senior Business Analyst
Amyantek
Regina, SK
Contract
Job Title: RFS- 1019388 - Senior Business Analyst
Added 10 hours ago
Enterprise Technology Analyst
Columbia Forest Products
Hearst, ON
Full-time
The Enterprise Technology Analyst is responsible for the delivery of comprehensive IT support and services to ensure the optimal performance of the organization’s end-user computing…
Added 11 hours ago
Salesforce Platform Owner
Parkland Corporation
Calgary, AB
Full-time
…The Partnership’s midstream operations include an extensive network of approximately 14,000 miles of pipeline and over 160 terminals. This critical infrastructure complements the…
Added 13 hours ago
Director, HR Employee Service Centre
Extendicare
Markham, ON · Extendicare (Canada) Inc.
Full-time
…experiences. This role owns the performance of the ESC , monitoring analyst productivity, response quality, and resolution metrics and drives ongoing improvements that reduce effort,…
Added 21 hours ago
Analyst - Incident Management (EN/FR)
Resonaite
Montreal, QC
Contract
Our client is seeking a contract based Bilingual Incident Management Analyst to support its enterprise Incident and Problem Management practice.
Added 1 day ago
Analyst - Controls Assurance & Accounting and Reporting Advisory, Assurance- Co-op/Intern - 2027
Deloitte
AB · Edmonton, AB
Full-time
…range of client work, while leveraging a diverse and powerful network to solve our clients’ most pressing concerns and complex challenges. Are you up for the challenge of leading at every…
Added 1 day ago
Senior Financial Analyst (12 month contract)
Vaco by Highspring
Toronto, ON · Greater Toronto Area, Canada
$90,000 to $100,000 CAD / year
Contract
Role: The Senior Financial Analyst will be responsible for monthly journal entries, balance sheet reconciliations, variance analysis, and preparation of financial statements. Furthermore,…
Added 1 day ago
Technical Analyst, Cybersecurity
Michael Garron Hospital
Toronto, ON
Full-time
Nestled in the heart of East Toronto, Michael Garron Hospital (MGH), a division of the Toronto East Health Network (TEHN), is a vibrant 450-bed community teaching hospital serving one of…
Added 1 day ago
Senior Information Security Analyst - IAM/CyberArk Administrator
TD
Toronto, ON
Full-time
…regulatory risk and compliance requirements, managing systems and network complexity, and partnering with businesses for better technology delivery by providing advice on technology…
Added 1 day ago
Tax & Legal - Tax Analyst - New Grad 2027 - Multiple Locations
Deloitte
AB · Edmonton, AB
Full-time
Are you up for the challenge of leading at every level, developing a global network of colleagues, and embracing endless opportunity? Join the Tax & Legal (T&L) Practice at Deloitte.
Added 1 day ago
Tax & Legal - Tax Analyst - New Grad 2027 - Multiple Locations
Deloitte
Saskatoon, SK
Full-time
Are you up for the challenge of leading at every level, developing a global network of colleagues, and embracing endless opportunity? Join the Tax & Legal (T&L) Practice at Deloitte.
Added 1 day ago
IT Support Analyst
Sports Careers
Ottawa, ON · Kanata, ON
Full-time
The Ottawa Senators are seeking an energetic, detail-oriented professional to join us as an IT Support Analyst. This is an excellent opportunity to join an NHL franchise in an area behind…
Added 1 day ago
Project Manager - IT
Distribution stox
Boucherville, QC
Full-time
…(Distribution Stox), wheel and rim distribution (RSSW), and our retail network (Point S, V1, Otobox, Local Tire Centre), we bring together complementary centers of expertise to build a…
Added 1 day ago
Tax & Legal - Tax Analyst - New Grad 2027 - Multiple Locations
Deloitte
Burlington, ON
Full-time
Are you up for the challenge of leading at every level, developing a global network of colleagues, and embracing endless opportunity? Join the Tax & Legal (T&L) Practice at Deloitte.
Added 1 day ago
Tax & Legal - Tax Analyst - New Grad 2027 - Multiple Locations
Deloitte
Regina, SK
Full-time
Are you up for the challenge of leading at every level, developing a global network of colleagues, and embracing endless opportunity? Join the Tax & Legal (T&L) Practice at Deloitte.
Added 1 day ago
Financial Analyst
WELL Health Technologies Corp
Vancouver, BC
…Stock Exchange under the symbol "WELL." As the largest clinic network in Canada, operating under the WELL Health Clinic Network brand, we currently have 220+ clinics across the country. Our…
Added 1 day ago
Physician Payments & Reconciliation Analyst
WELL Health Technologies Corp
Vancouver, BC
Position Title: Physician Payments & Reconciliation Analyst
Added 1 day ago
Cyber Controls Assurance Analyst (Global Security)
Royal Bank of Canada
Toronto, ON
Full-time
As a Cyber Control Assurance Analyst, you will provide Cyber Security expertise within RBC and act as a key Cyber Control advisor to internal business and technology clients. In this role,…
Added 1 day ago
Cyber Controls Assurance Analyst (Global Security)
RBC
Toronto, ON
Full-time
As a Cyber Control Assurance Analyst, you will provide Cyber Security expertise within RBC and act as a key Cyber Control advisor to internal business and technology clients. In this role,…
Added 1 day ago
Manager, Social Media
Gowling WLG
Toronto, ON
Full-time
…while acting like an in-house strategist, creator, writer, analyst, mentor, and trusted…
Added 1 day ago
International Contract Bench, Incident Response (DFIR)
Jobgether
Canada
Contract
…threats. You’ll apply deep technical expertise across endpoint, network, cloud, and SaaS environments. The flexible contract model is designed for experienced investigators who want to stay…
Added 1 day ago
Service Desk Analyst
Northbridge Financial Corporation
Vancouver, BC
Full-time
What it’s like to be a Northbridge Service Desk Analyst
Added 1 day ago
Service Desk Analyst
Northbridge Financial Corporation
Vancouver, BC
Full-time
What it’s like to be a Northbridge Service Desk Analyst
Added 1 day ago
Senior IT Support Analyst
TD
Toronto, ON
Full-time
We are seeking a Senior IT Support Analyst to provide high-touch, time-sensitive technical support to TD Securities Global Markets, Trading, Sales, Research, and front-office clients in…
Added 1 day ago
Systems Analyst I
Paladin Technologies
Toronto, ON
Full-time
The Systems Analyst I is responsible for troubleshooting technical issues, supporting system upgrades and integrations, maintaining documentation, and contributing to automation and…

Extendicare

Director, HR Employee Service Centre

Markham, ON, Canada
Extendicare (Canada) Inc., Canada

Job type: Full-time
Apply by: Oct 2, 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

Apply About employer

Applications open in a new tab.

Original job description

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.

Apply 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 KPIs and SLAs, 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 or equivalent platforms 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
Continuous Improvement
Case Management
Strategic Leadership
Data Analytics
Performance Management
Human Resources
Operational Excellence
Tiered Support
Automation
Self-service Enablement
Change Management
Stakeholder Engagement

Report this job