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Added 8 mins ago
Retail Store Seasonal Part-time Associate - Marshalls - Prairie Mall
The TJX Companies, Inc.
Grande Prairie, AB
Part-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 8 mins ago
Retail Store Coordinator Full time Winners- Laurentian Valley
The TJX Companies, Inc.
Pembroke, ON
Full-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 8 mins ago
Retail Store Associate Temporary HomeSense - Brentwood
The TJX Companies, Inc.
Calgary, AB
Part-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 2 hours ago
Manager of Financial Accounting
TJX Companies
ON · Mississauga, Ontario
Full-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 2 hours ago
Assistant Store Manager Winners Homesense Metrotown
TJX Companies
Burnaby, BC
Full-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 2 hours ago
Retail Store Associate Full Time HomeSense – Etobicoke
TJX Companies
Toronto, ON · Etobicoke, Ontario
Full-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 6 hours ago
Part Time Retail Sales Merchandiser
Advantage Solutions
Windsor, ON
Part-time
Flexible scheduling and independence in your workday
Added 9 hours ago
MANAGER
Boutique La Vie En Rose
Terrebonne, QC
Added 9 hours ago
JUNIOR ASSISTANT MANAGER
Boutique La Vie En Rose
Terrebonne, QC
Added 10 hours ago
Associé/Associée de magasin de détail Temps plein Homesense
TJX Companies
Saguenay, QC · Chicoutimi, Quebec
Full-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 11 hours ago
Retail Store Associate Part time Seasonal - Winners
TJX Canada – Winners, Marshalls, HomeSense
St. Thomas, ON
Part-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 11 hours ago
(CAN) Stocking 3 Team Lead
Walmart Canada
Taber, AB
Full-time
Complete GTA/Workday tasks and supports Management
Added 11 hours ago
(CAN) Overnight Lead Department Manager
Walmart Canada
Cambridge, ON
Full-time
Please login to your Workday account and use the Find Jobs report to apply for this job.
Added 11 hours ago
Director, Value Creation Private Markets
OPTrust
Toronto, ON
Full-time
Added 11 hours ago
Managing Director, Value Creation Private Markets
OPTrust
Toronto, ON
Full-time
Added 11 hours ago
Personal Trainer - Barrie Commerce Park
GoodLife Fitness
Barrie, ON
Full-time
If you currently work for us, Associates should only apply to positions on the Jobs Hub in Workday and all job offers, requests for banking information or your SIN should be completed when…
Added 11 hours ago
Associate
The TJX Companies, Inc.
Salmon Arm, BC
Part-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 12 hours ago
Director, HR Employee Service Centre
Extendicare
Markham, ON · Extendicare (Canada) Inc.
Full-time
Familiarity with Workday HCM and its integration with service delivery tools is strongly preferred.
Added 13 hours ago
Coordonnateur/Coordonnatrice de magasin , Temps Plein, Winners Faubourg Boisbriand
The TJX Companies, Inc.
Boisbriand, QC
Full-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 13 hours ago
Retail Store Associate Seasonal Winners/Homesense - Cobourg Shopping Centre
The TJX Companies, Inc.
Cobourg, ON
Part-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 13 hours ago
Associé/Associée Temps Partiel, Winners 507 Place Laurier
The TJX Companies, Inc.
Quebec, QC
Part-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 13 hours ago
Part-Time Store Associate
The TJX Companies, Inc.
BC
Part-time
Internal TJX Associates must submit their applications via the Jobs Hub in Workday. Direct applications to this job posting will not be accepted.
Added 13 hours ago
Full-Time Sales Representatives
The Acquisition Group
AB
Full-time
…a training bonus of up to $600 per week ($100 per completed workday, up to 6 days per week), provided the weekly sales targets are…
Added 13 hours ago
Driver
WGI Group
Tillsonburg, ON
$27 to $30 CAD / hour
Full-time
…part of a collaborative team. If you enjoy variety in your workday, take pride in operating safely, and are looking for a stable career with a growing Canadian manufacturer, we'd love to…
Added 13 hours ago
Sales Associate
Carters Inc.
Winnipeg, MB
Part-time
If you are a CURRENT Carter’s employee, do not apply via this external application. Search "Browse Jobs" in Workday to apply internally.

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

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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.

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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

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