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

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Time Type:

Full time

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.