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Director, HR Employee Service Centre

Extendicare
Markham, CAN
Full Time
Director
Hybrid
Yesterday
HR Shared ServicesServiceNow HRSDService Delivery Model DesignKPI Framework DevelopmentSLA ManagementData Analysis
Free

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HR Shared ServicesServiceNow HRSDService Delivery Model Design
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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, SLAs, and KPI frameworks that drive consistent, high quality employee and manager experiences.
  • 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 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.
  • Lead design and continuous refinement of service workflows, case categories, and routing logic.
  • Evaluate and implement new service delivery approaches, including self service enablement, knowledge driven deflection, and automation.
  • Define, deploy, and maintain a comprehensive KPI framework 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 and achievable.
  • Review ESC performance data regularly, identifying trends, outliers, and systemic issues, and holding teams accountable.
  • Commission and review regular performance reporting from the ESC Reporting & Insights Analyst.
  • Build a performance culture with coaching, quality reviews, and accountability mechanisms.
  • Build and maintain strong relationships with HR functional leaders, payroll, and operational stakeholders.
  • 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.
  • Data driven decision maker with strong analytical skills.
  • Exceptional people leadership skills with experience building high performing teams.
  • Strong communication and influencing skills across all levels.
  • 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.

What 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.
  • Employee Family Assistance Program.
  • Robust benefits package.

About Extendicare

  • 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 operate a broad network of long term care homes, deliver over 24 million hours of home health care services annually, and provide group purchasing services.
  • Extendicare proudly employs more than 30,000 qualified, highly trained and dedicated team members.

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