Director, HR Employee Service Centre

Key Accountabilities

• Define and own Extendicares 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; masters 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 157000 beds across Canada. Extendicare proudly employs more than 30000 qualified highly trained and dedicated team members who are passionate about providing high-quality care and services to help people live better.

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