HR Service Centre Manager

Reporting to the Senior Manager, Employee Service Center, HR Service Center Manager will successfully manage a team of Analysts to drive exceptional customer service as well as maintaining a high level of performance standards. The Manager will also support in resolving complex workforce administration issues this will include but are not limited to policy and procedure interpretation, monitoring workforce administration transactions, and facilitating terminations.

This is a one year contract opportunity.This position will be located at our Head Office in Markham, Ontario and will have flexibility for both remote and in-office work based on our hybrid work model.

Responsibilities:

• Drive daily people management of the HR Service Center Analysts including performance, career development insight and coaching
• Monitoring of HR Service Center performance against KPI/SLA’s and quality performance
• Provide guidance to HR Service Center Analysts to effectively and efficiently handle inquiries to ensure high levels of customer satisfaction
• Maintain intake volume, ensuring all cases are properly assigned and resolved in an efficient and timely manner
• Monitor usage of case management tool and ensure that all incoming inquiries and requests are appropriate triaged
• Support HR Service Center Analysts with processing incoming inquiries related to all HR domains, policies, and programs
• Provide hands-on support as necessary
• Ensure HR Service Center team is aware of HR initiatives and programs that could impact workforce transaction processes
• Facilitate the termination process
• Process workforce administration tasks
• Keep Stakeholders informed of termination processing status and support all administration activities
• Other duties as assigned

Requirements:

• Minimum of 5 years’ experience working within a growing HR Shared Services environment, with at least 3 years’ of leadership experience
• Strong people management skills
• Strong analytical and problem-solving skills
• Pays close attention to detail
• Experience with HR measures and metrics monitoring
• Strong advisory and customer service skills
• Excellent communication skills, ability to build strong partnerships with vendors and stakeholders
• Ability to promote and provide insights into data driven decision making
• Understanding of continuous improvement processes and methodologies.
• Experience with ERP systems such as Workday, Oracle, SAP, etc. considered an asset
• Enjoy working both independently and collaboratively
• Experience working in a call centre environment is an asset.

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of over 115 operated senior care and living centres, as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of 23,700 individuals are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada

In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Extendicare’s Policies on Accommodation, a request for accommodation will be accepted as part of Extendicare’s hiring process.

Extendicare recognizes the importance of immunization to protect our residents, patients, team members and visitors from COVID-19. As such, subject to medical exemptions, a condition of employment with Extendicare is requiring that all new hires have received all required doses of a COVID-19 vaccine approved by Health Canada.