Director, HR Employee Service Centre
Core
Strategic design and operational management of HR shared services (ESC) to deliver high-quality employee and manager experiences through tiered workflows and data-driven improvements.
Role type
Director, HR Shared Services / Employee Service Centre
Builds
HR service delivery model, tiered workflows, SLAs, and KPI frameworks for a multi-site organization
Domain
Human Resources / Shared Services / Long-term Care & Home Health
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Strategic service design, SLA and KPI framework development, ServiceNow HRSD platform expertise, data analytics for operational improvement, team leadership and coaching, stakeholder management, process optimization
Preferred skills
Master's degree in HR or Business, Workday HCM integration experience, unionized environment management
Technologies
ServiceNow HRSD, Workday HCM
Responsibilities
Define and govern Tier 1/Tier 2 service tiers and escalation pathways; align service capabilities with organizational priorities; implement self-service enablement and automation; establish and monitor SLA targets; analyze performance data to drive operational decisions; build a performance culture with coaching and accountability mechanisms; communicate performance to senior leadership
Seniority
Director, strategic leadership with hands-on operational oversight