2023 President’s Annual Report
Fostering a culture of service excellence
Right the Future

York’s Human Resources function reorganizes to invest in its people and processes

In Winter 2022, Human Resources completed a reorganization, to enhance its role as university partners and fosters a culture of service excellence. 

The reorganization began in 2019 and models the David Ulrich HR Business Partner model, which streamlines service delivery with HR professionals serving as trusted advisors, change agents, employee champions, and administrative expertise.

Under this model, HR services are delivered through:

  • The Centres of Expertise – York’s Central HR unit – which is responsible for strategic policies, procedures, research, HR program design and subject matter expertise in areas such as organizational learning, health and safety and compensation; and
  • The new University Services Centre which is responsible for high volume HR activities including payroll, benefits and recruitment administration; and
  • People Partners supporting Faculties and Divisions and reporting through HR’s People Partnerships unit who serve as a single point of contact for local HR needs.

HR’s work towards service excellence to improve client satisfaction in service delivery and overall cost have been benchmarked through the Cubane survey. York’s Cubane satisfaction scores have shown consistent improvements year-over-year, increasing from 14 in 2018 to 27 in 2022 – reflecting a +13 increase and marking York’s highest performing shared service. HR has set a goal of achieving a score of 29 by 2026.