Head of Employee Services, GBS North America

About the role

At Hydro, you'll step into a senior leadership role with the opportunity to shape the future of Employee Services across North America. You'll help build and scale a best-in-class service delivery organization supporting employees across multiple sites, business units, and jurisdictions while partnering with leaders across the business and HR community to drive operational excellence, employee experience, and transformation.

• A senior leadership opportunity with visibility and influence across the business.
• The opportunity to design, build, and lead a growing Employee Services organization supporting employees throughout North America.
• Ownership of a high-impact transformation initiative that will shape how HR services are delivered for years to come.
• The ability to build new capabilities, processes, technologies, governance structures, and service delivery models while creating a scalable foundation for future growth.

Responsibilities

• Lead the strategy, implementation, governance, and ongoing evolution of the Employee Services operating model across North America in support of 6,000+ employees in the US & Canada.
• Build and lead a high-performing team responsible for employee lifecycle transactions, onboarding, employee data management, leave administration, employee inquiries, case management, and related services.
• Establish and govern service catalogs, intake channels, escalation pathways, ownership boundaries, service standards, and delivery processes.
• Develop and own service-level agreements, operational controls, performance metrics, quality standards, and accountability frameworks to ensure exceptional service delivery.
• Partner with HRBPs, Payroll, Benefits, HRIS, Employee Relations, Legal, and business leaders to continuously improve employee experience and operational effectiveness.
• Influence workforce planning, capacity management, resource allocation, and service delivery performance across the function.
• Utilize analytics and operational insights to identify trends, risks, opportunities, and improvement initiatives.
• Drive standardization, automation, knowledge management, compliance controls, and continuous improvement initiatives that improve quality, efficiency, and scalability.
• Lead change management and adoption efforts associated with process migrations, organizational transformation, and service model evolution.
• Serve as a trusted advisor to HR leadership and business stakeholders on Employee Services strategy, governance, service performance, and long-term capability development.

Requirements

• Bachelor's degree in Human Resources, Business, Organizational Leadership, Operations Management, or a related field.
• 10+ years of progressive HR leadership experience in HR operations, shared services, employee services, HR transformation, or related service delivery environments.
• Demonstrated success building, scaling, or transforming HR service delivery organizations from design through implementation, stabilization, and continuous improvement.
• Proven experience leading managers and large service delivery teams in complex, multi-site, matrixed organizations.
• Strong expertise in service governance, SLA management, workforce planning, operational metrics, compliance controls, service delivery excellence, and continuous improvement.
• Experience leading large-scale organizational change and transformation initiatives with measurable business impact.
• Strong executive presence with the ability to influence and collaborate across multiple levels of the organization.
• Ability to balance employee experience, operational efficiency, compliance requirements, and business priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting manufacturing, unionized, multi-site, or decentralized organizations.
• Experience with HRIS platforms such as SAP SuccessFactors, case management tools such as ServiceNow, workflow automation, knowledge management solutions, and self-service technologies.
• Experience leading shared services or Employee Services transformations in large, complex organizations.
• Professional certification such as SHRM-CP, SHRM-SCP, PHR, SPHR, or equivalent.
• Spanish or Canadian French language capability is an asset.
• Experience working in global organizations and partnering with geographically dispersed teams.

Skills

• Strategic and forward-thinking leader who can translate vision into execution.
• Strong customer-service mindset with a passion for improving employee experience.
• Data-driven decision maker who leverages analytics to improve outcomes.
• Collaborative leader who builds trust and strong partnerships across functions.
• Effective coach and people leader with a track record of building high-performing teams.
• Comfortable navigating ambiguity, driving change, and leading through transformation.

Benefits

• Medical, dental, and vision coverage with multiple plan options.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Mental wellbeing support, including an Employee Assistance Program (EAP).
• Company-paid life, AD&D, short-term disability, and long-term disability insurance.
• 401(k) retirement plan with company match and additional company contributions.
• Voluntary benefits such as critical illness, accident, identity protection, and pet insurance.
• Professional development opportunities within a global organization committed to innovation, sustainability, continuous improvement, and people development.

Pay

Competitive compensation with a salary range of $166,400 - $203,000 plus eligibility for an annual incentive plan with a maximum payout opportunity of 23%.

Schedule

Location - Remote