Team Lead, People Services

50981 - Toronto - Regular Not Applicable/Optional

Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly  1.5 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.

It’s an exciting time to join the team at Hydro One!

Job Function:

Hydro One HR Shared Services provides the platform for end-to-end operational services and employee experiences with responsibilities spanning employee self-services, assisted support and employee relations. HR Shared Services is responsible for the operational delivery across a broad range of employee life-cycle experiences such as onboarding, performance, total rewards, and employee movements and off boarding. The HRSS Team Lead, HR Support Centre manages the HR Support Center day to day operations, including leading a team of tier-one representatives who provide support to employees by answering inquiries and supporting transactional activities to ensure efficient and effective delivery of HR services for all employees.

Specific Accountabilities:

1. Build a team culture of superior customer service by developing and leading a customer focused effort, constantly improving processes and procedures to meet changing technical and customer requirements in a pro-active manner.
2. Create and maintain a work environment that promotes client service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfaction ensuring quality hiring, training, and succession planning.
3. Ensure appropriate work allocation among support center team members to ensure the team operates in the most efficient manner, providing the best employee experience possible
4. Provide guidance to the HR support centre team (incl. managing escalations to Tier 2) to ensure efficient delivery of service.
5. Conduct case monitoring and data integrity reviews to ensure that production and quality expectations are being met, providing timely feedback and coaching to ensure performance metrics are being met or exceeded; observe employee demeanor, technical accuracy, and conformity to company policies; conduct ongoing observations of program performance and identifies training needs.
6. Responsible for managing and producing daily, weekly, monthly and yearly statistics and KPIs.
7. Analyze KPIs to detect trends and recommend solutions that will contribute towards higher employee and manager engagement.
8. Analyze inquiry data and provide suggestions/recommend solutions to improve service delivery.
9. Responsible for managing the workflow to ensure all transactions are completed accurately and within service level agreement (SLA).
10. Use reporting and data measurements to monitor and continuously improve call center performance and workloads
11. Establish, monitor and validate all data entry related to the case management system (CMS) to ensure correctness, identify trends and knowledge base needs and provide insight to management.
12. Provide ongoing support during higher volumes by assisting with incoming calls, tickets, and proactively engaging defined support groups, as needed.
13. Answers questions, recommend resolutions and determine escalation path to address employee, manager or retiree issues, complaints, and inquiries
14. Serve as an escalation point for highly complex or unprecedented issues
15. Partner with the other HR shared services team leads (Total Rewards, Talent Services, HR Technology) to coordinate workflow and communications with key stakeholders; ensure seamless hand-off of processes and deliverables.
16. Drive a "one HR" approach by actively collaborating with HR Centers of Expertise (COEs) and HR program owners to shape the employee experience.
17. Seek and identify opportunities for continuous improvement strategies in order to identify efficiencies and continue to streamline processes.
18. Identify and resolve gaps in knowledgebase provided to employees through the HR portal.
19. Provide support in the implementation of standardized policies and practices that are associated with HR Shared Services to create departmental efficiencies and excellent customer service.
20. Maintain the HRSS Calendar of Projects and Events and ensure resources and knowledge are in place during key dates.
21. Manage the implementation of change initiatives such as new programs, processes, systems and ways of working, inspiring team members to embrace change and continuous improvement.

Selection Criteria:

Qualifications:

• Bachelor's Degree in Business Administration, Human Resources or equivalent experience
• 3+ years of recent, hands-on experience in a service/call center #Strong working knowledge of HR systems and operations (e.g., SuccessFactors, Workday, etc.)
• Call Center supervisory experience required
• Experience with a Shared Service Delivery system required (e.g., ServiceNow)
• Experience in a Knowledge-Centered Support Model preferred
• Excellent computer skills, including proficiency in Microsoft Office (Outlook, Word, Excel and PowerPoint) Advanced knowledge of HR including federal and provincial employment laws
• 1 - 2 years demonstrated experience in a supervisory or management role
• Strong customer service focus to clients across all levels of the organization
• Team player - willing to pitch in when needed to help on projects, tasks and initiatives; enjoys working in a collaborative environment
• Results driven - commits fully to the job and is dedicated to developing and delivering outstanding work; focused on continuing improvements to the organization in striving for excellence
• Solid interpersonal and relationship-building skills - can develop trusted relationships with many constituents, build credibility quickly, and partner effectively with others
• Excellent People Management skills - leadership skillset, with the ability to coach and give immediate feedback, as well as develop their teams.
• Excellent oral and written communication and interpersonal skills
• Experience with vendor management.

At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.

We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2025.

Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email careers@hydroone.com. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.

Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.

Hydro One and its partners/affiliates may use AI to screen, assess or select applicants for the position.

"Employer of the year 2025"

Deadline: 8th December, 2025

In the event you are experiencing difficulties applying to this job please consult our help page here.

We thank all applicants for their interest in a career at Hydro One; however, only those candidates who are selected for an interview will be contacted.