Role objective:
* manage hr operations service delivery. Ensure service timeliness, efficiency and quality.
* lead hr operations teams with focus on teams' performance, engagement and development.
* build positive relationships with service recipients and stakeholders, with focus on customer experience and collaboration.
* drive continuous improvement initiatives focused on service standardization, quality and efficiency.
key responsibilities:
* lead hr operations service delivery – ensure service continuity and performance in line with agreed kpis, slas and budget
* ensure hr operations comply with local labor laws, regulations, and global policies while managing risks associated with service delivery
* monitor service delivery to identify potential risks, and proactively mitigate them. Report status updates to the relevant stakeholders.
* drive continuous improvement in hr processes and services, to optimize value for cost, drive standardization and alignment.
* champion productivity enhancements through simplification, standardization, and automation.
* efficiently execute required change management activities, ensuring proper communication to involved teams and stakeholders.
* manage, coach, and mentor hr operations teams. Ensure the teams operate efficiently and employees are equipped with the necessary skills to perform the tasks in scope.
* build strong relationships with local, regional and global stakeholders to align service delivery with organizational goals and strategic objectives.
* represent hr operations in interactions with other hr functions, supporting solution development and continuous improvement.
qualifications & requirements:
* bachelor’s degree required; advanced degree preferred in human resources, business administration, or a related field, or equivalent combination of education and experience.
* minimum of 8 years of progressive hr experience in an international and dynamic environment.
* proven experience in hr operations, managing complex and high-volume transactions, ideally in a global setting.
* at least 5 years of experience in team leadership, including managing dispersed teams across locations.
* fluency in spanish and good working knowledge of english.
* advanced knowledge of hr systems (e.g., workday, hr ticketing systems).
* proficient in microsoft office suite (excel, word, powerpoint) and sharepoint.
* excellent communication skills and a strong customer service orientation.
* demonstrated ability to work collaboratively in team environments and solve problems with analytical and creative thinking.
* strong leadership capabilities with a track record of building cohesive and high-performing teams.
* resilience and ability to navigate complex situations, including conducting crucial conversations.
* solid business acumen alongside hr expertise.
* commitment to confidentiality, integrity, and data privacy.
* strong organizational skills with the ability to manage high workloads and meet deadlines under pressure.
* adaptability and capability to lead teams through change.
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