Main Tasks

Key Responsibilities

• Lead, coach, and develop a team of HR Services professionals, fostering a high-performing, customer-focused, and collaborative culture.
• Accountable for team quality, compliance, and customer satisfaction outcomes, ensuring adherence to established service standards and controls.
• Manage team performance through regular coaching, performance reviews, development planning, and achievement of service level agreements (SLAs) and key performance indicators (KPIs).
• Oversee the end-to-end execution of employee lifecycle processes, including onboarding, employee changes, and offboarding. 
• Ensure accurate, timely, and compliant processing of HR transactions within HR systems and case management platforms.
• Serve as the primary escalation point for complex employee, manager, and stakeholder inquiries, ensuring effective and timely resolution.
• Monitor operational performance, workload distribution, and service delivery metrics to ensure consistent service excellence.
• Ensure compliance with labor laws, company policies, internal controls, audit requirements, and data privacy standards.
• Build strong partnerships with HR Manager, Payroll, Talent Acquisition, HRIS, Front Office, Employee Relations, Business Leaders and H2R leaders to deliver a seamless employee experience.
• Drive continuous improvement through process standardization, automation, data analysis, and operational excellence initiatives.
• Lead and support HR transformation projects, system implementations, and organizational change initiatives that enhance service delivery and employee experience.
• Support succession planning, talent development, and employee engagement initiatives to build a sustainable and high-performing team

Qualifications

Required

• Bachelor’s degree in human resources, Business Administration, or related field.
• 3+ years of HR Shared Services, HR Operations, or HR Service Delivery experience.
• 2+ years of people leadership or team lead experience in HR Operations, HR Shared Services, or a customer service environment.
• Experience using operational metrics, reporting, and data analysis to drive performance improvements and inform decision-making.
• Advanced English.
• Excellent communication, problem-solving, and stakeholder management skills.

Preferred

• Experience supporting US and Mexico HR processes and labor law requirements.
• Experience working in a Shared Services environment.
• Experience with SAP SuccessFactors, ServiceNow, Workforce Time, ADP, TRESS, or other HRIS and case management platforms.
• Lean, Six Sigma, or Continuous Improvement experience.
• Experience leading process improvement or transformation initiatives.