DirecciónSummary:
As the HR Service delivery regional lead you will be responsible for enabling HR services at scale, simplifying processes / transactions and delivering a great employee experience. You will lead a team performing end to end operational HR services e.g. including hire-to-retire business process administration and operational support for compensation, benefits, learning and recruitment.
This role is key in delivering quality services to business leaders, managers and employees as well as to the HR community. To be successful in this role you will need an operational excellence mindset, be able to lead and drive a team and be customer/service oriented.
Responsibilities:
●Accountable for the overall delivery of services for the Americas region, meeting and striving to exceed KPI targets, and operating as an escalation point of contact across the region
●Establish and sustain mechanisms to understand and serve customer requirements, and to track HR team’s performance against requirements and expectations including SLAs and KPIs
● Accountable for data privacy and security in the service line, rapid response to privacy issues, and handling of sensitive cases
● Accountable for service process documentation, desktop-procedures, and knowledge base articles for assisted support
● Accountable for leading a diverse team and building team capability
● Accountable for contributing to the global standard design for processes.
● Accountable for driving standardization and continuous improvement
● Support team in solving high complex inquiries
● Create time schedules for the team managing resources around peaks/troughs, holidays etc.
● Support the team in the daily business if situation requires
● Act according to the defined Leadership Principles
● Manage the overall budget for the regional hub
Professional Experience & Education:
● Bachelor/Master’s degree in Business, HR / Economics / Project management or similar
●Minimum 8-10 years of experience in HR field (Recruitment, Learning & Development, Payroll & Administration, Total Rewards etc) or in SSC/BPO environment including at least 5 years of experience in leadership positions
● Fluent in English and Spanish – verbal and written, french appreciated
Personal Competencies & Behaviours:
● Excellent leadership, people management and project management skills
● Comprehensive skills related to operational excellence & service management & control
● Excellent interpersonal, communication, negotiation and influencing skills with the ability and confidence to operate at senior levels with internal and external stakeholders
● Ability to think strategically, ensuring that HR priorities are aligned with business objectives
● Excellent stakeholder management & customer service skills
● Able to build relationships across a wide and diverse customer base, both internally and externally
● Flexibility and ability to operate and deliver under pressure
● Proactive and decision-making skills
● Budget, cost & performance management
