Head of HR Shared Services – Americas

Key Responsibilities

Operational Leadership & Service Delivery

• Tiered Support: Direct delivery of Tier 0 (Self-Service) and Tier 1/2 (Complex) inquiries to ensure the best experience for employees and managers.
• Performance Metrics: Execute KPIs and SLAs, focusing on service quality, internal customer satisfaction, and others.
• Reporting: Analyze service trends and produce regular reports to identify bottlenecks and implement corrective actions.

End-to-End HR Lifecycle Management

• Employee Lifecycle: Oversee critical transactions, including employment contracts, benefit enrollments, business travel letters, and lifecycle changes.
• Talent Acquisition Support: Manage the back-end of recruitment, including job requisition validation, interview scheduling coordination, and candidate pre-boarding care.
• Process Optimization: Partner with Centers of Expertise (COEs) to automate manual tasks and streamline workflows across North America and LATAM.

Infrastructure & Digital Transformation

• Site Expansion: Participate in the growing setup of the HR Services infrastructure in Cuernavaca.
• Technology Adoption: Champion the use of Workday, ServiceNow, and document management platforms to drive Employee Self-Service and data integrity.

People & Budget Management

• Team Culture: Build a high-performing, geographically dispersed team that fosters engagement during periods of organizational change.
• Financial Oversight: Manage the HR-PSS budget, optimize headcount, and ensure a clear return on technology investments.

Qualification & Requirements

• Education: Bachelor’s degree in HR, Business Administration, or IT.
• Professional Experience: Previous years of experience building and managing HR Shared Services in a mid-to-large international organization.
• Previous years of experience applying Project Management methodologies.
• Linguistic Skills: Bilingual fluency in English and Spanish is mandatory.
• Technical Savvy: Hands-on experience with Workday, ServiceNow, SAP, or similar HRIS/Case Management tools.
• Legal Knowledge: Working knowledge of statutory regulations across North and Latin American countries.
• Travel: Readiness for regular business travel across the Americas and ad-hoc travel to Europe.

Benefits

No information available.