Director, People Services Mx-CAM

Key Responsibilities

Strategy & Operations

• Define and execute the shared services strategy, collaborating with key stakeholders to enhance internal customer experience and operational results.
• Oversee resource allocation, service level compliance, quality standards, and regulatory requirements.
• Integrate and optimize operational processes, driving efficiencies and continuous improvements.
• Manage the adoption and evolution of support technologies and systems (Workday, SAP, etc.)

People & Culture Management

• Develop and implement strategies to attract, retain, and develop talent, promoting diversity, equity, and inclusion.
• Foster a culture of respect, integrity, and ethics, aligned with company values.
• Support training, mentoring, and succession planning for high-performing teams.

Operational Excellence & Continuous Improvement

• Lead process improvement initiatives (Kaizen, Six Sigma), identifying opportunities and solving complex problems.
• Analyze operational and service data to make informed decisions and anticipate strategic needs.
• Oversee project management, ensuring deadlines, quality, and financial objectives are met.

Stakeholder Management & Collaboration

• Build strong relationships with internal and external teams, promoting cross-functional collaboration.
• Participate in social responsibility and community engagement initiatives.
• Communicate progress, results, and needs to senior management and relevant stakeholders.

Qualification & Requirements

• Bachelor’s degree in business administration, Engineering, Human Resources, or related field; master’s degree preferred.
• 15 years of experience in shared services, contact centers, or support areas, including management of large and multicultural teams.
• Proven experience in Mexico and Central America, preferably in multinational companies.
• Proficiency in technological tools (Workday, SAP, service management systems).
• Business Conversational Advanced English.

Benefits

No information available.