HR Operations Sr, Manager

Key Responsibilities

HR Service Delivery & Process Optimization

• Oversee HR shared services operations across LATAM, ensuring efficient, accurate, and compliant HR inquiry & transaction support.
• Implement and optimize HR service delivery processes, ensuring consistency across countries while addressing local business needs and regulatory requirements.
• Support the standardization of HR processes, policies, and systems to drive operational efficiency.
• Partner with HR technology teams to improve automation and self-service capabilities, reducing manual efforts and enhancing service quality.
• Monitor key performance indicators (KPIs), service-level agreements (SLAs), and operational dashboards to track and improve HR service effectiveness.

Stakeholder Engagement & Partnership

• Serve as the primary HR Service Delivery liaison for LATAM, working closely with HRBPs, COEs, and business leaders to ensure service alignment with regional priorities.
• Gather feedback from stakeholders to identify gaps, pain points, and opportunities for HR service enhancements.
• Provide data-driven insights and recommendations to regional HR leadership on service performance, workforce trends, and process improvements.

Vendor & Third-Party Management

• Manage relationships with third-party HR service providers in LATAM, including HR BPOs, payroll vendors, benefits administrators, and compliance service providers.
• Oversee contract execution, vendor performance evaluations, and governance processes to ensure high-quality service delivery.
• Establish and track vendor KPIs, ensuring alignment with business needs, service excellence, and cost-effectiveness.

Compliance, Governance & Risk Management

• Ensure HR Service Delivery operations comply with employment laws, labor regulations, and internal policies across LATAM.
• Support audit and risk management processes, ensuring adherence to local legal requirements and HR governance frameworks.
• Maintain HR process documentation, business continuity plans, and risk assessments for HR services in the region.

Continuous Improvement & Regional Adaptation

• Identify and implement process improvement initiatives to enhance HR efficiency and the employee experience.
• Partner with HR Operational Excellence teams to apply Lean, Six Sigma, and other process improvement methodologies to optimize HR service delivery in LATAM.
• Benchmark external best practices and bring innovative ideas into HR Service Delivery operations.

People Leadership & Capability Building

• Lead and develop a regional HR Service Delivery team, ensuring strong performance and continuous growth.
• Foster a culture of collaboration, customer focus, and accountability, empowering team members to excel in HR service execution.
• Support HR capability-building initiatives, ensuring HR Service Delivery professionals are trained on policies, systems, and compliance requirements.

Qualification & Requirements

• Bachelor’s degree in Human Resources, Business Administration, or a related field. Advanced degree preferred.
• 7+ years of experience in HR Service Delivery, HR Operations, or Shared Services, preferably within LATAM.
• Strong understanding of HR service models, case management systems, and HR process optimization.
• Experience managing HR vendors (BPOs, payroll providers, benefits administrators, etc.) and overseeing vendor performance.
• Knowledge of HR compliance, labor regulations, and employment laws across LATAM.

Benefits

Core Benefits Offered: 

• Basic Life Insurance
• Basic Accidental Death and Dismemberment (AD&D) Insurance
• Business Travel Accident Insurance
• Short-Term Disability
• Long-Term Disability
• Paid Time Off: Vacation, Holidays, & Sick/Absence Pay
• Adoption Assistance Program
• Wellbeing Program
• Maven
• Employee Assistance Program
• Educational Assistance Program
• 401(k) Retirement Savings Plan
• Tutor.com

Voluntary Option Benefits:

• Medical with Prescription Drug Insurance
• Dental Insurance
• Vision Insurance
• Voluntary Term Life Insurance
• Voluntary Accidental Death and Dismemberment (AD&D) Insurance
• Health Care Flexible Spending Account
• Dependent Day Care Flexible Spending Account
• Global Employee Stock Ownership Plan
• Supplemental Long-Term Disability
• Critical Illness Insurance
• Accident Insurance
• Identity Theft Protection
• Legal Plan
• Auto Insurance
• Homeowner’s or Renter’s Insurance
• Pet Insurance