Responsibilities - Lead the delivery of Employee Services across the Americas region, ensuring high-quality, consistent execution of employee lifecycle support, inquiries, and transactions - Manage and develop a distributed team, building leadership capability, performance accountability, and a high-performing service culture across multiple locations - Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics - Execute globally defined processes and standards, ensuring consistency and appropriate regional adaptation across the U.S. and Latin America - Drive continuous improvement within the region, identifying trends, inefficiencies, and opportunities to enhance service delivery, and partnering with integral teams to implement improvements - Ensure accurate and timely processing of employee data in SuccessFactors, maintaining strong data quality and operational discipline - Drive adoption and consistent usage of ServiceNow as the case management platform, ensuring adherence to established processes and data standards - Partner with HRIS and technology teams to support implementation of system enhancements, automation, and AI-enabled solutions, and drive adoption across the region - Collaborate with Centers of Excellence (e.g., Benefits, Employee Relations, Compliance)



to ensure processes are executed in alignment with policies and regulatory requirements - Ensure service delivery operations adhere to applicable labor laws, company policies, and audit requirements, including U.S. and Latin American regulatory considerations, escalating risks as needed - Maintain and continuously improve SOPs and knowledge base content related to service delivery processes - Analyze service trends and performance data to inform decision-making and recommend improvements - Collaborate with global Employee Services leaders, providing regional insights and contributing to the evolution of the overall People Operations model Requirements - 8–10+ years of HR experience, including shared services or HR operations leadership - Experience managing teams across the U.S. and/or Latin America - Experience leading service delivery in a high-volume, process-driven environment - Hands-on experience with HR systems (SuccessFactors preferred) and case management tools (ServiceNow preferred) - Experience managing service delivery metrics (SLAs, KPIs, case quality) - Strong understanding of HR operations and regional compliance considerations, including U.S. employment practices - Familiarity with Latin America HR operations and regulatory environments (preferred) - Experience supporting scaling or transformation of shared services operations (preferred) - Experience supporting adoption of automation or technology solutions (preferred) - Proficiency in Microsoft 365, particularly Excel (preferred)

📌 Senior Employee Service Manager (Guadalajara)
🏢 Jobtailor
📍 Guadalajara