The Helpdesk Geozone Partner (Western Hemisphere) serves as the primary liaison between the HR Business Partners (HRBPs), Centers of Excellence (CoEs), and the outsourced service providers. This role is responsible for ensuring seamless HR service delivery, managing Level 1 (L1) queries and escalations, and driving continuous improvement across HR processes within the assigned Geozone.

The Helpdesk Geozone

Partner will partner closely with internal stakeholders and the external vendor to ensure service quality, compliance, and operational excellence.

OPERATIONS

- Partner with the outsourced provider to bridge knowledge gaps and ensure process compliance and service consistency.
- Conduct daily ticket sampling, monitor quality, and ensure timely closure of escalations.
- Collaborate with Integral Process Owners (GPOs) and Continuous Improvement (CI) teams to identify and support process enhancements.
- Review and monitor end-to-end process handoffs and implement corrective actions where inefficiencies are found.
- Review and update Standard Operating Procedures (SOPs) and the HR Helpdesk Service Catalog to reflect process changes and improvements.
- Serve as a regional Subject Matter Expert (SME) for HR processes, ensuring the outsourced partner is aligned with current HR policies and practices.
- Review Level Agreement (SLA) reporting, root cause analysis, and performance audits in partnership with the vendor.
- Produce weekly, monthly, and ad-hoc reports to track performance metrics, identify trends, and support leadership decision-making.
- Support Stakeholder engagement for HR Service Delivery improvements and process changes

MIGRATION SUPPORT Support the migration of new work to the HR Helpdesk through project and change management

Support project management activities for terminations, onboarding, and employee transfers, ensuring milestones, dependencies, risks, and actions are tracked through completion.

Support the process owners for end-to-end termination, onboarding, and transfer workflows, maintaining clear accountability, and alignment with HR, Payroll, IT, and business stakeholders.

- Deliver migration process documentation for termination and onboarding. This includes system configuration, process maps, testing scripts, and termination and onboarding documentation.



Attend and document knowledge transfer, localization, service rehearsal testing and hypercare sessions. Make updates to the required documents as required.

Monitor lifecycle process performance, post hypercare, for terminations, onboarding, and transfers, identifying gaps, driving corrective actions, and supporting continuous improvement across geozone operations.

COMMUNICATION

- Maintain effective communications with all key stakeholders both internal and where appropriate external.
- Act as the primary point of contact for HRBPs within the Geozone, ensuring consistent communication and prompt issue resolution. Support escalations and L1 query resolutions in collaboration with the outsourcing partner.

- Facilitate regular Geozone HR communication to review service performance, feedback, and process updates.
- Partner with Payroll, Compensation, Total Rewards, Benefits, and HR Systems teams to resolve complex employee issues.

- Ensure alignment and integration across the HR lifecycle — from onboarding to offboarding.

SAFETY, SECURITY & COMPLIANCE Maintains the highest standards of corporate governance, ensuring that all activities are conducted ethically and in compliance with Company’s Security, Compliance & HSE policies, Management System, relevant laws, regulations, standards, and industry practices and complies with the Company’s Rules to Live By Places Quality, Health & Safety, Security, and protection of the Environment as core values while never intentionally placing employees, our processes, customers, or the communities in which we live and work at risk

Seeks continual improvement in Health, Safety, Security & protection of the Environment, taking into account responsible care, process vulnerabilities, public, customer and employee inputs, knowledge and technology and best business practices to exceed customer expectations

QUALITY





Responsible for being familiar with the Company's Quality policies and takes an active role in the compliance and improvement of Weatherford’s Management System

Maintains service quality as immediate priorities when working across all areas of the business and continually seeks areas for improvement.

FINANCIAL

All employees have an accountability to the organization to be financially responsible whether they oversee a function budget or simply their own expenses.

Costs incurred should be within approved budget, processed within agreed time frames & following the relevant financial policy and procedure.

PEOPLE & DEVELOPMENT

- Employees have a responsibility for developing their own careers within the Company including completing all necessary function, compliance & business standards training to enhance their knowledge, skills, and experience.
- Employees should engage on a regular basis with their line manager to discuss their personal performance, objectives, and opportunities to enhance their skills and experience to support their career potential. VISION & LEADERSHIP

- Demonstrates leadership, ethical behavior, and adherence to Weatherford standards at all times.
- Participate in governance forums to review performance, share best practices, and drive accountability.
- Support change management initiatives and communication plans related to service delivery transitions or enhancements. Deliver knowledge-sharing sessions, calibration calls, and refreshers to maintain service consistency.

REQUIRED
- University Degree/Diploma & 4-6 yrs experience
- May have Master’s/Grad Degree & 2-4 yrs experience

QBE – Qualified by Experience

REQUIRED

- Stakeholder Management: Builds strong relationships with HRBPs, CoEs, and vendors.
- Analytical Thinking: Identifies root causes and translates data into actionable insights.
- Process Orientation: Focused on standardization, accuracy, and efficiency.
- Communication: Clear, concise, and professional in both written and verbal communication.
- Collaboration: Works effectively across functions and regions.
- Continuous Improvement Mindset: Proactively seeks and drives opportunities for optimization.
- General knowledge of HR processes and activities

- General computer knowledge

📌 HR HELPDESK GEOZONE PARTNER (Ciudad de México)
🏢 Weatherford
📍 Ciudad de México