Job DescriptionAbout the roleAs our BSO HR Service Desk Senior Advisor, you'll deliver exceptional HR support by managing stakeholder needs and assisting customers across multiple contact channels. In this permanent role, you'll be a trusted point of contact for employees and stakeholders while helping shape a consistent, customer-focused service experience. You'll handle a wide range of inquiries, support service management activities, and play an important role in improving how HR services are delivered across regions.Required QualificationsDelivered HR operations, HR shared services, HR service desk, customer service, or related support services in a professional environment.Managed complex or sensitive customer interactions and resolved issues through effective problem-solving.Applied customer service and service management practices to support high-quality service delivery.Supported customers through multiple channels, including ServiceNow, phone, email, and chat.Built stakeholder relationships across different levels of an organization to improve service outcomes.Completed studies in Human Resources, Business Administration, or a related field, or gained equivalent experience.Preferred QualificationsImplemented process automation or artificial intelligence solutions that improved service delivery.Supported service improvements through process optimization initiatives.Worked within a integral HR shared services or HR operations environment.Applied service management frameworks or industry best practices.What you’ll buildDeliver high-quality HR support across phone, email, chat,



and service management platforms.Strengthen stakeholder relationships by understanding business priorities and improving support journeys.Handle complex customer situations with professionalism, sound judgment, and a solutions-focused approach.Identify recurring issues, service gaps, and improvement opportunities that enhance the employee experience.Contribute to continuous improvement initiatives that increase efficiency and service quality.Support collaboration across regions to create consistent and customer-focused service delivery.Life on the teamYou’ll join the BSO Service Desk team, where we support employees and stakeholders through every stage of their journey. Our team works in a hybrid rhythm and follows a global "follow the sun" approach, partnering across regions to provide consistent support. We value professionalism, empathy, collaboration, accountability, strong communication, and a continuous improvement mindset. It's a place where ideas are shared openly, best practices are exchanged, and learning is part of everyday work.What success looks likeSuccess in this role means becoming a trusted role model for customer service excellence while confidently managing challenging interactions and service situations. Over the next 12 to 18 months,



you'll help strengthen cross-regional collaboration, identify opportunities for service improvement, and ensure regional needs are clearly represented in business discussions. You'll work closely with stakeholders and customers across multiple contact channels, helping create a more efficient, consistent, and employee-focused service experience.Can manage with supervision, tasks are assigned with explanationWhat’s in it for you?Here are some of what to expect:Family Care Leave - We offer enhanced paid leave options for those important times.Insurances - All colleagues are covered by our life and disability insurance which provides protection and peace of mind.Wellbeing - We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are basedColleague Discount - We know you'll love to build so from day 1 you will qualify for our generous colleague discount.Bonus - We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus schemeYour workplace - You'll find this at the top of this advert and when you join the team, we'll confirm this with you.We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, r#J-18808-Ljbffr

📌 Sr. Advisor (Monterrey)
🏢 Lego
📍 Monterrey