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.
Responsibilities
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, onbo

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