Supervisor, HRConnect People Experience - LATAM

Role Summary

The Supervisor, HRConnect People Experience - LATAM coordinates HR operations and vendor relationships to support employees across LATAM countries. The role partners with Payroll, affiliate HRBPs, and external vendors to optimize HR processes and advance the HRConnect strategy. Reports to the global HRConnect People Experience director.

Responsibilities

• Primary liaison to HR business partners in defined geography ensuring alignment of HR operations support to business HR strategies
• Quickly respond to customer escalations and provide solutions to concerns
• Maintain effective communication and relationships across multiple groups internally and externally (service vendors) to ensure execution of business results
• Manage to consistently meet or exceed internal customer expectations by leveraging HR Operations and related Shared Service organizations as enablers for HRBs
• Manage and influence internal customers, and identify change management opportunities
• Track services using case management, SLAs, and KPIs to provide timely support and manage escalations
• Conduct root cause analysis to determine solutions, training needs, or process/documentation improvements
• Act as Regional Subject Matter Expert for LATAM on Workday HCM and related processes, translating data analysis requirements into solutions
• Collaborate with Global/regional HR Systems, Operations, and Payroll to optimize standards and practices, developing process maps, work instructions, and end-user guides
• Demonstrate strong soft skills with at least 2 years of supervisor or people management experience

Qualifications

Education and Experience

• Bachelor's degree or equivalent experience
• Minimum 3 years of experience in HR and HR operations support (preferred in a complex, matrix, global environment)
• Minimum 5 years of experience in a customer service environment
• Demonstrates competency in leadership and project planning/management
• Knowledge and hands-on experience in HR, Time and Payroll systems (Workday, Taleo, euHReka or other HR module of ERP) and related data/vendor management
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills
• Strong collaboration, facilitation and presentation skills
• Experience with case management, and project management tools such as Salesforce, ServiceNow, MS Project, MS Visio, MS PowerPoint, MS Teams, SharePoint
• Experience with MS Excel and HR data management
• Experience in stakeholder management with a focus on delivering superior customer service
• Ability to be agile and drive results, collaborate across cultures, and work globally across organizational boundaries
• Agile and self-motivated learning
• Strong knowledge of local economies, business and governmental practices in Latin America
• Fluent in English, Spanish and/or Portuguese

Education

• Bachelors degree or equivalent experience