HUMAN RESOURCES - Americas People Operations Center Manager - Employee Life Cycle

The Role: 

Our People Operations Center (POC) in Mexico is growing, and we are looking for an experienced People Operations Leader to oversee a team dedicated to the seamless execution of the employee life cycle. The Leader will be responsible for managing employee life cycle processes, ensuring data quality, managing Tier 1 employee inquiries via our case management system, and driving operational excellence through the monitoring of SLAs and KPIs. You will serve as a subject matter expert and mentor, fostering a culture of accuracy, customer centricity, and efficiency. 

What You’ll Do: 

Team Leadership & Development 

• Lead, coach, and develop a team of People Operations Specialists (3-6 team members) setting a standard for innovation, automation, and collaboration. 

• Conduct regular 1:1s, performance reviews, and career development planning. 

• Manage daily workflows to ensure balanced workloads across the team. 

• Serve as the first point of escalation for complex employee inquiries or process bottlenecks providing expert guidance and quick resolution. 

• Be a champion for deployment and adoption of HR Technology 

Employee Life Cycle Management (Hire-to-Retire) 

• Oversee and continuously improve all processes (including but not limited to onboarding, job changes, promotions, offboarding) ensuring a seamless employee journey. 

• Analyze end-to-end transactional activities and partner with COEs and HRBPs to expand the POC’s scope and impact, as well as improve process efficiency 

• Ensure customer centricity to create a positive employee experience at every stage of the life cycle and every touchpoint. 

• Collaborate and partner with People Operations Center – Payroll Manager to ensure data hand-offs are seamless and compliant. 

• Define team and HR organization learning and transition plans for activities to be transferred into the POC scope  

Workday Data Management & Quality 

• Act as the functional lead for HR data management and auditing within Workday, as well as other systems fed by Workday information. 

• Develop and implement data quality audits to ensure 100% accuracy in employee records. 

• Standardize data management protocols to maintain global/regional reporting consistency and compliance. 

Service Delivery & Case Management 

• Manage the Tier 1 (first level) inquiry queue within the Case Management System (UKG). 

• Establish, monitor, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) (e.g., first-response time, data accuracy, resolution rate). 

• Proactively identify trends in employee inquiries to develop Self-Service FAQs and Knowledge Base articles. 

Process Improvement 

• Continuously evaluate "Hire to Retire" workflows to eliminate redundancies and automate manual tasks. 

• Maintain comprehensive Standard Operating Procedures (SOPs) and work instructions for all team processes. 

Other Duties  

• Lead compliance activities for the region, including regular reporting (e.g. EEO-1) and US compliance postings. 

• Contribute to People Operations projects, system enhancements, and regional initiatives as needed. 

What You’ll Need: 

Education:           

• Bachelor’s degree preferred 

Experience: 

• Minimum of 5 years’ experience in People Operations or HR Shared Services, with at least 2 years in a supervisory or "lead" capacity. 

• Advanced proficiency in Workday (specifically Core HCM) is required. 

• Experience using a formal ticketing/case management system to manage high-volume inquiries. 

• Knowledge of US, Canada, and Mexico HR compliance and regulations. 

• Exceptional customer service and communication skills. 

• Excellent verbal and written communication abilities; fluency in English and Spanish required; Portuguese preferred or ability to learn  

• Ability to handle highly sensitive data with confidentiality and integrity. 

• Deeply curious about problem solving, finding solutions, and challenging status quo when appropriate. 

Work Environment 

• This role spends approximately 100% of the time in an office environment 

• While performing the duties of this job, the employee is required to speak or hear. The employee is frequently required to stand; walk, climb stairs, use hands and fingers to handle or feel; and reach with hands and arms; work in hot, cold and loud environments.   

Position Type/Expected Hours of Work 

• This is a full-time position.   

Travel 

• This position may need to travel on an ad-hoc basis (specifically to the US, potentially Canada or Brazil). No regular travel required.