**HR Manager Service Line** 6392 Human Resources Mexico City, MX For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home. As a member of our team, you'll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways. Our "roll up your sleeves and get the job done" approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission. It's a colorful world - make your mark by joining the BIC team today. **Job Description** The HR Manager, Service Line, will oversee the efficient delivery of Employee Services from HR Shared Services to BIC NAM & LAM countries. As a key member of the Global HR organization, this role will report directly to the Senior Manager of HR Operations and Shared Services. The HR Manager, Service Line, will be responsible for managing the daily operations of the HR Shared Services team, ensuring the timely, accurate, and efficient delivery of Employee Services in alignment with established SLAs. In addition to leading day-to-day activities, the role will focus on fostering the continuous professional growth of the Employee Services team. The HR Manager, Service Line, will also collaborate with global HR teams to ensure seamless service delivery and drive ongoing process improvements across regions. **What You'll Do:** **Service Delivery** + Team Management: Lead and develop a team of Advisors, ensuring they have the necessary knowledge and resources to meet customer needs. + Onboarding & Training: Oversee the onboarding and training of new Advisors, and manage team performance. + Escalation Point: Act as the first point of escalation for complex transactions, resolving issues and liaising with HR specialists as needed. + Data & Documentation: Lead team responsible for managing employee personal data and documentation, handling processes such as job changes, position management, transfers, contract documentation, onboarding, benefits, and terminations. + Liaison Role: Coordinate between Global COEs, in-country specialist teams, and content developers to build a robust knowledge base and ensure consistent customer guidance. + Compliance & Confidentiality: Ensure adherence to internal controls and data confidentiality, securing necessary approvals for HR processes. + Process Improvement: Drive team engagement, consolidate feedback, and identify opportunities to enhance process execution and technology use. Implement improvements as needed. + SOP Maintenance: Regularly update Standard Operating Procedures (SOPs). + KPI & SLA Monitoring: Ensure KPIs and SLAs are consistently met. + IT Collaboration: Work with the IT team to resolve HCM issues, minimizing disruption to HR operations. + Data Quality: Regularly audit and monitor data quality, ensuring accuracy and compliance across all HR processes. + Workflow Improvement: Identify gaps in workflows and collaborate with stakeholders to implement continuous improvements. + System Enhancements: Proactively identify opportunities for system enhancements or process innovations that align with business objectives. + Employment Verifications: Oversee the provision of employment verifications to third parties. + Process Consistency: Ensure process consistency and accuracy using standard templates and maintaining electronic records. **People Management** + Recruitment & Development: Lead the recruitment, management, and development of Advisors, ensuring they have the necessary skills to meet customer needs. + Coaching & Training: Provide ongoing coaching and identify training needs, implementing targeted interventions to enhance service quality. + Role Clarity: Clearly define and communicate role accountabilities to ensure efficient and consistent service delivery. **Qualifications:** + **Education** : University degree in HR, Business Administration, International Relations, or a related field. + **Experience** : Minimum of 3 years in an HR Shared Services model is desirable. + **HR Systems** : Proven experience with HR processes and transactions within HCM systems, especially SuccessFactors. + **Attention to Detail** : Strong commitment to maintaining data accuracy. + **Technical Skills** : Familiarity with HR and service center technologies, including case management systems. + **Stakeholder Management** : Excellent relationship-building skills and ability to manage stakeholders effectively. + **Leadership** : Demonstrated team leadership experience, with a track record of guiding, developing, and motivating teams to high performance. + **Problem-Solving** : Proficient in resolving complex process challenges and driving continuous improvement initiatives. + **Language Skills** : Fluent in English; proficiency in Portuguese is a plus. + **Time Management** : Ability to manage competing tasks and prioritize workload efficiently. + **Team Collaboration** : Enjoys leading and collaborating within a dynamic team, meeting monthly deadlines under pressure. + **Software Proficiency** : Proficient in Microsoft applications; experience with Power BI is advantageous. + **Communication** : Highly developed communication, organizational, and interpersonal skills. + **Confidentiality** : Proven ability to handle confidential data responsibly. + **SLA Management** : Experienced in delivering against Service Level Agreements (SLAs) and collaborating with third-party providers to meet deadlines. + **Analytical Skills** : Strong analytical thinking and problem-solving skills, with a talent for developing creative solutions. BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need. BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.