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Human Resources Service Leader

Recursos Humanos

Human Resources Services Leader

This role provides support to the core functions of the Human Resources Department to:

• Ensure the best quality service to our clients based on current policies and procedures in place. Be the liaison between the Subject Matter Expert in HQS and the team in the Service Center in Costa Rica.

• Manage the Human Resources Operations Service Center from an operational leadership role.

• From an operational perspective, ensure free-flowing communication channel with the COB division representatives (Group Heads, Team Leads) and Service Center to create an enhanced and greater communications based on proximity.


Coordinate timely completion of tasks by the Service Center Team.

• Distribute tasks to team members and ensure compliance with agreed up on Service Level Agreements. Act as escalation facilitator to redirect tickets for prompt resolution.

• Identify process improvements, propose recommendations, lead ad-hoc teams and implement business solutions.

• Identify and define solutions for obstacles to the implementation of business solutions.

• Identify and execute goals and strategic priorities and drive operations excellence.

• Develop and implement standardized and highly-efficient processes.

• Assure Service Center operational performance.

• Manage, coach and lead Service Center staff, and provides goals and expectations, feedback, and operational guidance to optimize performance.

Hard skills

Experience: 6 years of experience working in a HR Operations / Shared Services environment and at least 3 years of experience as a Senior analyst or as a Supervisor. Education: Bachelor’s degree or equivalent experience

Technical/Operating: 6 years working with HR / Case Management Systems. (SAP, Service Now, Workday, Success Factors, etc.)

Language: Fluent in English and Spanish. Basic level of Portuguese will be a plus. Strong writing skills in English and Spanish.

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