The Director of Talent Operations and HR Compliance is responsible for leading a team that supports the Talent Acquisition process and HR compliance for Latin America. This role is crucial for implementing global systems and tool improvements initiated by the Business Process Leader and the Workday Team. The Director ensures the delivery of HR activities and services related to Recruitment, Onboarding, and Compliance for all employees, including maintaining the Personnel Integrity Assurance Program (PIAP) for North America/Work councils to ensure all contingent workers and new hires meet integrity standards. The Director provides services to over 6,500 Coke employees in America, ensuring all work aligns with regional and global policies and processes, meets agreed Service Level Agreements (SLAs), and adheres to legal and statutory compliance.
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This role involves close collaboration with SBPs, COEs, legal, work councils, hiring managers, recruiters, and global teams to deliver policies, programs, and tasks across all regions (LATAM, NA, APAC, and EMEA). The Director supports the standardization and improvement of services provided, utilizing relevant measurement and feedback tools to ensure that the quality and value of service delivered meet KO standards and Operating/Service Level Agreements.
As a Client Relations Manager, the Director nurtures long-term relationships with customers, addresses clients' business needs, and resolves complex client escalations or complaints related to People Services, including Benefits, Mobility, Compensation, Payroll, HCM, HR Help, and Travel, ensuring the process is seamless for employees.
What You'll Do for Us
Leadership and Team Management:
- Lead the Talent operations and HR compliance operations, manage priorities, and ensure effective handling of activities.
- Responsible for recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining the team.
- Communicate job expectations, plan, monitor, appraise, and review job contributions.
- Provide direction and coaching to improve performance and skills.
- Manage team capability and capacity to deliver Talent Acquisition's Key Performance Indicators (KPIs).
- Ensure compliance with legal, statutory, and local business requirements within agreed SLA and OLA.
- Anticipate and plan for work volume peaks or changes in service delivery requirements.
- Analyze team performance, address issues immediately.
Stakeholder Engagement:
- Coach and provide guidance to Employee Experience Hub managers, COEs, Recruiters, SBPs, and managers on HR processes.
- Lead engagement with SBPs, BPL, COE, hiring managers, Recruiters, and Global Delivery Leads for Recruitment.
- Share results and key initiatives of Employee Experience in their respective region.
- Interface with non-HR departments such as IT and Procurement for escalations
- Develop the team on processes, changes, and implementation of new processes and policies.
- Lead the deployment and adoption of new systems or technologies to enhance Talent Operations globally.
- Build robust relationships within HR and with customers to optimize the new service delivery model.
- Partner with key stakeholders to support future company restructures
Recruitment Operations
- Case Management and Escalations:
- Act as the first level escalation point for complex HR process issues related to Employee Experience Hub services.
- Establish and monitor OKRs.
- Analyze cases and trends for improvement areas.
- Coordinate with stakeholders for approvals, escalating requests as needed to ensure proper resolution.
- Deliver regular updates on team KPIs to main stakeholders.
- Monitor team effectiveness and efficiency through metrics and dashboards, ensuring service delivery within agreed SLAs.
- Report on metrics, achievements, and process improvements to main stakeholders, including BPL, COEs, HRDs, Talent Delivery Product Owners, and Recruiters.
HR compliance and documentation.
- Lead HR compliance and documentation processes, coordinating efforts for both corporate and statutory audits.
- Support the Quality and Governance framework by providing necessary documents and information for audits.
- Oversee HR compliance operations across multiple countries and regions, ensuring alignment with global regulations and adherence to company policies.
- Ensure statutory reporting to external entities.
- Supervise vendor relationships to guarantee compliance with quality standards related to file management and documentation.
- Manage the onboarding process for new hires in their respective countries of responsibility, ensuring compliance with regional requirements.
Service Management
- Define, negotiate, and maintain Service Level Agreements in alignment with OLAs.
- Implement process controls to trigger corrective actions when metrics are off track.
- Establish and oversee knowledge management procedures to ensure service quality across processes and regions.
- Manage the standardization of processes across different regions and employee types.
- Manage expectations and maintain strong collaborative relationships with partners.
- Own change management efforts and establish strong communication channels with key customers.
- Manage relationships with vendors (Relocation, Travel, Work Permits, Background Checks) to meet service level agreements and handle process changes
- Provide day-to-day support to the HR Community by managing complex escalations
- Develop an effective framework to continuously improve customer experience
Ad Hoc Projects
- Act as SME in ad-hoc projects related to Onboarding, Workday Optimization, Career Development, etc.
- Lead initiatives for process changes, system improvements, and optimization (e.g., automation).
- Identify and deploy process improvements and system enhancements collaborating with HR and IT teams.
- Take corrective action in cases of non-compliance regarding process integrity and improvements.
- Build strong, collaborative relationships with partners to achieve key goals.
Qualifications & Requirements
- 7+ years of relevant experience in a multinational/multi-country environment and customer facing roles
- Proven experience in a leadership role is required
- At least 3 years of experience in Talent Acquisition and background check processes, strong legal knowledge (mainly on specific implications for each state- example: marijuana legalization, 'ban the box', Fair Credit Reporting Act (Federal Government legislation enacted to promote the accuracy, fairness, and privacy of consumer information contained in the files of consumer reporting agencies.).
Differentiating skills are as follows:
- Strategic vision and tactical sense
- Being a change agent -ability to live with and manage ambiguity
- Curiosity and continuous learning mindset
- Continuous networking with colleagues and clients
- The ability to communicate confidently - both through speaking and writing - with colleagues and clients from all levels of an organization
- Focus on timely and consistent execution
- Ability to manage in a virtual working environment, fully utilizing technology and communication tools
- Effective contracting and consulting with clients and HR colleagues
- Project Management capability
- Process Improvement mindset and delivery
- Effective People Manager
- Delivers Results balancing what and how
- Ensures Talent - Where and When We Need It
- HRIS system: Extensive and deep knowledge of SAP-HR, processes and interrelationships of data transfer
- Analytical Thinking
- People Management
- Customer Service Excellence
- Virtual team leadership