Senior Manager, Employee Care Americas

The Senior Manager, Employee Care will lead and supervise the HR Employee Care Team, providing support to all active and former employees in North America and Latin America.

This role is pivotal in implementing World-Class Customer Service Standards to meet organizational objectives while ensuring an exceptional employee experience. The Senior Manager is responsible for resourcing and structuring the team for cyclical processes and ad hoc projects, acting as the highest-level escalation point for complex issues.

This position involves evaluating and approving process improvements, leading the adoption of new systems and technologies, and assessing business needs to drive value and impact. Additionally, the Senior Manager will focus on team development, fostering engagement, and building a culture of recognition and motivation. Responsibilities also include designing and implementing recruiting strategies, using forecasting tools for business continuity, and optimizing headcount and capacity.

• Develops and implements a strategy for an efficient and effective Employee Care Operations across North America and Latin America regions.

• Develops and leverages service delivery metrics to align operations delivery with the business needs and achievement of global targets.

• Leads and supports a team of Employee Care Advisors and consultants covering the North America and Latin America regions, who are the first point of contact for employee HR-related queries. Develops and coaches team members through regular meetings to ensure objectives are in place and career goals are met.

• Maintains world-class customer service standards, driving operational improvements and standardization across services provided. Utilizes relevant measurement and feedback tools to ensure this quality and value of service delivered meets organizational standards.

• Collaborates with regional and global stakeholders to deliver HR services aligned with policies, programs, and business requirements. Partners closely with HR Strategic Business Partners, Centers of Excellence, and global HR teams to deliver all policies, programs, and tasks across the regions, driving standardization, improvements, and effectiveness of services provided.

• Coordinates with various internal teams to meet agreed SLAs and enhance HR operations, assist in identifying and managing areas of opportunity to ensure effective HR service delivery and customer satisfaction.

• Manages case queues in MS Dynamics, analyzes cases and trends to identify further improvement areas, and ensures compliance with SLAs. Acts as the second-level escalation point for Employee Care matters, overseeing case management, addressing customer feedback, and escalations.

• Identifies process and quality improvement opportunities, digitization and system enhancements for an efficient Employee Care Operations and support the successful design, development, and implementation of HR plans, programs, processes, and tools, in collaboration with other HR teams and IT.

• Promotes team engagement, builds a strong culture of recognition and motivation, and ensures team members' enthusiasm and dedication by recognizing their efforts.

• Ensures the team is adequately resourced and structured for cyclic processes and Ad hoc projects, to guarantee the sustainability of service quality and proper functioning of the team.

• Leads the implementation and adoption of any new system, technology, and process, to simplify complexity for the team in line with HR Employee Care global priorities.

• Assesses business needs to add value and positively impact the organization proactively.

• Bachelor's degree in human resources, Business Administration, or a related field. An advanced degree is preferred.

• 7+ years of experience in HR management or a customer service leadership role.

• Proven experience in managing large teams and supporting a substantial employee population.

• Experience with HR processes, systems (e.g., Workday, SAP), and technologies.

• Background in process improvement and project management.

• Familiar and has hands-on experience using process improvement tools and methodologies (e.g., Lean, Six Sigma).

• Strong knowledge of customer service standards and practices.

• Advanced data analysis and forecasting capabilities.

• Excellent verbal and written communication skills.

• Leadership and organizational skills with the ability to motivate and develop teams.

• Familiarity with recruitment strategies and headcount optimization techniques.

• Flexibility to work on a shifting schedule.