Hr Supervisor (Xico)

Primary Purpose

The HR Shared Services Tier 1 Supervisor is responsible for leading and supporting a high‑performing HR Shared Services team that delivers accurate, timely, and customer‑focused support for HR transactions, employee inquiries, and data management. This role ensures compliance with HR policies and procedures, oversees the resolution of escalated issues, supports HR technology initiatives and system testing, and serves as a key liaison between HR Shared Services, HR Centers of Expertise, and HR Business Partners to ensure seamless service delivery. The supervisor is also responsible for analyzing employee and manager case trends, identifying opportunities for continuous improvement, and driving operational excellence while fostering a collaborative, service‑oriented team culture.

What You'll Do

• Lead the day‑to‑day operations of the Tier 1 HR Shared Services team, ensuring timely and accurate handling of HR transactions, inquiries, and escalations.
• Ensure compliance with HR policies, procedures, governance standards, and service delivery controls.
• Manage escalated HR issues and collaborate with HR Operations, HR Technology, Payroll, Benefits, Compensation, and other stakeholders to resolve employee and manager concerns.
• Oversee HR systems, employee data integrity, reporting, mass data changes, and support HR technology updates and testing.
• Supervise, coach, and develop Tier 1 team members, including workflow management, performance evaluations, training, and knowledge development.
• Drive service excellence by monitoring KPIs and SLAs, identifying trends, improving processes, reducing escalations, and promoting continuous improvement initiatives.

What You'll Need

• 3+ years of experience in HR Shared Services or HR Operations.
• Proven ability to lead and manage teams in a Shared Services, Service Center, or Contact Center environment.
• Familiarity with HR systems, including HRIS platforms and shared services technologies.
• Strong leadership, team management, and stakeholder management skills.
• Excellent organizational, multitasking, and prioritization abilities.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint), SAP SuccessFactors, and other HRIS platforms.
• Bilingual or advanced English written and verbal communication skills with the ability to effectively support employees, managers, and business partners.
• Strong analytical, problem‑solving, and decision‑making capabilities.
• Ability to work independently while collaborating effectively across cross‑functional teams.

Where You'll Work

XOLA, hybrid 3 days a week in office.