Americas People Operations Center Manager - Employee Life Cycle (Santiago De Querétaro)

Responsibilities

• Team Leadership & Development – Lead, coach, and develop a team of People Operations Specialists (3-6 members), setting a standard for innovation, automation, and collaboration.
• Conduct regular 1:1s, performance reviews, and career development planning.
• Manage daily workflows to ensure balanced workloads across the team.
• Serve as the first point of escalation for complex employee inquiries or process bottlenecks, providing expert guidance and quick resolution.
• Champion for deployment and adoption of HR Technology – Employee Life Cycle Management (Hire-to-Retire).
• Oversee and continuously improve all processes (including but not limited to onboarding, job changes, promotions, offboarding) to ensure a seamless employee journey.
• Analyze end-to-end transactional activities and partner with COEs and HRBPs to expand the POC's scope and impact, improving process efficiency.
• Ensure customer centricity to create a positive employee experience at every stage of the life cycle and every touchpoint.
• Collaborate and partner with People Operations Center – Payroll Manager to ensure data hand‑offs are seamless and compliant.
• Define team and HR organization learning and transition plans for activities to be transferred into the POC scope.
• Act as the functional lead for HR data management and auditing within Workday and other systems fed by Workday information.
• Develop and implement data quality audits to ensure 100% accuracy in employee records.
• Standardize data management protocols to maintain general/regional reporting consistency and compliance.
• Manage the Tier 1 (first level) inquiry queue within the Case Management System (UKG).
• Establish, monitor, and report on Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) (e.g., first‑response time, data accuracy, resolution rate).
• Proactively identify trends in employee inquiries to develop Self‑Service FAQs and Knowledge Base articles.
• Continuously evaluate Hire to Retire workflows to eliminate redundancies and automate manual tasks.
• Maintain comprehensive Standard Operating Procedures (SOPs) and work instructions for all team processes.
• Lead compliance activities for the region, including regular reporting (e.g., EEO‑1) and US compliance postings.
• Contribute to People Operations projects, system enhancements, and regional initiatives as needed.

Qualifications

• Education: Bachelor's degree preferred.
• Experience: Minimum of 5 years in People Operations or HR Shared Services, with at least 2 years in a supervisory or lead capacity.
• Advanced proficiency in Workday (Core HCM) is required.
• Experience using a formal ticketing/case management system for high-volume inquiries.
• Knowledge of US, Canada, and Mexico HR compliance and regulations.
• Exceptional customer service and communication skills.
• Excellent verbal and written communication abilities; fluency in English and Spanish required; Portuguese preferred or ability to learn.
• Ability to handle highly sensitive data with confidentiality and integrity.
• Deeply curious about problem solving, finding solutions, and challenging status quo when appropriate.

Position Details

• Position type: Full-time.
• Expected hours of work: Full-time.
• Compensation: Salary range is $750,490 – $1,182,300 MXN annually; eligible for performance‑based incentive compensation.
• Travel: This position may require occasional travel to the US, potentially Canada or Brazil; no regular travel required.

EEO Statement

Roquette is proud to be an integral company committed to equal opportunity by complying with EEO laws. We provide a dynamic workforce that supports inclusive practices.