Sr. Manager, Global People Services for the Americas

About the Opportunity

The Sr. Manager of Global People Services (GPS) for the Americas is responsible for leading day‑to‑day HR service delivery operations across Canada, the U.S., Mexico, and Peru, and for driving continuous improvement in employee and manager support cases. This role ensures the delivery of high‑quality, consistent, and efficient HR services that enhance employee experience while enabling Human Resources to operate more strategically through data, AI‑enabled solutions, and continuous improvement.

The leader partners closely with HR and business stakeholders to implement and optimize standard operating procedures, strengthen service delivery models, and ensure adherence to service level agreements (SLAs).

Responsibilities

• Lead the day‑to‑day Global People Services operations across the Americas, executing service delivery priorities and continuous improvement initiatives aligned with business and people needs.
• Provide leadership to the GPS team and collaborate with functional and cross‑functional teams to implement best practices.
• Develop HR service delivery by leveraging Workday, AI, automation, and self‑service capabilities to improve efficiency and user experience.
• Develop service delivery dashboards and operations reporting to identify trends, improve service quality, and support data‑driven decision making.
• Lead the development, maintenance and continuous improvement of knowledge management (SOPs, FAQs, service content) to support consistent service delivery.
• Partner across HR (HRBPs, COEs, GPS) and the business to standardize processes, identify pain points, optimize workflows, and improve end‑to‑end employee lifecycle experiences through processes, policies and guidelines.
• Support the implementation and optimization of a regional service delivery model across the Americas.
• Establish and monitor service level agreements (SLAs), performance metrics, and capacity models to ensure effective resource allocation and service excellence.
• Lead continuous improvement initiatives focused on operational efficiency, service quality, and cost optimisation, leveraging process redesign and technology.
• Partner with HR and business leaders to support operational execution and service delivery priorities.
• Lead HR delivery projects that improve employee experience and service quality.
• Develop a high‑performing, future‑ready team through coaching, succession planning, and skills development.
• Identify and implement emerging technologies, including AI‑enabled solutions, to simplify HR processes, improve case resolution, reporting, knowledge management and employee experience.

Candidate Profile

• 8+ years of expertise in HR operations, shared services, or HR service delivery environments.
• Bachelor’s degree required in Human Resources or a related field.
• Experience leading regional HR service delivery teams or shared services functions across multiple countries.
• Strong track record of driving automation, balancing people‑oriented and digital service delivery.
• Bilingual in English and Spanish.
• Demonstrated ability to drive operational excellence, process improvement, and service delivery outcomes.
• Strong experience with HR technologies (Workday is a plus) and service delivery platforms.
• Data‑driven mindset with experience leveraging analytics and insights to improve outcomes.
• Exceptional leadership, collaboration and stakeholder management skills across global, matrixed environments.
• Strong analytical, organisational and communication skills, with the ability to translate complexity into actionable insights.
• Proven ability to drive efficiency, scalability and continuous improvement in HR service delivery.