Senior Employee Service Manager

Responsibilities

• Lead the delivery of Employee Services across the Americas region, ensuring high-quality, consistent execution of employee lifecycle support, inquiries, and transactions
• Manage and develop a distributed team, building leadership capability, performance accountability, and a high-performing service culture across multiple locations
• Own regional service delivery performance, including SLAs, KPIs, case quality, and employee experience metrics
• Execute globally defined processes and standards, ensuring consistency and appropriate regional adaptation across the U.S. and Latin America
• Drive continuous improvement within the region, identifying trends, inefficiencies, and opportunities to enhance service delivery, and partnering with global teams to implement improvements
• Ensure accurate and timely processing of employee data in SuccessFactors, maintaining strong data quality and operational discipline
• Drive adoption and consistent usage of ServiceNow as the case management platform, ensuring adherence to established processes and data standards
• Partner with HRIS and technology teams to support implementation of system enhancements, automation, and AI-enabled solutions, and drive adoption across the region
• Collaborate with Centers of Excellence (e.g., Benefits, Employee Relations, Compliance) to ensure processes are executed in alignment with policies and regulatory requirements
• Ensure service delivery operations adhere to applicable labor laws, company policies, and audit requirements, including U.S. and Latin American regulatory considerations, escalating risks as needed
• Maintain and continuously improve SOPs and knowledge base content related to service delivery processes
• Analyze service trends and performance data to inform decision-making and recommend improvements
• Collaborate with global Employee Services leaders, providing regional insights and contributing to the evolution of the overall People Operations model

Requirements

• 8–10+ years of HR experience, including shared services or HR operations leadership
• Experience managing teams across the U.S. and/or Latin America
• Experience leading service delivery in a high-volume, process-driven environment
• Hands-on experience with HR systems (SuccessFactors preferred) and case management tools (ServiceNow preferred)
• Experience managing service delivery metrics (SLAs, KPIs, case quality)
• Strong understanding of HR operations and regional compliance considerations, including U.S. employment practices
• Familiarity with Latin America HR operations and regulatory environments (preferred)
• Experience supporting scaling or transformation of shared services operations (preferred)
• Experience supporting adoption of automation or technology solutions (preferred)
• Proficiency in Microsoft 365, particularly Excel (preferred)