HR Service Centre Team Lead

HR Service Centre Team Lead - Mexico City - Hybrid

ICON plc is a world-leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development.

As a HR Service Centre Team Lead at ICON, you will oversee the daily operations of the HR Service Centre, ensuring efficient and high-quality service delivery to employees and managers.

What You Will Do:

You will oversee human resources workstreams, ensuring deliverables meet quality and timeline expectations.

• Leading and managing the HR Service Centre team to deliver timely and effective support on HR-related queries and processes.
• Ensuring adherence to HR policies, procedures, and service standards to meet employee needs effectively.
• Collaborating with HR and cross-functional teams to streamline processes and improve service efficiency.
• Monitor HR Service Center trends across LATAM via case management and provide feedback to management regarding necessary changes and updates, including proactive communication with other departments/regions/customers in identifying and resolving issues.
• Become proficient in understanding and application of regional HR policies.
• Act as an escalation point to HR Advisors on all HR processes and policies, from new starter, right through the employee life cycle to leaver process.
• Monitoring service centre metrics and implementing initiatives to enhance performance and employee satisfaction.
• Providing coaching and development opportunities to team members, fostering a positive and productive work environment.

Your Profile:

You will have solid human resources experience, with the ability to manage competing priorities and develop your team.

• Bachelor's degree in human resources, business administration, or a related field, or equivalent experience.
• Experience in an HR service delivery or customer support role, preferably with supervisory responsibilities.
• Strong organizational and problem-solving skills, with attention to detail and a commitment to service excellence.
• Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
• A proactive approach to continuous improvement and a passion for enhancing the employee experience.
• Comfortable working across the LATAM region.
• Advanced English level (mandatory).

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What ICON can offer you:
Our success depends on the quality of our people. That’s why we’ve made it a priority to build a diverse culture that rewards high performance and nurtures talent.

In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.

Our benefits examples include:

• Various annual leave entitlements
• A range of health insurance offerings to suit you and your family’s needs.
• Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
• Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family’s well-being.
• Life assurance
• Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.

Visit our careers site to read more about the benefits ICON offers.

At ICON, inclusion & belonging are fundamental to our culture and values. We’re dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here

Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless – there’s every chance you’re exactly what we’re looking for here at ICON whether it is for this or other roles.

Are you a current ICON Employee? Please click here to apply