Hr Supervisor SBS

Locación: México City - Polanco

Modalidad: Hibrida

Prestaciones superiores a la ley

About the job:

Lead and manage the LATAM Employee Services Support Hub, ensuring the efficient delivery of HR services at a regional level as the first point of contact. Responsible for overseeing daily operations, ensuring SLA compliance, driving continuous improvement, and developing the team to deliver an exceptional employee experience. Additionally, serves as an escalation point for complex cases, promoting operational excellence, process standardization, and the optimization of HR tools and systems.

What we’re looking for:

• Advanced English (mandatory)
• Degree in administration, accounting, or a related field with at least 4 years of experience
• Experience leading teams
• Experience managing an HR system

About the job:

• Lead and develop a regional team responsible for Tier 0 and Tier 1 support for HR, payroll, and benefits inquiries
• Oversee case management across multiple channels (portal, chat, email, and phone), ensuring SLA compliance and quality standards
• Act as an escalation point between the analyst team and Tier 2 teams (COEs) to resolve complex cases
• Implement and standardize global processes to ensure service consistency
• Monitor and analyze KPIs (SLA, first contact resolution, CSAT, backlog, resolution times) to support decision-making and continuous improvement
• Develop and maintain the knowledge base, promoting self-service and reducing ticket volume
• Lead continuous improvement initiatives focused on operational efficiency and employee experience
• Manage, coach, and develop the team by setting clear goals, growth plans, and fostering a culture of service, collaboration, and innovation
• Ensure compliance with privacy policies, data security, and audits across all regions

Preferred:

• Knowledge of HR Cloud (Oracle)
• Knowledge of ServiceNow

About Us

Aquí, creemos que no hay un solo camino hacia el éxito, creemos en las carreras que crecen con usted. Sea cual sea usted o de donde sea que venga en el mundo, hay un lugar para usted en Sherwin-Williams. Le brindamos la oportunidad de explorar su curiosidad e impulsarnos hacia adelante. Le daremos el espacio para compartir sus fortalezas y queremos que nos muestre lo que puede hacer. ¡Puede innovar, crecer y descubrir en un lugar donde pueda prosperar!

Recuerde que los miembros del equipo de contratación de Sherwin-Williams nunca solicitarán a un candidato que proporcione un pago, ni le pedirán información financiera o información personal confidencial como números de identificación nacional, fecha de nacimiento o números de cuenta bancaria durante el proceso de solicitud.