Human Resources Manager – Performance & Culture

This is a fully remote position, open to applicants in Nicaragua, +5 more countries.

📋 Description

• Create and implement strategies aimed at enhancing VA retention, minimizing avoidable turnover, and tracking retention KPIs and early warning indicators.

• Examine resignations, client-requested replacements, and causes of turnover to pinpoint areas for improvement.

• Develop and administer satisfaction surveys and feedback systems, and execute action plans for recurring issues.

• Guide, mentor, and support the HR team through one-on-one sessions, performance evaluations, and established KPIs.

• Manage VA performance issues and client feedback, including Performance Improvement Plans (PIPs) and timely follow-ups.

• Ensure prompt resolution of VA complaints, concerns, and requests.

• Compile and present HR reports with actionable insights, and formulate HR strategies that align with company goals.

• Create, update, and enforce HR policies, standard operating procedures (SOPs), and protocols, while overseeing disciplinary matters and adherence to company policies.

• Supervise VA onboarding and offboarding processes, HR records, and the administration of compensation and benefits.

• Spearhead VA engagement, recognition, culture, and volunteering initiatives.

• Enhance HR processes, tools, and workflows, identifying opportunities for standardization and automation.

• Perform additional related tasks as required.

⛳️ Requirements

• Proficient in English (C1/C2).

• 3–5 years of experience in HR, People Management, Employee Relations, or relevant fields.

• A minimum of 2 years in a leadership capacity.

• Preferred experience in the Staffing, BPO, or Outsourcing industry.

• Strong analytical skills to convert HR data and trends into actionable retention and satisfaction programs.

• Demonstrated ability to lead teams, set KPIs, foster accountability, and achieve measurable outcomes.

• Experience in managing employee satisfaction, retention, performance improvement plans, and conflict resolution.

• Exceptional interpersonal, communication, and stakeholder management skills.

• Strong organizational, problem-solving, prioritization, and follow-through abilities.

• Applications and résumés must be submitted in English only.

🏝️ Benefits

• Paid time off.

• Performance bonuses.

• Monthly medical insurance stipend after meeting eligibility criteria.

• Birthday bonuses.

• Work-anniversary bonuses.

• Gym and wellness allowance.

• Unlimited online fitness classes.

• Company events and Christmas celebrations.

• Fully remote role.

• Direct exposure to senior leadership.