Regional HR Service Delivery Manager – LATAM

This is a fully remote position, open to applicants in Mexico, +2 more countries.

📋 Description

• Act as the regional expert on HR processes, country-specific regulations, and client-specific case management.

• Develop and uphold SOPs, playbooks, and a knowledge repository to ensure precise and consistent operations at scale.

• Collaborate with Payroll Operations, Account Management, Product, Legal, and Risk & Compliance teams.

• Manage HR tickets and inquiries from clients and employees, ensuring prompt resolutions and high satisfaction rates.

• Address HR service delivery concerns across various employment models.

• Create and maintain guides for case handling and compliant SOPs.

• Build and lead a regional team of HR Delivery Specialists and Employee Relationship Coordinators.

• Supervise HR service delivery capacity and regional operational preparedness.

• Apply global and regional HR rules and regulations to client-specific and cross-border situations.

• Investigate and resolve escalations and intricate client or employee cases.

• Maintain documentation that is ready for audits regarding HR service processes, controls, and compliance.

• Monitor and interpret changes in HR legislation and regulations, communicating updates as necessary.

• Address client and employee HR complaints, identifying root causes to prevent future occurrences.

• Oversee the onboarding process for new countries and clients into HR service delivery.

• Coordinate with local vendors, including local legal counsel.

• Track regional HR service delivery KPIs and SLAs.

⛳️ Requirements

• A minimum of 5 years of demonstrated HR service delivery experience managing multi-country or regional HR operations in a high-growth or startup context.

• Excellent communication skills with the capability to articulate complex information clearly across various formats.

• Practical experience in building and scaling teams and their supporting frameworks (SOPs, knowledge base) in a rapidly growing environment.

• Familiarity with global HR rules and regulations, with the capacity to apply them to client-specific and cross-border cases.

• Comfortable working remotely and independently in a dynamic, fast-paced setting.

• Multilingual skills (English required; proficiency in additional languages is a plus).

• Experience in supporting high-touch enterprise accounts and managing escalations with professionalism.

• Proficient in resolving complex client and employee HR inquiries and tickets in a timely manner.

• Ability to thrive in uncertain situations and adapt swiftly to changing priorities and jurisdictions.

• Strong documentation abilities with an emphasis on creating infrastructure and knowledge bases that facilitate scaling.

🏝️ Benefits

• Remote work flexibility.

• Opportunity to build and lead a regional HR service delivery team.

• Chance to establish HR service delivery infrastructure, including SOPs, playbooks, and knowledge bases.