Senior HR Service Partner – Americas

This is a fully remote position, open to applicants in Mexico, +1 more country.

📋 Description

• Act as the primary point of contact for HR-related questions from associates and leaders.

• Oversee a designated caseload in the case management system for intricate level 2 transactions/requests such as preboarding and severance.

• Record and manage tickets/cases within the system.

• Assist users in navigating self-service tools and knowledge base content.

• Contribute to the creation and enhancement of knowledge base articles, FAQs, internal process documentation, and standard operating procedures.

• Ensure that service level agreements (SLAs) and quality standards are achieved with a high degree of accuracy.

• Maintain consistent application of policies and standard operating procedures.

• Refer unresolved or complex cases to Tier 3 and subject matter experts as necessary.

• Handle confidential matters and address escalated cases.

• Engage in continuous improvement initiatives and workshops; offer insights to enhance processes or self-service tools.

• Provide advice, training, and coaching to Tier 1 Service Partners.

⛳️ Requirements

• Bachelor’s Degree.

• Proficiency in English and Portuguese for the Americas Region; Spanish is preferred.

• 3–5 years of HR experience, ideally in a shared services setting.

• Strong comprehension of HR policies and regulatory requirements.

• Experience in logging and managing tickets/cases using management/CRM tools, preferably JIRA.

• Familiarity with HRIS systems such as Workday, SAP, or Oracle.

• Analytical mindset; capable of identifying trends and proposing enhancements.

• Excellent communication and problem-solving abilities.

🏝️ Benefits

• Remote work model.

• Competitive salary.

• Attractive benefits package.

• Flexible working hours.

• Structured onboarding and training process.

• Opportunities for career development and coaching.

• A collaborative and supportive team environment.