Regional Operations Manager, LATAM

hace 1 mes

Xico, México Horizons A tiempo completo

About Horizons

We're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.

About the role

Key Responsibilities

  • Setup and help open our local offices. Lead the local incorporation of Horizons' subsidiaries around the globe and everything that will come alongside getting us setup
  • Gain first-hand insights into the employee-facing onboarding & support tasks. This will be an exciting opportunity to learn directly from the Operations team about our client's and their local employee's lifecycles and experience how our service is being delivered
  • Act as the local contact point for our existing employees when transferring their contracts from a local partner to Horizons
  • Successfully completing transfers of employment relationship
  • Handle new inbound projects for LATAM by coordinating with local in-country implementation partners
  • Further involvement within Global Expansion department. Upon successful incorporation in a country, we'll look into reproducing our setups into further countries across the LATAM region
  • Regional Operations
    • Ensure compliance with local employment laws and regulations in the region, including tax, labor, and immigration laws
    • Develop and maintain relationships with local government agencies, labor unions, and other relevant organizations
    • Manage a team of HR professionals who are responsible for onboarding, payroll, benefits administration, and other HR functions for clients in the region
    • Develop and implement processes to ensure timely and accurate on-boarding and off-boarding of employees in compliance with local laws and regulations
    • Monitor and manage employee benefits programs, including health insurance, retirement plans, and other benefits in compliance with local laws and regulations
    • Collaborate with the global leadership team to develop and implement strategies to expand the company's presence in the region and grow the client base
    • Provide strategic guidance and support to clients in the region, including advice on local employment laws and regulations, cultural nuances, and best practices for managing a global workforce
    • Monitor and manage regional financials, including revenue, expenses, and profit margins
    • Develop and maintain relationships with key clients in the region, providing exceptional customer service and support to ensure high levels of client satisfaction and retention
  • Customer Service
    • Develop and implement customer service standards to ensure timely and accurate responses to client inquiries and requests
    • Monitor client satisfaction and proactively address any issues or concerns to ensure high levels of customer retention
    • Implement and manage service level agreements (SLAs) with clients and vendors, ensuring that all parties are meeting their commitments
    • Develop and implement a training program for service and support personnel, ensuring that they have the knowledge and skills necessary to effectively support clients
    • Identify and implement process improvements to streamline service and support operations, reduce response times, and improve the overall customer experience
    • Manage and report on key performance indicators (KPIs) for service and support, including response times, resolution rates, and customer satisfaction scores
    • Collaborate with sales and account management teams to identify upsell and cross-sell opportunities and ensure a seamless transition of new clients to the service and support teams
    • Work closely with other regional managers to share best practices and ensure consistency in service and support operations across the organization
  • Requirements
    • 8+ years of experience in HR, Payroll, Finance, or Legal in LATAM region
    • A Bachelor's degree or higher preferably in Business, HR, Finance, or Legal
    • Master-level knowledge of the legal framework for employment (including PEO) and the latest HR/Payroll regulations of the LATAM region
    • Excellent knowledge of client segment (e.g. issues, trends, typical pain points, voice of the client) and the ability to influentially discuss with senior client contacts
    • The history or knowledge of leading local entity operations and ongoing compliance in the region
    • A demonstrated track record of progressive responsibility and success in recruiting, training, and leading teams
    • A high degree of cultural sensitivity and experience with international clients
    • A team-player mindset with the ability to take ownership, contribute to process improvement and work independently
    • The motivation to make a difference in the remote employment space
    • Previous familiarity with a remote, hyper-growth start-up culture is a plus
    • Fluency in Spanish, English and Portuguese

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