People Services Operations Manager

Job description:

Purpose and Scope

The People Services Operation Manager will be responsible for delivering consistent, high-quality support for employee queries while championing operational excellence and an exceptional colleague experience across the China Operations. You'll work closely with various HR teams across the organisation to ensure they follow governance frameworks and support them with any escalated issues around the employee lifecycle.

You'll directly manage a team of People Operations Advisors. This is more than a service management role—it's a leadership opportunity to help design and embed our new HR Services model, drive process optimization, and enhance employee engagement through innovation and data-driven service delivery.

With a strong focus on collaboration, compliance, and continuous improvement, you'll ensure that the HR Services team operates seamlessly supporting a global workforce and setting new standards for what great HR Services looks like.

Role and Responsibilities

• Managing the day to day delivery HR operations across the EMEA/APAC/Amercias's region (delete as appropriate), ensuring seamless execution across the employee lifecycle (hire to retire processes)
• Oversee the end-to-end setup of new operations for all people related activity
• Manage the resolution of employee queries and cases across multiple channels (chat, email, phone, ticketing system
• Serve as the escalation point for complex issues, ensuring resolutions are timely, compliant, and aligned with internal policy
• Line managing a team of Advisors, supporting their development, workload management, and operational excellence
• Collaborating with regional HR teams to embed these standards, ensuring consistent execution while accommodating local compliance needs.
• Monitoring adherence to global governance, escalating and resolving deviations were required.
• Support changing management and training efforts, ensuring successful process adoption across teams.
• Ensure data accuracy and completeness in all people systems, enabling robust analytics and reporting
• Ensure all processes are compliant with applicable employment laws, data privacy regulations, and company policies.
• Provide timely and accurate advice and guidance to managers and staff on a wide range of Human Resources policies and procedures, seeking advice from the People Operations Regional Lead as appropriate.

Required Qualifications

• Extensive experience in HR operations, with experience in a supervisory role within a shared services or contact Centre environment or someone looking for the next career move to a supervisory position.
• Proven experience managing SLAs, KPIs, and driving continuous improvement through data analysis.
• A strong service orientation and a commitment to delivering outstanding employee experience.
• Strong expertise in ticketing systems and case management platforms (e.g., ServiceNow, SuccessFactors).
• Demonstrated ability to lead service teams, manage high volumes of inquiries, and exceed performance expectations.
• Excellent knowledge of HR processes, employment law, and data privacy regulations. Proven experience managing SLAs, KPIs, and driving continuous improvement through data analysis.
• Strong communication, problem-solving, and stakeholder management skills.
• A proactive mindset with the ability to adapt to fast-paced and evolving business needs.
• Experience in a global or multi-regional HR environment is an advantage.
• Advanced proficiency in both written and spoken English and Spanish with additional languages desirable.

Working Environment

Hybrid_2_D_PW

Location

This position is based in Mexico City and will require on-site work in a hybrid set up.