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Job Description:

We're searching for a HR Operations Sr. Supervisor in Bogotá

The HR Operations Sr. Supervisor will be responsible for leading and coordinating Recruitment and Onboarding transactional activities across the region, (Due diligences, offer letter generations, on boarding and talent mobility) managing the SLAs, proper follow up all open cases, strongly focused on standardization, efficiency, and effectiveness of HR operation, for ensuring compliance with HR policies and legislation.

The HR Operations Sr. Supervisor will be responsible for people management, especially focusing on the development, evaluation and motivation of team members and support HR leadership to drive various project across the whole Global Services HR.

The HR Operations Sr. Supervisor will support automation and IA activities within Talent Acquisition teams.

Major Duties/Responsibilities

Case Management and daily operation - 30%

• Receive, assign, update, classify, process cases
• Identify if the case will need immediate action and/or require escalation
• Escalate to the appropriate team if needed
• Ensure integrity, completeness, timeliness, and accuracy of transactions & documentation
• Update the knowledge management system with new available documents or guidelines
• Proactively monitor the cases to be able to determine if any action is needed (time; quality)
• Responsibility for delivering upon agreed SLAs
• Process complex cases
• Lead the teams and daily operation to achieve agreed SLAs, quality, and costs
• Train other HR teams and business if needed
• Ensuring policy and legal compliance
• Enforcing sensitivity and confidentiality with employee personal data
• Lead and oversee daily huddles and daily distribution of workload

People management - 40%

• Lead the team of Recruitment and Onboarding professionals in the hub and in the countries
• Talent development
• Performance management; identification of potential performance issues
• Work distribution and controls
• Provide daily and monthly performance feedback and coaching; monitor the development and trainings needs of the team members

Project management and Continuous improvement - 30%
 

• Participate on various project based upon an agreement with GS HR Leadership
• Drive improvements, user experience, effectiveness, and efficiency
• Participate on Global Talent Acquisition projects
• Drive automation and IA within Global Talent Acquisition teams
• Drive continuous improvement projects in responsibility
• Provide insights and intelligent with respect to trends and opportunities, and focus on enhancing overall metrics & customer satisfaction
• Continues work on standardization of Regional HR process
• End to end process overview
• Proactively gain feedback from the business, employees, and managers
• Work on customer experience improvements; closely cooperate with other HR teams, especially Global Talent Acquisition teams
• Provide feedback to the other HR teams about challenges and opportunities

Required Qualifications

Required Minimum Education:  Bachelor’s Degree        

Required Years of Related Experience:   5-7 years of related experience                                                 

Required Knowledge, Skills and Abilities (Uncompromised requirements for the role):

• Ability to perform administrative activities.

• Demonstrates customer orientation and customer service skills
• Ability to accurately collect information in order to understand and assess the clients’ needs and situation
• Strong organization skills, attention to detail and follow through to resolve any outstanding issues
• Project and change management skills
• Sense of initiative and ability to prioritize workload and provide timely follow-up and resolution.
• Strong written and verbal communication skills; manages internal communications and external/client communications with detailed support and assistance in a concise and professional manner
• Discretion, professionalism, confidentiality and judgment
• Technology Savvy
• Computer literate with knowledge of common office productivity software and the ability to learn customer service software applications
• Ability to work effectively in a fast-paced, self-directed team-based environment
• Enthusiastic team player with a strong drive to create a positive work environment
• English Advanced
• Portuguese (preferred)

Preferred Knowledge, Skills and Abilities:

• Service Center experience, HR and/or Payroll Service Center preferred
• Advanced understanding of HR Functional domains (Benefits, Compensation, HRIS, Workforce Data Administration, HR Business Partnering, Employee Relations) or Payroll
• Experience using Case Management tools (ideally Service Now)
• Experience with continuous improvement and quality, such as Six Sigma or Lean Methodology
• Excellent communication (oral and written) skills
• Employment laws and practices
• People management Experience
• Workday experience
• Continuous learning mindset - always curious, learn from mistakes, be open minded and willing to learn with others and willing to share knowledge
• Great work ethics – be reliable, meet deadlines, deliver the results, be open to receive feedback

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Preferred Skills: