HR Operations Lead, LATAM Shared Services

About the role

The HR Operations Lead, LATAM Shared Services is an individual contributor role serving as the regional operational subject matter expert and primary escalation point for HR Operations processes across Latin America. It covers benefits administration, leave and absence administration, ServiceNow HRSD case management, Workday HCM and Tier 1 payroll inquiry support. The position is based in the Polanco office in Mexico City on a hybrid schedule, with three days per week expected in the office.

Key responsibilities

• Serve as the primary escalation point for HR Operations, benefits, leave administration, ServiceNow HRSD, Workday HCM and Tier 1 payroll support, translating priorities set by the HR LATAM SSC Manager into operational actions.
• Guide Specialists and Coordinators on complex scenarios, procedures, controls and escalation requirements, and coordinate cross-functional issue resolution.
• Act as regional subject matter expert for benefits and leave administration, applying Total Rewards governance frameworks and standards, and support complex escalations and program transitions.
• Develop and maintain benefits and leave SOPs, job aids, knowledge articles and training materials.
• Be the subject matter expert for HR case management in ServiceNow HRSD, reviewing recurring case themes and quality concerns and recommending corrective actions.
• Support Workday HCM employee lifecycle administration, absence, reporting and data management, including root-cause analysis of recurring issues and testing of new functionality.
• Support Tier 1 payroll inquiries, keeping clear boundaries with Finance-owned payroll processing, and develop payroll knowledge articles.
• Identify manual practices, control gaps and automation opportunities, coordinate process reviews and readiness assessments, and support onboarding of new LATAM countries into the Shared Services model.

Required profile

• Bachelor's degree in Human Resources, Business Administration, Accounting or a related field.
• Five or more years of progressive experience in HR Operations, HR Shared Services, Employee Services, Benefits Administration, Leave Administration or related work.
• Experience supporting employees and HR processes across Mexico and one or more LATAM countries; broader multi-country LATAM experience is strongly preferred.
• Ability to provide functional leadership, influence teams and escalate risk without formal people-management responsibility.
• Effective communication in English and Spanish.

Required skills

• Strong knowledge of benefits and leave administration, including documentation, controls, vendor coordination and escalation requirements.
• Advanced working knowledge of Workday HCM and ServiceNow HRSD.
• Strong understanding of Tier 1 payroll inquiry support.
• Experience developing SOPs, job aids, knowledge articles and regional process documentation.
• Preferred: experience with UKG or similar workforce management platforms, and with EY or another third-party payroll provider.

What we offer

• A total rewards package including base pay, incentive plans, paid leave, health insurance and product discounts.
• Hybrid work schedule in Mexico City.