Customer Experience ofertas em Malásia

Costa Rica

Escazu

No

May 9, 2025

As Manager, HR compliance, you will manage effective and efficient delivery of local HR Services across Latin America by focusing on standardization of work and enhancing vendor governance.

The HR Compliance Manager plays a vital role in ensuring adherence to legal statutes and company policies for both permanent and temporary associates. This position is responsible for managing employee records, implementing process and legal compliance requirements, and acting as the local point of contact for HR-related issues.

The Manager provides operational guidance to the virtual HRCs team, including hiring, training, and coaching, and defines and maintains Service Level Agreements (SLAs) in alignment with Operational Level Agreements (OLAs). The HR Compliance Manager collaborates with HR Directors, Managers, and the HR operations team in their respective region, participates in special initiatives and projects, and ensures the sustainability of service quality across processes and regions.

• Manage the virtual HR compliance consultants, providing daily, weekly, quarterly, and annual operational guidance, including hiring, selection, orientation, training assignments, coaching, and counseling.
• Support the team in delivering current scope, managing priorities, and ensuring effective handling of activities.
• Coach team members to address knowledge gaps and improve customer service, ensuring delivery meets quality standards and customer satisfaction goals.
• Implement new systems and technologies to enhance HR compliance in alignment with company priorities.
• Engage with stakeholders across regions, building strong relationships within Operating Units.
• Conduct quality evaluations on offer letters.
• Ensure all services comply with legal, statutory, and local business requirements within agreed SLAs.
• Manage knowledge management procedures to ensure service quality across processes and regions.
• Identify and simplify team procedures to provide timely and effective client resolutions.
• Provide proactive solutions during seasonal workload increases.
• Set routines to communicate identified improvement areas and action plans.
• Coordinate initial, ongoing, and refresher training for HR compliance team.
• Build strong communication channels with stakeholders within teams and regions, acting as the primary point of contact.
• Establish trust and influence within the team, managers, HRBPs, and stakeholders to proactively develop transparent communication and find solutions.
• Monitor and analyze team performance, addressing issues immediately through process excellence routines.
• Follow an effective framework to continuously improve customer experience.
• Identify potential risks, develop contingency plans, and lead team optimizations.
• Oversee the implementation of processes and tools, using feedback mechanisms to make necessary modifications.
• Establish knowledge management procedures and oversee their execution across the team to ensure sustainability of service quality across processes and regions.
• Manage employee records ensuring accurate filling of all required HR Documents and wet signatures obtained.
• Implement process and legal compliance requirements.
• Act as local point of contact for customer/business issues related to local HR services.

• Monitor and resolve complex escalations within the team, ensuring correct resolution and service.
• Manage case queues, redirect cases, ensure SLAs are met, and assign cases to the appropriate team for areas of accountability.
• Perform case analysis and follow-up on action plan execution.
• Interact with Tier 2 teams, vendors, and other departments (e.g., IT, IDM, payroll) to work towards case resolution and customer escalation management, ensuring an appropriate level of service and a positive customer experience.
• Continuously improve service efficiency and effectiveness by standardizing and further developing processes, formats, methods, and instruments.
• Provide initial analysis on reports and surveys that support process enhancements.
• Ensure appropriate communication throughout the investigation and resolution process.
• Negotiate process improvements identified within the HR organization.

• Participate as an SME in ad-hoc projects or working groups as required, such as Onboarding and Workday Optimization.
• Plan, review, and oversee projects managed within the team.
• Lead projects related to changes in processes, systems improvements, and optimization (e.g., automation, metrics, process improvement, dashboards).

• At least 5 years in shared service environment, customer service operations/functions, and project management.
• Expertise in Human Resources processes, preferably across Latin America.
• Understanding of HR legal requirements for employee file management combined with experience in managing HR processes.
• Experience in interpreting data analytics to derive business insights and drive customer value.
• Demonstrated experience leading cross-functional teams and working with remote team members.
• Bilingual (Spanish/English).

Our Purpose and Growth Culture: We are taking deliberate action to nurture an inclusive culture grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible, and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive, and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.