Human Resources Manager - Performance & Culture (Fully Remote)

Valatam

Colombia

Remote

COP 60,032,000 - 81,220,000

Full time

26 hours ago

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Benefits offered by this job

Paid time off

Performance bonuses

Medical insurance stipend

Birthday/work-anniversary bonuses

Wellness allowance

Unlimited online fitness classes

Company events & celebrations

Fully remote role with senior exposure

Job summary

Valatam is seeking an HR Manager to build a results-oriented HR function focused on reducing turnover and improving Virtual Assistant retention. You will address client-reported performance issues and drive ongoing improvements in HR operations while aligning with company objectives.

This leadership role involves strategy and hands-on execution, including onboarding/offboarding, policy development, and engaging with senior leadership to shape HR initiatives.

Qualifications

Fluent in English at advanced levels (C1/C2).
3–5 years in HR or related fields, with at least 2 years in a leadership role.
Experience in Staffing, BPO or Outsourcing is preferred.
Bachelor's degree in Psychology, HR, Business Administration, or related field preferred.
Strong analytical skills to translate HR data into retention initiatives.
Proven ability to lead teams, set KPIs, drive accountability, achieve measurable results.
Experience managing employee satisfaction, retention, performance improvement plans, and conflict resolution.
Excellent interpersonal, communication, and stakeholder management skills.
Strong organizational, problem-solving, prioritization and follow-through skills.

Responsibilities

Develop and implement strategies to improve VA retention and reduce turnover.
Analyze resignations, client-requested replacements, and turnover causes to identify improvements.
Design and run satisfaction surveys and action plans for recurring concerns.
Lead and coach HR team through regular reviews and KPI tracking.
Oversee performance concerns and client feedback, including PIPs and follow-up.
Address VA complaints, concerns, and requests promptly.
Prepare HR reports with actionable insights aligned to company goals.
Develop, update, and enforce HR policies, SOPs, and compliance.
Oversee VA onboarding/offboarding, HR records, and compensation administration.
Lead VA engagement, recognition, culture and volunteering initiatives.
Streamline HR processes and automation opportunities.
Handle other related HR tasks as needed.

Skills

English (C1/C2)

Leadership experience

Analytical skills

Stakeholder management

Education

Bachelor's degree in HR

Job description

About Valatam

At Valatam, we connect top bilingual talent from Latin America with leading global companies. Our people are the heart of our business, and we are proud to be certified as a Great Place to Work (2025-2026), proof that an exceptional employee experience leads to outstanding client results.

About Valatam

About The Role

As Human Resources Manager, you will build a results-driven HR function that reduces preventable turnover, proactively addresses Virtual Assistant concerns, ensures effective management of client-reported performance issues, and continuously improves the Virtual Assistant experience while maintaining efficient HR operations and supporting company objectives.

This is an internal leadership role at Valatam, with hands-on responsibility for strategy and execution.

Key Responsibilities

Develop and execute strategies to improve VA retention, reduce preventable turnover, and monitor retention KPIs and early warning signs
Analyze resignations, client-requested replacements, and turnover causes to identify improvement opportunities
Design and run satisfaction surveys and feedback mechanisms, and implement action plans for recurring concerns
Lead, coach, and hold the HR team through one-on-ones, performance reviews, and clear KPIs
Oversee VA performance concerns and client feedback, including Performance Improvement Plans (PIPs) and timely follow-up
Ensure timely resolution of VA complaints, concerns, and requests
Prepare and present HR reports with actionable insights, and develop HR strategies aligned with company objectives
Develop, update, and enforce HR policies, SOPs, and procedures, and oversee disciplinary matters and compliance with company policies
Oversee VA onboarding and offboarding, HR records, and compensation and benefits administration
Lead VA engagement, recognition, culture, and volunteering initiatives
Optimize HR processes, tools, and workflows, identifying opportunities to standardize and automate
Other related tasks as needed

Requirements

Fluent in English (C1/C2)
3-5 years of experience in HR, People Management, Employee Relations, or related fields, including at least 2 years in a leadership role
Experience in the Staffing, BPO, or Outsourcing industry is preferred
Bachelor's degree in Psychology, Human Resources, Business Administration, or a related field is preferred
Strong analytical skills to translate HR data and trends into actionable retention and satisfaction initiatives
Proven ability to lead teams, establish KPIs, drive accountability, and achieve measurable results
Experience managing employee satisfaction, retention, performance improvement plans, and conflict resolution
Excellent interpersonal, communication, and stakeholder management skills
Strong organizational, problem-solving, prioritization, and follow-through skills

Our Core Values at Work

We live by ACTION (get things done), CARE (help others and do things right), OUTSTANDING (operate at the highest standards), DEPENDABLE (own every commitment), and ENERGY (bring positivity every day). You'll thrive here if these values resonate with you.

What We Offer