Global HR Services Specialist – LATAM, US & Canada

Empresaconfidencial; Ciudad de México; On-site; MXN 824,000 - 1,191,000; Full time

Job summary

Empresaconfidencial is building a global HR Services Team and seeks an HR Services Specialist for LATAM, USA & Canada. You will be the primary contact for employees and managers, handling HR inquiries, policies, payroll, and lifecycle events.

You will use case management systems, escalate complex issues, and collaborate with HRBPs and Payroll to deliver timely, accurate HR support. The role requires strong English and Spanish skills, HRIS experience (UKG/iCIMS preferred) and proficiency with

Qualifications

• 4+ years in HR operations, HR shared services or HR administration in a global organization.
• Experience supporting LATAM, the US and Canada, with working knowledge of HR practices in each.
• HRIS experience, including data management and reporting (UKG and iCIMS preferred).
• Experience with service management platforms (Jira Service Management, ServiceNow, Zendesk).
• Strong customer service and problem-solving skills, and the judgment and humility to know when to elevate.
• Attention to detail, and the ability to manage multiple priorities and meet service levels.
• Strong written and verbal English and Spanish.
• Discretion with confidential and sensitive information.
• MS Office and advanced Excel (formulas, pivot tables).

Responsibilities

• Be the first point of contact for HR questions through a case management system.
• Answer questions on policies, benefits, payroll, time off, leaves, employment verification, onboarding, offboarding and HR systems.
• Resolve Tier 1 and appropriate Tier 2 inquiries, and escalate complex or sensitive matters to the right team.
• Support the employee lifecycle: new hires, transfers, promotions, org changes, leaves and terminations.
• Create and maintain knowledge articles, SOPs and templates.
• Spot recurring questions and process gaps, and help build self-service opportunities.
• Partner with HRBPs, Payroll, Benefits, Talent Acquisition, HRIS and HR Operations.
• Protect confidential information and meet service metrics (responsiveness, resolution time, accuracy, customer satisfaction).

Skills

Customer service

Problem solving

Attention to detail

Multitasking

English & Spanish

Tools

UKG

iCIMS

Jira Service Management

ServiceNow

Zendesk

MS Office

Excel

Job description

Empresaconfidencial is building a global HR Services Team and seeks an HR Services Specialist for LATAM, USA & Canada. You will be the primary contact for employees and managers, handling HR inquiries, policies, payroll, and lifecycle events.

You will use case management systems, escalate complex issues, and collaborate with HRBPs and Payroll to deliver timely, accurate HR support. The role requires strong English and Spanish skills, HRIS experience (UKG/iCIMS preferred) and proficiency with