HR Services Team Leader

MANN+HUMMEL; Santiago de Querétaro; On-site; MXN 700,000 - 1,000,000; Full time

Job summary

MANN+HUMMEL in Querétaro seeks an HR Services Lead to build and coach a high-performing team, delivering customer-focused HR services across the employee lifecycle. The role emphasizes compliant processing, escalation support, and cross-functional partnership to optimize employee experience.

You will leverage SAP SuccessFactors and other HRIS, work in a fast-paced, multilingual environment, and contribute to continuous improvement initiatives that enhance service delivery.

Qualifications

• Bachelor’s degree in HR or related field.
• 3+ years in HR Shared Services, HR Operations, or HR Service Delivery.
• 2+ years of people leadership or team lead experience in HR Operations, HR Shared Services, or a customer service environment.
• Experience using operational metrics, reporting, and data analysis to drive performance improvements and inform decision-making.
• Advanced English.
• Excellent communication, problem-solving, and stakeholder management skills.

Responsibilities

• Lead, coach, and develop a team of HR Services professionals, fostering a high-performing, customer-focused, and collaborative culture.
• Accountable for team quality, compliance, and customer satisfaction outcomes, ensuring adherence to established service standards and controls.
• Manage team performance through regular coaching, performance reviews, development planning, and achievement of service level agreements (SLAs) and key performance indicators (KPIs).
• Oversee the end-to-end execution of employee lifecycle processes, including onboarding, employee changes, and offboarding.
• Ensure accurate, timely, and compliant processing of HR transactions within HR systems and case management platforms.
• Serve as the primary escalation point for complex employee, manager, and stakeholder inquiries, ensuring effective and timely resolution.
• Monitor operational performance, workload distribution, and service delivery metrics to ensure consistent service excellence.
• Ensure compliance with labor laws, company policies, internal controls, audit requirements, and data privacy standards.
• Build strong partnerships with HR Manager, Payroll, Talent Acquisition, HRIS, Front Office, Employee Relations, Business Leaders and H2R leaders to deliver a seamless employee experience.
• Drive continuous improvement through process standardization, automation, data analysis, and operational excellence initiatives.
• Lead and support HR transformation projects, system implementations, and organizational change initiatives that enhance service delivery and employee experience.
• Support succession planning, talent development, and employee engagement initiatives to build a sustainable and high-performing team

Skills

People leadership

Coaching

Stakeholder mgmt

HR operations

Data analysis

English proficiency

Education

Bachelor’s degree in HR or related field

Tools

SAP SuccessFactors

ServiceNow

Workforce Time

ADP

TRESS

HRIS

Case management

Job description

• Lead, coach, and develop a team of HR Services professionals, fostering a high-performing, customer-focused, and collaborative culture.
• Accountable for team quality, compliance, and customer satisfaction outcomes, ensuring adherence to established service standards and controls.
• Manage team performance through regular coaching, performance reviews, development planning, and achievement of service level agreements (SLAs) and key performance indicators (KPIs).
• Oversee the end-to-end execution of employee lifecycle processes, including onboarding, employee changes, and offboarding.
• Ensure accurate, timely, and compliant processing of HR transactions within HR systems and case management platforms.
• Serve as the primary escalation point for complex employee, manager, and stakeholder inquiries, ensuring effective and timely resolution.
• Monitor operational performance, workload distribution, and service delivery metrics to ensure consistent service excellence.
• Ensure compliance with labor laws, company policies, internal controls, audit requirements, and data privacy standards.
• Build strong partnerships with HR Manager, Payroll, Talent Acquisition, HRIS, Front Office, Employee Relations, Business Leaders and H2R leaders to deliver a seamless employee experience.
• Drive continuous improvement through process standardization, automation, data analysis, and operational excellence initiatives.
• Lead and support HR transformation projects, system implementations, and organizational change initiatives that enhance service delivery and employee experience.
• Support succession planning, talent development, and employee engagement initiatives to build a sustainable and high-performing team

Main Tasks

Key Responsibilities

• Lead, coach, and develop a team of HR Services professionals, fostering a high-performing, customer-focused, and collaborative culture.
• Accountable for team quality, compliance, and customer satisfaction outcomes, ensuring adherence to established service standards and controls.
• Manage team performance through regular coaching, performance reviews, development planning, and achievement of service level agreements (SLAs) and key performance indicators (KPIs).
• Oversee the end-to-end execution of employee lifecycle processes, including onboarding, employee changes, and offboarding.
• Ensure accurate, timely, and compliant processing of HR transactions within HR systems and case management platforms.
• Serve as the primary escalation point for complex employee, manager, and stakeholder inquiries, ensuring effective and timely resolution.
• Monitor operational performance, workload distribution, and service delivery metrics to ensure consistent service excellence.
• Ensure compliance with labor laws, company policies, internal controls, audit requirements, and data privacy standards.
• Build strong partnerships with HR Manager, Payroll, Talent Acquisition, HRIS, Front Office, Employee Relations, Business Leaders and H2R leaders to deliver a seamless employee experience.
• Drive continuous improvement through process standardization, automation, data analysis, and operational excellence initiatives.
• Lead and support HR transformation projects, system implementations, and organizational change initiatives that enhance service delivery and employee experience.
• Support succession planning, talent development, and employee engagement initiatives to build a sustainable and high-performing team

Qualifications

Required

• Bachelor’s degree in human resources, Business Administration, or related field.
• 3+ years of HR Shared Services, HR Operations, or HR Service Delivery experience.
• 2+ years of people leadership or team lead experience in HR Operations, HR Shared Services, or a customer service environment.
• Experience using operational metrics, reporting, and data analysis to drive performance improvements and inform decision-making.
• Advanced English.
• Excellent communication, problem-solving, and stakeholder management skills.

Preferred

• Experience supporting US and Mexico HR processes and labor law requirements.
• Experience working in a Shared Services environment.
• Experience with SAP SuccessFactors, ServiceNow, Workforce Time, ADP, TRESS, or other HRIS and case management platforms.
• Lean, Six Sigma, or Continuous Improvement experience.
• Experience leading process improvement or transformation initiatives.