People Solutions Leader - Mexico Cluster

Takeda Pharmaceutical Co.; Ciudad de México; On-site; MXN 900,000 - 1,500,000; Full time

Job summary

Takeda Pharmaceutical Co. in Mexico City seeks a People Solutions Advisor - Cluster Lead to lead a co-located HR advisory team, handling escalations and ensuring timely, accurate employee lifecycle support.

You will own end-to-end delivery across the cluster, manage case handling across channels, and drive regional process standardization and AI-enabled self-service.

This working leadership role requires HR operations experience, strong stakeholder management and fluency in English.

Qualifications

• Six or more years of experience in HR operations, HR shared services, people operations or customer care, including experience in a global or multi-country environment.
• Experience leading, coaching and developing others, whether as a people manager or as a team or workstream lead, with the ability to allocate work, set priorities and build capability on the job.
• Strong working knowledge of employee lifecycle management and high-volume query resolution, with the judgement to handle escalated and sensitive cases personally.
• Hands-on knowledge of HR systems and case management tooling such as Workday, ServiceNow and SAP, with a track record of driving accuracy and adoption.
• Experience managing to key performance indicators and service levels, including quality checking, trend analysis and corrective action.
• Demonstrated experience in process improvement, standardisation, transformation or automation initiatives, with an instinct for removing avoidable work.
• Understanding of global HR processes, data privacy and compliance requirements, with awareness of local regulatory variation across the countries in the cluster.
• A genuinely human-centric approach to service, balancing digital solutions with personal interaction and handling sensitive matters with empathy and professionalism.
• Strong stakeholder management and communication skills, with fluency in English; additional languages relevant to the cluster are advantageous.

Responsibilities

• Lead, coach and develop a co-located team of People Solutions Advisors, setting priorities, balancing workload and supporting capability and career development.
• Allocate work and manage capacity across the cluster against live demand, holiday, absence and seasonal peaks such as annual compensation planning and year-end, ensuring coverage never depends on a single person.
• Act as the escalation and decision point for queries and cases the team cannot resolve, providing timely guidance and judgement, and routing onward only where genuine specialist input is required.
• Build a strong team culture at the Global Capability Centre site, fostering learning, inclusion, peer coaching and continuous improvement across the cluster.
• Onboard and train new Advisors, including colleagues joining through build-operate-transfer arrangements, bringing them to full productivity against a consistent standard.
• Own end-to-end delivery of employee lifecycle activity across the cluster — hire, onboarding, job and organisational changes, leave of absence, severance administration and offboarding — ensuring accuracy, timeliness and a consistent employee experience.
• Oversee case management across channels — portal, phone, video and email — ensuring cases are triaged correctly, progressed within agreed timeframes and closed with the employee or leader properly informed.
• May Carry a personal caseload of the most complex or sensitive queries in the cluster, and step into the queue at peak so the team is never left exposed.
• Ensure clean handoffs and clear escalation paths between Direct Access, People Solutions Advisors, People Experience Partners and specialist teams, in both directions, so that cases sit at the right tier and are not passed unnecessarily.
• Drive deflection of routine queries to self-service and AI-enabled channels, using query trends to improve content at the front door rather than absorbing repeat demand into the team.

Skills

HR operations

People leadership

High-volume query resolution

Stakeholder management

Process improvement

Global HR processes

Empathy and professionalism

English fluency

Tools

Workday

ServiceNow

SAP

Job description

Takeda Pharmaceutical Co. in Mexico City seeks a People Solutions Advisor - Cluster Lead to lead a co-located HR advisory team, handling escalations and ensuring timely, accurate employee lifecycle support.

You will own end-to-end delivery across the cluster, manage case handling across channels, and drive regional process standardization and AI-enabled self-service.

This working leadership role requires HR operations experience, strong stakeholder management and fluency in English.