Regional HR Shared Services Leader with AI-Driven Support

Empresaconfidencial; Ciudad de México; On-site; MXN 900,000 - 1,100,000; Full time

Job summary

Empresaconfidencial in Mexico City seeks an experienced people leader to oversee a regional HR service center, ensuring a consistent, efficient, and employee-focused support experience across multiple markets.

You will lead through managers and team leads, advance digital and AI-enabled support, and partner with cross-functional stakeholders to simplify processes and improve resolution outcomes while maintaining human escalation paths.

Qualifications

• 8+ years in HR operations, shared services, or high-volume case management.
• 3+ years of people leadership at managers/supervisors level.
• Proven ownership of SLAs and performance metrics (AHT, FCR, CSAT).
• Experience improving service delivery with process optimization, self-service, automation, or AI-enabled support.
• Experience collaborating across countries, cultures, and stakeholders.
• Fluent in Spanish and English for regional/global communication.
• Bachelor’s degree; HR certifications or Lean/Six Sigma preferred.

Responsibilities

• Lead regional service center operations across multiple markets, ensuring SLAs, timely case resolution, and consistent standards.
• Develop leaders and teams; coach managers and create succession plans.
• Manage escalations and sensitive HR inquiries with sound judgment and discretion.
• Drive workforce planning: staffing, scheduling, and capacity aligned to demand.
• Advance digital/AI-enabled support; improve self-service and routing while maintaining human escalation paths.
• Establish governance with dashboards, controls, and root-cause analyses to improve experiences.
• Partner with HR, tech, and external providers to align priorities and resolve issues.
• Scale best practices across markets while respecting local requirements.

Skills

People leadership

HR operations

Stakeholder mgmt

Spanish

English

Process improvement

Data analytics

Education

Bachelor’s degree

Tools

HRIS systems

Lean Six Sigma

Job description

Empresaconfidencial in Mexico City seeks an experienced people leader to oversee a regional HR service center, ensuring a consistent, efficient, and employee-focused support experience across multiple markets.

You will lead through managers and team leads, advance digital and AI-enabled support, and partner with cross-functional stakeholders to simplify processes and improve resolution outcomes while maintaining human escalation paths.