Sr. Advisor

Lego Group; Monterrey; Híbrido; MXN 450.000 - 650.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Headspace app access

Wellbeing initiatives

Colleague discount

Life and disability insurance

Bonus scheme

Descripción de la vacante

LEGO Group in Monterrey, Mexico, is seeking a BSO HR Service Desk Senior Advisor to deliver high-quality HR support across phone, email, chat, and service management platforms. You will build stakeholder relationships and help shape a consistent, customer-focused service experience while working in a hybrid, follow-the-sun environment across regions.

The role emphasizes handling complex cases with professionalism, applying service management practices, and driving continuous improvement to

Formación

• Delivered HR operations, HR shared services, HR service desk, customer service, or related support services in a professional environment.
• Managed complex or sensitive customer interactions and resolved issues through effective problem solving.
• Applied customer service and service management practices to support high-quality service delivery.
• Supported customers through multiple channels, including ServiceNow, phone, email, and chat.
• Built stakeholder relationships across different levels of an organization to improve service outcomes.
• Completed studies in Human Resources, Business Administration, or a related field, or gained equivalent experience.

Responsabilidades

• Deliver high-quality HR support across phone, email, chat, and service management platforms.
• Strengthen stakeholder relationships by understanding business priorities and improving support journeys.
• Handle complex customer situations with professionalism, sound judgment, and a solutions-focused approach.
• Identify recurring issues, service gaps, and improvement opportunities that enhance the employee experience.
• Contribute to continuous improvement initiatives that increase efficiency and service quality.
• Support collaboration across regions to create consistent and customer-focused service delivery.

Conocimientos

HR operations

HR service desk

Customer service

Multichannel support

Stakeholder management

Educación

Bachelor's degree in Human Resources or Business Administration

Herramientas

ServiceNow

Descripción del empleo

Job Description

About the role

As our BSO HR Service Desk Senior Advisor, you'll deliver exceptional HR support by managing stakeholder needs and assisting customers across multiple contact channels. In this permanent role, you'll be a trusted point of contact for employees and stakeholders while helping shape a consistent, customer-focused service experience. You'll handle a wide range of inquiries, support service management activities, and play an important role in improving how HR services are delivered across regions.

Required Qualifications

• Delivered HR operations, HR shared services, HR service desk, customer service, or related support services in a professional environment.
• Managed complex or sensitive customer interactions and resolved issues through effective problem solving.
• Applied customer service and service management practices to support high-quality service delivery.
• Supported customers through multiple channels, including ServiceNow, phone, email, and chat.
• Built stakeholder relationships across different levels of an organization to improve service outcomes.
• Completed studies in Human Resources, Business Administration, or a related field, or gained equivalent experience.

Preferred Qualifications

• Implemented process automation or artificial intelligence solutions that improved service delivery.
• Supported service improvements through process optimization initiatives.
• Worked within a global HR shared services or HR operations environment.
• Applied service management frameworks or industry best practices.

What you'll build

• Deliver high-quality HR support across phone, email, chat, and service management platforms.
• Strengthen stakeholder relationships by understanding business priorities and improving support journeys.
• Handle complex customer situations with professionalism, sound judgment, and a solutions-focused approach.
• Identify recurring issues, service gaps, and improvement opportunities that enhance the employee experience.
• Contribute to continuous improvement initiatives that increase efficiency and service quality.
• Support collaboration across regions to create consistent and customer-focused service delivery.

If you've worked in a role where you supported HR processes, policies, and employee lifecycle activities, you'll feel at home here. What matters most is your ability to connect operational knowledge with practical solutions that improve the customer experience.

Life on the team

You'll join the BSO Service Desk team, where we support employees and stakeholders through every stage of their journey. Our team works in a hybrid rhythm and follows a global “follow the sun” approach, partnering across regions to provide consistent support. We value professionalism, empathy, collaboration, accountability, strong communication, and a continuous improvement mindset. It's a place where ideas are shared openly, best practices are exchanged, and learning is part of everyday work.

What success looks like

Success in this role means becoming a trusted role model for customer service excellence while confidently managing challenging interactions and service situations. Over the next 12 to 18 months, you'll help strengthen cross-regional collaboration, identify opportunities for service improvement, and ensure regional needs are clearly represented in business discussions. You'll work closely with stakeholders and customers across multiple contact channels, helping create a more efficient, consistent, and employee-focused service experience.

Can manage with supervision, tasks are assigned with explanation

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here are some of what to expect:

FamilyCareLeave –We offer enhanced paid leave options for those important times.

Insurances –All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing– We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

ColleagueDiscount– We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus– We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

Your workplace –You'll find this at the top of this advert and when you join the team, we'll confirm this with you.

We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong. LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”

LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.

Just imagine building your dream career.

Then make it real.

Join the LEGO team today.

Beware of Recruitment Scams

We are aware of reports of fraudulent emails and social media messages from individuals falsely claiming to represent the LEGO Group recruitment teams. Please check that recruitment communications are from an official LEGO email address before responding

About Us

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. Our founder Ole Kirk Kristiansen made his first wooden toy in 1932. He persevered against the odds until his business was a success. Constantly innovating, never compromising. Building, rebuilding, and striving for the best. It is this resilience and permanent sense of renewal that drives us forward. We are never still. We will always be creating, inventing, andhaving fun. Build your career brick by brick and play your part in c ontinuing our mission to “inspire and develop the builders of tomorrow ” .