Sr. BSO Assistant

the LEGO Group; Monterrey; Hybrid; Confidencial; Full time

Benefits offered by this job

Family Care Leave

Life and disability insurance

Headspace app access

Colleague discount

Bonus scheme

Hybrid working model

Job summary

The LEGO Group in Monterrey, Mexico is seeking a Sr. BSO Assistant to deliver high-quality HR support across phone, email, chat and service platforms.

You’ll manage employee requests from initial contact through resolution, collaborating with specialist teams when needed and ensuring accurate case records. You’ll apply HR policies, support onboarding, data changes, absence, benefits and payroll inquiries, and look for patterns to improve service.

Qualifications

• Supported employee lifecycle processes such as onboarding, employment-data changes, absence, benefits, payroll inquiries or offboarding.
• Applied HR policies and knowledge articles to resolve employee inquiries.
• Managed standard and moderately complex inquiries within defined service procedures and escalation paths.
• Gathered and validated customer information to troubleshoot HR requests and determine resolution.

Responsibilities

• Deliver consistent HR support through phone, email, chat and service management channels.
• Manage requests from initial contact through resolution or handover to the right specialist team.
• Keep case information clear and accurate so colleagues can pick up requests smoothly.
• Help employees navigate key moments across their employment journey.
• Spot recurring questions or unclear processes and contribute ideas that improve the service.

Skills

Employee lifecycle knowledge

Tools

ServiceNow

Job description

Job Description

Just imagine helping employees get the HR support they need, wherever they are in their journey. Then make it real.

About the role

As our Sr. BSO Assistant, you’ll deliver high-quality HR support across phone, email, chat and service management platforms. You’ll manage employee requests, find the right answers and help move each case towards resolution. This is a permanent role where you’ll support employees and people leaders while working closely with specialist teams when additional expertise is needed.

Required Qualifications

• Supported employee lifecycle processes such as onboarding, employment-data changes, absence, benefits, payroll inquiries or offboarding.
• Applied HR policies, standard operating instructions and knowledge articles to resolve employee inquiries.
• Managed standard and moderately complex customer inquiries within defined service procedures and escalation paths.
• Gathered and validated customer information to troubleshoot HR requests and determine resolution or escalation.

Preferred Qualifications

• Used ServiceNow or a comparable case-management platform to manage employee requests or incidents.

What you’ll build

• Deliver consistent HR support through phone, email, chat and service management channels.
• Manage requests from initial contact through resolution or handover to the right specialist team.
• Keep case information clear and accurate so colleagues can pick up requests smoothly.
• Help employees navigate key moments across their employment journey.
• Spot recurring questions or unclear processes and contribute ideas that improve the service.

If you’ve worked in a role where you supported employees through HR processes and resolved service requests, you’ll feel at home here. What matters most is applying guidance carefully while keeping the employee experience at the centre of each interaction.

Life on the team

You’ll join the BSO Service Desk team at the LEGO Group, supporting employees and stakeholders throughout their journey. We work in a hybrid rhythm and follow a global model that keeps support moving across regions. Professionalism, empathy and accountability shape how we work. You’ll collaborate openly, communicate clearly and share ideas and best practices, with learning and continuous improvement built into everyday work.

What success looks like

You’ll provide reliable support across channels while knowing when a request needs specialist input. You’ll build confidence handling different employee lifecycle needs and contribute to a consistent service across regions. Close collaboration with People Partnering and Consulting, Payroll and Master Data will help requests move to the right place and reach resolution.

What’s in it for you?

• Family Care Leave – 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
• Colleague Discount – 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: Your workplace will be the office, store or factory specified in this advert.
• Hybrid Working: Our hybrid work model, Best of Both offers you the option of flexibility to work from home up to two days per week. Your People Leader will discuss the principles of the model, including how this option applies to your role and team.

Learn more about our benefits, culture and workplace experience here

We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

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.”

The 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.