Strategic HR Partner — Call Center Operations

Tech Mahindra; Ciudad de México; Presencial; MXN 335.000 - 391.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Life insurance

Major medical expenses

Legal benefits from day one

Descripción de la vacante

Tech Mahindra is seeking an experienced HR professional in Mexico City to serve as a strategic partner to associates and leaders. You will address HR requirements, ensure policy compliance, and drive high engagement across the IBU/Department.

The role covers onboarding, lifecycle management, grievance resolution, and data reporting, with a focus on policy alignment and effective communication. Strong stakeholder skills and discretion are essential.

Formación

• 8 to 10 years of Human Resources experience, preferably within a BPO / Contact Center environment.
• Strong knowledge of HR policies, employee relations, engagement strategies, and disciplinary processes.
• Proven experience partnering with operations and leadership teams.
• Excellent communication and interpersonal skills, with strong stakeholder management capabilities.
• Ability to handle sensitive and confidential matters with discretion, professionalism, and sound judgment.

Responsabilidades

• Act as the primary HR contact for associates, addressing HR-related requirements, concerns, and inquiries.
• Provide continuous, proactive support to associates to enhance engagement, motivation, and retention.
• Act as a facilitator in resolving associates' grievances, ensuring fair, timely, and compliant resolution.
• Manage and support the full associate lifecycle within the IBU/Department, including onboarding and integration, engagement and performance discussions, offboarding and exit processes.
• Ensure all lifecycle touchpoints align with company policies, culture, and compliance standards.
• Plan, implement, and drive associate engagement initiatives tailored to the needs of the IBU/Department.
• Strengthen associate relations through counseling, coaching, mentoring and development guidance.
• Ensure consistent, transparent, and effective communication by providing structured platforms for associates to share feedback, raise concerns, and express opinions.
• Enforce and promote alignment with HR policies, company guidelines, and applicable labor regulations.
• Manage floor discipline and disciplinary matters, ensuring fairness, documentation accuracy, and adherence to internal and legal standards.
• Maintain accurate and up-to-date HR data for the unit, ensuring timely reporting and compliance with HR and business requirements.
• Provide insights and feedback to management regarding HR trends, associate concerns, and policy effectiveness.
• Partner closely with operations, leadership teams, and cross-functional HR areas to support business objectives.
• Deliver HR solutions that enhance productivity, engagement, and organizational performance.

Conocimientos

HR policies knowledge

Employee relations

Engagement strategies

Disciplinary processes

Communication skills

Stakeholder management

Discretion & professionalism

Descripción del empleo

Tech Mahindra is seeking an experienced HR professional in Mexico City to serve as a strategic partner to associates and leaders. You will address HR requirements, ensure policy compliance, and drive high engagement across the IBU/Department.

The role covers onboarding, lifecycle management, grievance resolution, and data reporting, with a focus on policy alignment and effective communication. Strong stakeholder skills and discretion are essential.