HR Operations Leader - GBS Americas

Descripción de la empresa

SGS is the world’s leading Testing, Inspection and Certification company. We operate a network of over 2,500 laboratories and business facilities across 115 countries, supported by a team of 99,500 dedicated professionals. With over 145 years of service excellence, we combine the precision and accuracy that define Swiss companies to help organizations achieve the highest standards of quality, compliance and sustainability.

Our brand promise – when you need to be sure – underscores our commitment to trust, integrity and reliability, enabling businesses to thrive with confidence. We proudly deliver our expert services through the SGS name and trusted specialized brands, including Brightsight, Bluesign, Maine Pointe and Nutrasource.

Descripción del empleo

The GBS HR Operations Leader plays a pivotal role in the successful implementation, operation, and continuous improvement of the HR Shared Services (GBS) model in Americas, with Bogotá as the operational hub. This role exists to drive excellence in HR service delivery, ensuring compliance, scalability, and efficiency of transactional HR processes across the region.

This position contributes directly to the transformation of SGS into a High Performance, Customer-Centric Organization, by enabling HR to focus on strategic value, while the GBS delivers operational rigor, speed, and consistency.

The GBS HR Operations Leader will ensure:

• HR services are delivered with precision, timeliness, and a continuous improvement mindset.
• All employees, contracts, and transactions are in full compliance with local labour laws and global standards.
• Processes are mapped, documented, automated where possible, and supported with strong training and knowledge transfer practices.
• Stakeholders are informed, engaged, and aligned, with a strong focus on customer service.

This position is a cornerstone role in the successful deployment of GBS HR services in LATAM, ensuring service excellence, employee satisfaction, and regional business support.

Key Responsibilities:

GBS Implementation & Project Management

• Lead the implementation of HR services under the LATAM GBS model, ensuring seamless knowledge transfer, process mapping, SOP creation, hiring and onboarding of GBS team members.
• Manage end-to-end project plans, milestones, and deliverables; coordinate across multiple stakeholders and countries.
• Act as the right hand of the Head of HR GBS for all implementation deliverables.

HR Operations Leadership

• Oversee day-to-day HR operations delivered by the GBS team (e.g. employee lifecycle administration, employment contracts, onboarding, terminations, changes, documentation).
• Ensure legal and policy compliance in all HR operational practices.
• Handle and escalate complex cases, grievances, or sensitive employee-related matters using the proper escalation matrix.

Process Optimization and Automation

• Continuously improve HR processes through simplification, automation, and technology integration (e.g., Workday, ticketing systems, document management tools).
• Champion operational excellence and identify opportunities for shared services expansion.

Service Delivery & SLA Management

• Establish and monitor KPIs, SLAs, and performance dashboards to track service quality and process effectiveness.
• Ensure employee and manager satisfaction through service culture, problem resolution, and continuous improvement.

Training & Knowledge Transfer

• Lead onboarding, training, and capability building of new GBS HR staff in Bogotá.
• Design and maintain training materials, SOPs, and work instructions to ensure service continuity and scalability.

Compliance & Risk Management

• Ensure proper controls are in place to mitigate compliance, legal, and data privacy risks.
• Monitor employment law changes across countries in scope and adjust processes accordingly.

Stakeholder Engagement & Communication

• Act as the primary point of contact between the GBS HR function and key stakeholders (local HR, Total Rewards, Payroll, Finance, IT, Legal).
• Ensure proactive communication to manage expectations and alignment with project timelines and service quality.

Governance & Steering Forums

• Represent HR Operations in GBS Governance Forums, providing status updates, performance dashboards, risks/issues, and decision needs to the Head of HR for GBS.
• Prepare and deliver structured presentations for GBS Steering Committees, regional HR meetings, or executive reviews.
• Ensure clear documentation and follow-up of all action items and decisions arising from governance forums.

Issue Resolution & Escalation

• Act as first line of resolution for escalated issues not resolved at the Tier 1 level, ensuring that responses are timely, respectful, and legally sound.
• Track and report on recurrent issues, providing data-backed insights to support systemic improvements or technology enhancements.
• Ensure that all escalations follow the formal matrix and are closed with documented resolution and clear communication to impacted stakeholders.

Customer Satisfaction & Continuous Feedback

• Implement a mechanism for gathering stakeholder feedback (surveys, focus groups, check-ins) and use insights to improve service levels, address pain points, and adjust delivery models.
• Establish a ‘voice of the customer’ mindset within the GBS team, ensuring that service delivery is employee- and manager-centric.

Training & Stakeholder Enablement

• Conduct orientation and enablement sessions for country HR teams and People Managers to ensure understanding of GBS scope, services, and interaction model.
• Provide clear communication packages and process guides tailored to non-HR stakeholders, to facilitate smooth transitions and promote adoption of new ways of working.

Requisitos

Bachelor’s degree in Business Administration, Human Resources, Industrial Engineering, or related fields.

Master’s degree or MBA (desirable).

Project Management Certification (PMP, PRINCE2, or Agile) is a strong asset.

Lean Six Sigma Yellow or Green Belt is a plus.

Información adicional

• Minimum 8 years of progressive experience in HR Operations, Shared Services, or GBS, preferably in a multinational environment.
• At least 4 years of direct experience in managing HR operations within a GBS or Shared Services context, ideally with regional Americas exposure.
• Proven experience in implementing Shared Services centers, especially in Bogotá supporting the Americas.
• Hands-on experience in process mapping, knowledge transfer, SOP development, and training deployment.
• Deep understanding of labor law compliance across Americas countries (especially US, Canada, Mexico, Colombia, Peru, Chile, Brazil and Argentina).
• Demonstrated success working in matrix organizations with complex stakeholder environments.
• Fluency in Spanish and English is required; Portuguese is a strong asset.