HR Shared Services Representative (LATAM)

As an HR Shared Services Representative, you will be responsible for delivering high-quality Human Resources administrative services (HRIS) as part of the Global Shared Services function, with a focus on the LATAM region. This role supports employee lifecycle processes and provides assistance to employees, local Human Resources teams, and Payroll.
The position will ensure compliance with established Service Level Agreements (SLAs), maintain data quality and integrity, adhere to established processes and procedures, and deliver an excellent service experience. The role will also contribute to continuous improvement initiatives and the overall success of the regional HR Central team based in Monterrey, Mexico.

• Perform data entry into Human Resources systems and conduct quality checks in accordance with established business processes.
• Prepare written communications, including emails and letters, and escalate cases as needed.
• Manage the team’s service requests through the Human Resources Help Desk ticketing system, monitoring compliance with established Service Level Agreements (SLAs).
• Prepare contractual documentation as part of the Onboarding, Employee Lifecycle, and Termination processes.
• Provide support to employees throughout the Onboarding, Employee Lifecycle, and Termination processes.
• Process new hires, promotions, transfers, terminations, and other system-related employee actions, ensuring that all required approvals have been received prior to processing.
• Respond to inquiries regarding Human Resources policies and procedures related to HR Central processes.
• Gather information and enter data into HR tools and systems, monitor the status of requests, and escalate transactions as needed to address customer inquiries.
• Interact directly with managers, candidates, HR team members, and Centers of Excellence (CoEs), providing support as required.
• Run and prepare reports as needed to support process execution and ensure data integrity.
• Receive and route requests for assistance through the appropriate communication channels.
• Work directly with customers to identify and resolve recurring issues.
• Contribute to the achievement of team objectives related to SLAs and overall workload management.
• Excellent written and verbal communication skills in English and Spanish.
• Demonstrated ability to manage multiple tasks and priorities in a fast-paced corporate environment.
• Proficiency in Microsoft Office 365 (Excel, Word, Outlook, and Teams), including skills in data management and analysis using Excel.
• Bachelor’s degree in a related field, such as Human Resources, Business Administration, or a related discipline.
• Experience working in a corporate shared services center or administrative environment.
• Experience working within a Human Resources service environment.
• Demonstrated track record of meeting targets related to Key Performance Indicators (KPIs).
• Experience working with CRM systems for Help Desk ticket management.
• Knowledge of HRIS/HR systems, preferably Oracle HCM.