HR Central Supervisor

The role focuses on leading the delivery of HR administrative services across the employee lifecycle within the HR Shared Services function, ensuring service delivery to internal and external customers is accurate, efficient, and aligned with agreed SLAs, performance metrics, and service standards.

The HR Central Supervisor will oversee day-to-day HR service delivery activities, including employee onboarding, employee lifecycle transactions, and terminations. Responsibilities include team leadership, workload management, process governance, stakeholder engagement, Help Desk ticket management, HR systems administration, data reporting, and continuous process improvement.

The Supervisor will work closely with HR, Payroll, Talent Acquisition, Benefits teams, and other business stakeholders to ensure employee data is maintained accurately within HR systems and that all employee lifecycle transactions are processed in line with payroll deadlines, compliance requirements, and organizational standards.

The role requires strong leadership, operational oversight, problem-solving ability, and customer service focus. The successful candidate will be responsible for coaching and developing HR Central Representatives, monitoring operational performance, managing escalations, and driving consistency across HR administrative processes while supporting the ongoing development of the HR Central function.

The HR Central Supervisor will report directly to the Regional HR Central Manager.

• Lead a team of administrators to deliver key HR processes as part of the Onboarding, Employee Lifecycle and Termination activities.
• Coordinate the day-to-day activities of the HR Central Representative roles.
• Ensure Help Desk requests are monitored and distributed across the team to achieve optimum performance against SLAs.
• Ensure the team is appropriately staffed and upskilled to meet service delivery demands, including supporting training activities and onboarding documentation for new team members.
• Provide direction, coaching, mentoring, and performance oversight to administrators.
• Ensure team performance is measured and monitored in line with service delivery SLAs and KPIs, and take appropriate action where performance does not meet expectations.
• Act as the second-level escalation point for urgent requests, customer issues, and service delivery concerns, providing support and resolution as required.
• Manage relationships between HR Central, Regional Payroll, and other key stakeholders through regular communication and feedback mechanisms.
• Work with In-country HR, Regional Payroll, Talent Acquisition, and Benefits teams to monitor and streamline HR administrative processes in line with the wider HR service offering.
• Collaborate with stakeholders to ensure contractual templates, job-specific checklists, work instructions, and documentation are compliant and controlled in accordance with company standards.
• Oversee improvements and implement best practices across HR Central and wider HR administrative processes.
• Partner with other HR Central leads to share best practices and promote consistency and alignment of activities globally.
• Utilize HR Help Desk reporting and analytics to identify trends, investigate issues, and recommend improvements to the employee experience.
• Prepare and distribute operational and status reports to stakeholders, highlighting progress, risks, and blockers where appropriate.
• Ensure HR system data integrity procedures are followed through regular audits, reviews, and adherence to established processes.
• Provide operational input and support decision-making for projects, transition activities, and business-as-usual operations.
• The successful candidate will work under the guidance of the Regional HR Central Manager, who will oversee workload priorities, operational objectives, and team performance expectations.
• Bachelor's degree in human resources, Business Administration, Management, or a related discipline.
• Master's degree in human resources, Business Administration, or a related field is preferred.
• Up to 7 years of overall HR experience, including at least 2 years of experience within an HR Shared Services, HR Operations, HR Services, or HR Administration environment.
• Experience supporting employee lifecycle processes, including onboarding, employee changes, and termination activities.
• Experience working in a fast-paced corporate environment with the ability to manage multiple priorities and deadlines.
• Experience working within HR service delivery, shared services, help desk, or administrative support functions is preferred.
• Demonstrated experience managing or coordinating team activities, mentoring colleagues, or supporting team performance objectives is preferred.
• Experience working with KPI-driven service delivery environments and meeting performance targets and service standards.
• Working knowledge of HRIS platforms, preferably Oracle HCM, or other enterprise HR systems.
• Experience working with Help Desk, CRM, Service Management, or Ticket Management systems is preferred.
• Strong proficiency in Microsoft Office 365 applications including Excel, Word, Outlook, and Teams.
• Strong analytical skills with experience handling, validating, and reporting HR-related data.
• Excellent attention to detail with a strong commitment to data accuracy, compliance, and confidentiality.
• Strong written and verbal communication skills with the ability to interact effectively with employees, stakeholders, and senior management.
• Demonstrates ownership by taking responsibility for service delivery outcomes, resolving issues, and driving continuous improvement initiatives.
• Ability to coach, mentor, and support team members while fostering a collaborative and customer-focused work environment.
• Strong organizational, problem-solving, and decision-making skills with the ability to adapt to changing priorities.
• Excellent spoken and written English language skills; additional language skills such as Spanish are advantageous.
• Maintains a customer-centric mindset while ensuring service quality, operational excellence, and compliance with company procedures.