LATAM HR People Services Supervisor
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Job Summary
Job Description
The role
TheLATAMPeople Services Supervisorwillberesponsible forleading the GM LATAM People Services Center team that supports multi-channel HR service delivery (voice e-mail chat and data management) for GM employees and internal customers across Latin America. The role ensures operational excellence service quality adherence to SLAs and continuous process improvement with a strong focus on innovation change management and cross-country stakeholder negotiation in a multicultural multilingual environment.
People Leadership
Lead and develop the People Services team managing workload schedules performance coaching and career development.
Track KPIs customer satisfaction productivity quality and SLA performance to drive continuous improvement.
Service Delivery Excellence
Ensure accurate timely and compliant service delivery across voice email chat and case management channels.
Act as the escalation point for complex employee and customer inquiries.
Oversee quality controls audits workforce planning and data privacy compliance across LATAM.
Continuous Improvement & Innovation
Drive process improvements automation standardization and digital solutions to enhance service quality and efficiency.
Analyze operational performance and implement corrective and preventive actions.
Promote a culture of innovation and operational excellence.
Change Management
Lead the implementation of new processes tools and policies ensuring smooth adoption across the team.
Serve as a change champion connecting global initiatives with LATAM operations.
Stakeholder Management
Build strong partnerships with HR business leaders and key stakeholders across LATAM.
Represent People Services in cross-functional projects governance forums and strategic initiatives.
Complaint & Escalation Management
Ensure timely resolution of employee and customer escalations.
Leverage trends and insights from escalations to improve processes training and service delivery.
Location: São Caetano do Sul/SP
Bachelors degree: Human Resources Business Administration ora relatedfield.
Spanish/Portuguese: Native or Proficiency
English: advanced proficiency (spoken and written)
Experience leading LATAM People Services or HR Operations withdemonstratedunderstanding of regional HR processes regulations and customer expectations.
Proven experience managing multi-channel operations (voice e-mail chat and data-related processes) and associated KPIs.
Experience working with diverse multicultural teams in a multinational organization.
Hands-on experience with HR systems and tools (for example WorkdayService NowWhatsappTolls and Tech backgroundcase management tools knowledge bases telephony platforms dashboards and reporting tools employee portals)
Experience documenting andmaintainingSOPs job aids and training materials
Ability to interpret and use data and dashboards to monitor performanceidentifytrends and support decision making
Availability to work in São Caetano do Sul
Availability to provide support coverage during LATAM business hours.
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About GM
Our vision is a world with Zero Crashes Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day individually and collectively to drive meaningful change through our words our deeds and our culture. Every day we want every employee to feel they belong to one General Motors team.
Non-Discrimination and Equal Employment Opportunities
General Motors is committed to being a workplace that is not only free of unlawful discrimination but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required where applicable to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more visit How we Hire.
Accommodations
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Required Experience:
Manager
About Company
GM is home to Chevrolet, Buick, GMC & Cadillac and has been leading the auto industry for over a century. See how we create a vehicle for every drive.
