Associate Manager – HRSS (Process Lead)

We are seeking an experienced and bilingual Associate Manager HRSS (Spanish Speaking) to lead end-to-end service delivery team performance quality governance and stakeholder engagement across multiple HR Shared Services processes. This role will manage a team supporting Spanish-speaking employees and store locations in the United States while driving operational excellence compliance and continuous improvement initiatives.

The ideal candidate brings strong leadership capability deep HRSS functional experience expert bilingual communication skills and the ability to influence cross-functional partners across geographies.

Key Responsibilities

1. Operational Leadership & Governance

• Lead and manage day-to-day delivery of HRSS operations (HR Operations Payroll Support Talent Compliance or multi-tower).
• Own SLA/KPI achievement queue management workload distribution and team performance.
• Ensure consistent adherence to process controls SOPs and global HRSS governance standards.

2. Bilingual (Spanish English) Employee & Manager Support

• Act as the senior escalation point for all Spanish-speaking employee and manager queries.
• Provide high-quality Spanish and English communication for case resolution documentation and stakeholder discussions.
• Bridge language gaps between US stakeholders and offshore delivery teams.

3. Quality Controls & Compliance

• Conduct quality reviews of team transactions to ensure accuracy and compliance with US regulations and internal policies.
• Perform root-cause analysis (RCA) and implement corrective/preventive actions to reduce recurring errors.
• Ensure audit readiness documentation integrity and compliance with service delivery policies.

4. Stakeholder & Client Relationship Management

• Serve as the key operational contact for US HR Store Operations Talent Payroll Legal and Compliance partners.
• Participate in governance calls business reviews and escalated discussions requiring bilingual communication.
• Build trusted relationships with client stakeholders through transparency ownership and proactive communication.

5. Team Leadership Coaching & Capability Building

• Manage mentor and develop a high-performing team of HRSS Specialists and Senior Associates.
• Provide ongoing coaching feedback and performance evaluations.
• Drive a culture of accuracy accountability and service excellence.

6. Transformation Innovation & Process Improvement

• Identify process gaps risk areas and inefficiencies; propose and implement improvement initiatives.
• Drive automation digitization and knowledge management enhancements to strengthen delivery.
• Lead transitions knowledge transfers (KT) and onboarding for new processes or expansions.

7. Reporting & Insights

• Track and report on operational trends quality metrics and employee experience insights.
• Provide bilingual analytics summaries when required for US leadership and internal governance.

Qualifications :

Experience

• 68 years of HR Shared Services / HR Operations experience with at least 23 years in a people manager or team lead role.
• Must have supported US HR processes in HR Operations Talent Payroll Support or Compliance.
• Experience handling Spanish-speaking employee groups strongly preferred.

Language Requirements

• Native or near-native Spanish fluency (mandatory).
• Strong English verbal and written proficiency (mandatory).

Technical Skills

• Experience with Workday ServiceNow Kronos ADP or equivalent HRIS/case tools preferred.
• Strong Excel/reporting skills and the ability to interpret operational metrics.

Education

• Bachelors degree in HR Business Administration Communications or a related field.
• Masters degree preferred but not mandatory.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time