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The HR & Payroll Operations Lead, LATAM Shared Services will serve as the regional operational subject matter expert and primary functional escalation point for HR Operations processes across LATAM. This individual contributor role will provide deep expertise in benefits administration, leave and absence administration, ServiceNow HRSD case management, Workday HCM, and Tier 1 payroll inquiry support.
About the Job
Functional Leadership and Operational Execution
Serve as the primary functional escalation point for HR Operations processes, benefits administration, leave administration, ServiceNow HRSD, Workday HCM, and Tier 1 payroll support.
Translate priorities established by the HR LATAM SSC Manager into clear operational actions, deliverables, and follow-through.
Provide functional guidance to Specialists and Coordinators on complex scenarios, established procedures, controls, and escalation requirements.
Coordinate cross-functional issue resolutions.
Identify execution risks, recurring issues, and improvement opportunities and escalate recommendations to the HR LATAM SSC Manager.
Benefits Administration Subject Matter Expertise
Serve as the regional subject matter expert for benefits administration across LATAM.
Apply the benefits frameworks, standards, controls, and escalation paths established through Total Rewards governance.
Provide functional guidance on enrollments, life events, audits, and employee inquiries.
Support complex benefits escalations.
Develop and maintain assigned benefits SOPs, job aids, knowledge articles, and training materials in partnership with the HR LATAM SSC Manager.
Support implementation and transition of benefits programs and vendors as the LATAM Shared Services model expands.
Leave and Absence Administration Subject Matter Expertise
Serve as the regional subject matter expert for leave and absence administration across LATAM.
Apply the leave frameworks, standards, controls, country requirements, and escalation paths established through Total Rewards governance.
Provide functional guidance on leave intake, Workday HCM transactions, extensions, returns, documentation, and payroll-impacting handoffs.
Support complex leave cases and compliance questions.
Develop and maintain assigned leave SOPs, job aids, knowledge articles, and training materials in partnership with the HR LATAM SSC Manager.
ServiceNow HRSD and Employee Support Quality
Serve as the functional subject matter expert for HR case management through ServiceNow HRSD.
Apply established case-routing standards, quality requirements, workflows, documentation expectations, and escalation paths.
Provide guidance on complex HR Operations cases and support resolution with HRBPs, Centers of Excellence, Finance, Legal, HR Technology, and other stakeholders.
Review recurring case themes, aging risks, and quality concerns and recommend corrective actions.
Develop and maintain assigned case-management procedures, knowledge articles, response guidance, and training content for Manager review and approval.
Workday HCM Expertise and Operational Controls
Serve as a functional resource for Workday HCM employee lifecycle administration, absence, reporting, and data management.
Apply established transaction standards, operational controls, data-quality expectations, and testing requirements.
Coordinate root-cause analysis and corrective-action recommendations for recurring data or process issues.
Support testing, readiness, and adoption activities for new Workday functionality and process changes.
Provide insights and recommendations to the HR LATAM SSC Manager to support governance, prioritization, and approval decisions.
Tier 1…