Manager, Human Capital Services

Manager, Human Capital Services  

Your potential has a place here with TTEC’s award-winning employment experience. As a Manager, Human Capital Services working on site in Mexico City, you’ll be a part of bringing humanity to business. #experienceTTEC

What You’ll Do
We are seeking an experienced and results-driven Manager, Human Capital Global Services, to lead multiple shared services teams supporting the Global Employee Data Administration (EDA), LATAM and EMEA People and Culture Global Services (P&C GS). This leader will be responsible for driving operational excellence, ensuring service delivery effectiveness, maintaining compliance with regional requirements, and providing strategic leadership across employee lifecycle administration, payroll support, data management, and employee support services.

The ideal candidate is a proactive leader who can anticipate risks, establish strong operational controls, and drive continuous improvement while partnering closely with People & Culture, Payroll, Benefits, Finance, Legal, Operations, and other business stakeholders. Success in this role requires a strong focus on quality, accountability, process optimization, and stakeholder collaboration to deliver an exceptional employee experience and ensure accurate, compliant, and efficient HR operations across multiple regions.

During a Typical Day, You’ll

• Lead, develop, and manage teams supporting Employee Data Administration (EDA), LATAM, and EMEA P&C Global Services, ensuring achievement of service level agreements, quality standards, operational goals, while providing coaching, performance management, and career development
• Oversee employee lifecycle administration and payroll support activities, establishing operational controls, quality assurance mechanisms, audits, and review processes to ensure accuracy, compliance, consistency, and timely execution across employee data and payroll-related processes
• Monitor operational performance through metrics, dashboards, trend analysis, and quality reviews, proactively identifying operational risks, process gaps, compliance concerns, and implementing corrective actions, preventive controls, and continuous improvement initiatives
• Drive operational excellence by leading process optimization, automation, standardization, and business transformation initiatives that improve efficiency, scalability, employee experience, and service delivery across multiple regions
• Partner with People & Culture, Payroll, Benefits, Talent Acquisition, Finance, Legal, Operations, and other business stakeholders to resolve complex employee and operational matters while building strong collaborative relationships and serving as the primary escalation point for critical issues
• Drive accountability and organizational effectiveness by setting clear expectations, monitoring deliverables, conducting business reviews, supporting workforce planning and succession planning, and fostering employee engagement through regular coaching, skip-level meetings, and development initiatives
• Promote a culture of ownership, operational discipline, proactive problem-solving, continuous improvement, and customer-centric service delivery, ensuring adherence to company policies, regulatory requirements, and governance standards

What You Bring to the Role

• Bachelor's degree or equivalent work experience in Human Resources, Business Administration, Psychology, or a related field, along with 5+ years of progressive leadership experience managing Human Resources, Shared Services, Payroll Support, Human Capital Operations, or related teams
• Experience supporting global or multi-country operations, preferably across LATAM and EMEA regions, with a strong understanding of employee lifecycle administration, HR operations, compliance requirements, payroll processes, employee data management, and shared services delivery models
• Demonstrated ability to lead multiple teams and priorities simultaneously in a fast-paced environment, while establishing operational controls, quality assurance practices, audit processes, and risk management frameworks that improve service delivery and reduce operational errors
• Strong analytical and problem-solving skills with the ability to interpret data, identify trends, anticipate risks, and proactively implement preventive actions and sustainable process improvements
• Excellent stakeholder management and communication skills, with the ability to influence and collaborate across all levels of the organization, manage escalations, and handle complex employee matters and cross-functional initiatives
• Advanced proficiency in Microsoft Office applications (particularly Excel and reporting tools)
• Self-starter with a proactive leadership style, strong sense of ownership, high attention to detail, and the ability to anticipate operational needs and business risks while balancing strategic thinking with hands-on execution
• Demonstrated commitment to developing high-performing teams, fostering employee engagement, conducting regular team touchpoints, and creating a culture of accountability, with a results-oriented mindset and a track record of exceeding operational, quality, compliance, and customer experience expectations

What You Can Expect

• Supportive of your career and professional development 
• An inclusive culture and community minded organization where giving back is encouraged 
• A global team of curious lifelong learners guided by our company values 
• And yes... a competitive compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you

Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels

About TTEC 
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you. 
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.