HR Operations Manager

The HR Operations Manager will lead a team of HR Operations Agents within the HR Shared Services (HRSS) team based in Guadalajara, Mexico. This role is responsible for overseeing HR operational processes, ensuring compliance with local and global HR policies, and driving continuous improvement initiatives. The HR Ops Manager will ensure that the HRSS team efficiently handles employee inquiries and tickets through ServiceNow, providing timely and accurate support while maintaining and updating the knowledge base to facilitate self-service and first-level resolution. The HR Ops Manager will act as a strategic partner to the Sr. Director of HR Operations, providing insights and recommendations to enhance service delivery and support the organization’s overall HR strategy.

Job Purpose

The HR Operations Manager will lead a team of HR Operations Agents within the HR Shared Services (HRSS) team based in Guadalajara, Mexico. This role is responsible for overseeing HR operational processes, ensuring compliance with local and global HR policies, and driving continuous improvement initiatives. The HR Ops Manager will ensure that the HRSS team efficiently handles employee inquiries and tickets through ServiceNow, providing timely and accurate support while maintaining and updating the knowledge base to facilitate self-service and first-level resolution. The HR Ops Manager will act as a strategic partner to the Sr. Director of HR Operations, providing insights and recommendations to enhance service delivery and support the organization’s overall HR strategy.

Key Responsibilities

• Manages daily operations and is responsible for the overall performance of the HR Shared Services team so that all services are provided to clients (including employees, contractors, and former employees) with high quality and in a timely manner, ensuring accuracy, consistency, and confidentiality of employee records.
• Oversees the management of employee inquiries and tickets in ServiceNow, ensuring that the team responds promptly and accurately, with a customer focus, while maintaining a comprehensive and up-to-date knowledge base to support self-service and efficient issue resolution.
• Ensures that administrative and transactional processes meet business needs, delivering results in a user-friendly manner, with global standardization and automation as appropriate.
• Manages the transition of key Human Resources transactional and administrative services related to Workforce Administration into the HR Shared Services team as appropriate, maintaining the accuracy and completeness of global end-to-end, standard processes and supporting documentation.
• Collaborates with cross-functional teams, such as HRBPs and COEs, to streamline HR processes, resolve issues, and continuously improve the knowledge base, ensuring that it remains relevant and useful for the HR Shared Services team and employees and identifying opportunities for process improvement and implementing best practices to enhance efficiency, service quality, and the ability to resolve issues at the first point of contact.
• Participates and supports the roll-out and operation of a comprehensive Service Management Framework (SMF), including the development, implementation, and management of Service Partnership Agreements (SPAs) with internal customers & partners, supporting the integration of the SPAs into day-to-day operations.
• Manages the workload distribution and prioritizes tasks to meet SLAs, setting objectives and conducting team performance evaluations, ensuring alignment with organizational goals.
• Builds and maintains strong relationships with key stakeholders and collaborates with the Global Process Owners (GPOs) to lead the development, execution, and monitoring of all action plans to ensure HR targets are achieved or exceeded.
• Provides strong operational leadership and motivation to the Employee Administration Transactional Services team, being a role model for Solidigm’s values.

Note: Responsibilities may change over time and may be adjusted to meet business needs.

Qualifications

Education:

• Required: Bachelor’s degree in Human Resources, Business Administration, or a related field.
• Preferred: Master’s degree in Business Administration or Human Resources Management.

Experience:

• 7+ years’ experience in HR or a Shared Services environment, with at least 2+ years in a Lead/Manager role, leading teams with direct reports, and working with HRIS systems (preferably Workday) and service desk platforms (preferably ServiceNow).
• Operational understanding of HR Systems (experience with Workday is a plus).
• Functional knowledge of HR including employment, federal, state, and local laws.
• Strongly preferred experience in building and leading a Shared Services team including managing HR transactional business services, process improvements, and day-to-day management of operational service delivery in HR.
• Desirable experience in service delivery or business transformation projects including strategy and/or deployment.

Skills and Competencies:

• Strong Customer Service Focus, for both internal & external customers, with a focus on employee satisfaction and strong communication skills, both written and verbal.
• Capable of working effectively in international teams, operating effectively within a matrix organization and with multi-disciplinary groups, and being an excellent team player with strong interpersonal skills contributing to building team spirit.
• Proactive, self-motivated, enthusiastic, goal and results-oriented professional.
• Results-driven leadership style, embracing and driving change whilst staying ahead of best practices in HR and aspiring to leverage new technologies as appropriate.
• Proficient in HR systems and tools, such as Workday, ServiceNow, and MS Office Suite.
• Excellent problem-solving skills and attention to detail.
• Ability to handle sensitive and confidential information with discretion.
• Strong knowledge of internal controls, segregation of duties and compliance best practices.

Language Requirements:

• English (B2 and above)
• Spanish (B2 and above)

Additional Requirements:

• Flexibility to work across different time zones and with global teams.
• Familiarity with US & Mexican labor laws and regulations is a plus.

Working Conditions

• This role is based in our Guadalajara, Mexico office, with potential for hybrid work arrangements.
• Occasional travel may be required to other regional offices.