HR Country Head

THE ROLE The HR Director for the Global Business Services (GBS) Center will play a pivotal role in leading the human resources strategy and operations for the center. This position requires a seasoned HR professional with expertise in talent management, organizational development, learning and development (L&D), and employee retention strategies in a GBS or BPO environment. The HR Director will report to the local Center Head with a functional reporting line to Global GBS HR Director to ensure the alignment of HR practices with the company’s strategic objectives while fostering a culture of collaboration, innovation, continuous learning, and employee engagement. RESPONSIBILITIES Strategic Leadership Develop and execute the HR strategy for the GBS Center, aligning it with global corporate goals and local operational needs. Serve as a trusted advisor to senior leadership on all HR-related matters, including workforce planning, organizational design, and talent strategy. Drive initiatives to build a high-performing, diverse, and inclusive workplace culture. Talent Acquisition and Management Oversee recruitment efforts to attract top talent for the GBS Center, ensuring alignment with the company’s competency requirements and growth plans. Implement robust onboarding programs to ensure new hires are equipped to succeed in their roles. Lead succession planning and career pathing efforts to ensure a strong leadership pipeline within the center. Employee Retention and Attrition Management Define and implement strategies to retain top talent and reduce employee attrition, focusing on building a positive employee experience. Analyze attrition trends and identify root causes, developing targeted interventions to address key areas of concern. Develop and enhance employee engagement programs, including recognition initiatives, career development opportunities, and wellness programs. Collaborate with leadership to create a culture of trust, transparency, and collaboration, ensuring employees feel valued and supported. Regularly monitor and report on retention metrics and employee feedback to measure the effectiveness of retention strategies. Learning and Development Develop and implement comprehensive learning and development strategies to enhance employee skills, knowledge, and leadership capabilities. Partner with global HR teams to design and deliver training programs, including technical skills development, leadership training, and soft skills enhancement. Promote a culture of continuous learning by identifying opportunities for upskilling and reskilling employees to meet evolving business needs. Evaluate the effectiveness of L&D initiatives through metrics and feedback, ensuring alignment with organizational goals. Build partnerships with external training providers and educational institutions to expand learning opportunities for employees. Employee Relations and Engagement Serve as a champion for employee engagement, implementing programs to boost morale, productivity, and overall satisfaction. Manage employee relations, ensuring compliance with labor laws and company policies. Foster open communication channels to address employee concerns and provide guidance on conflict resolution. HR Operations and Compliance Oversee HR operations, including payroll, benefits administration, and compliance with local labor regulations. Ensure the implementation of global HR policies and practices while adapting them to local requirements. Monitor and report key HR metrics and analytics to inform decision-making and track progress against goals. PROFILE & QUALIFICATIONS Bachelor’s degree in Human Resources, with a minimum of 10 years on HR leadership experience and ideally 5 years in a GBS or BPO environment. Strong knowledge of national labor laws and regulations. Experience working in a multinational organization, with exposure to global HR practices. Expertise in employee retention and engagement strategies, including attrition analysis and targeted interventions. Strong leadership and interpersonal skills, with the ability to influence and partner with stakeholders at all levels. Strategic problem-solving and decision-making abilities. Excellent communication skills, both written and verbal, in English and Spanish. Proficiency in HR systems and tools, with strong analytical and reporting capabilities.