HR Operations Service Delivery Manager – HR Services Tower

Join Auxis as a Service Delivery Manager and shape the future of HR Service Operations across the region!

As we continue to expand our services, we are seeking a highly skilled and motivated Service Delivery Manager for our HR Services Tower to join our team based in Costa Rica. This role is pivotal in driving the evolution of our HR Services function and portfolio. This is your opportunity to establish and elevate our operational excellence, driving efficiency and success from the ground up. The ideal candidate will demonstrate strong leadership, operational excellence, and the ability to drive continuous improvements in HR Outsourcing Services.

As a Service Delivery Manager (SDM), you will be a trusted technical and business advisor to Auxis’ customers, providing valuable guidance for operations and optimization of their Business Operations Support (BOS) environment through high-quality service delivery. The SDM will provide the necessary client liaison support and daily service delivery to ensure world-class outsourcing support for their assigned clients and the HR Services practice area. You will support all technical platforms and teams, managing day-to-day operations, ensuring quality service delivery, handling escalations, driving process improvements, standardizing processes, identifying out-of-scope project opportunities, and efficiently allocating resources. You will maintain strong relationships with your customers, gaining an understanding of their BOS organization and driving continuous service improvement.

This management position will lead our HR Services Tower, with hybrid teams based in Costa Rica, Colombia, and Mexico, providing services to Top 500 companies. You will oversee the effective and cost-efficient administration of end-to-end employee lifecycle transactional processes, including HR query handling, joiners, movers, leavers, pay changes, special leave types, compensation and benefit administration, talent acquisition, leave and accommodations administration, compliance, reporting, and payroll for employees and managers of our clients.

Key Job Responsibilities:

Service Delivery Management

• Oversee day-to-day service delivery requests to meet or exceed client expectations.
• Optimize daily resource (staff) utilization, organizing work to maximize delivery of client service requests, supported by supervisors and team leaders.
• Develop and generate work guidelines for your team, review and analyze operational indicators, and determine strategies to prevent, correct, or maintain performance metrics.
• Work closely with delivery teams in Costa Rica, Colombia, and Mexico to ensure customer requests are satisfied within agreed timelines, maintaining high quality and adherence to SLAs.
• Coordinate regular reviews and updates of SOP documentation with the Account Team to ensure accuracy and currency.
• Engage in project discussions to ensure proper scope and allocation of staff, balancing day-to-day delivery with project delivery.
• Act as an escalation point for team and client issues, escalating to Account Directors and senior management as needed.
• Quickly address roadblocks that negatively impact service delivery or customer satisfaction.
• Recommend and implement process improvements to maximize overall account and team efficiencies.
• Manage small to medium-sized projects, including new service transitions and client setups.
• Collaborate with the operations team to identify, document, and present innovative recommendations and project opportunities to the Account Director and customers.
• Assist in managing the ongoing execution of Auxis’ standard operating procedures at assigned accounts.
• Support the Operations Director and Key Account Management in developing commercial strategies, enhancing profitability for the company, clients, and service network.
• Review the costs provided by the economic analysis of projects for the bids (or their modifications), to ensure that there will be no deviations between the budgeted costs and implementation costs.

Team Leadership

• Provide guidance, training, and support to team members, fostering their professional development and growth.
• Establish clear performance goals and objectives for the team, regularly evaluate their performance, and provide constructive feedback and coaching to drive continuous improvement.
• Manage the hiring process for assigned accounts, ensuring the timely and budget-conscious recruitment of qualified team members.
• Implement strategies to motivate and engage team members, promoting a positive and productive work environment.
• Monitor and manage team turnover, identifying and addressing factors contributing to employee retention and satisfaction.

Operational Management

• Oversee productivity and cost budgets for assigned accounts, ensuring financial targets are met.
• Optimize daily staff utilization and organize workloads to maximize service delivery efficiency.
• Develop and execute strategies to address operational issues, identifying root causes and implementing effective solutions.
• Prepare and present regular performance reports and analyses to clients and internal management, highlighting key metrics and recommending process enhancements.
• Stay current with industry regulations, standards, and best practices within HR Operations outsourcing services, ensuring compliance and continuous improvement.

Account Management

• Lead the expansion of HR Service Operations according to the agreed strategy, managing scope growth and outsourcing functions effectively.
• Oversee the financial performance of assigned accounts, ensuring proper and timely billing.
• Lead the preparation of budgets and project objectives, ensuring alignment with organizational goals.
• Understand business goals and market trends to recommend and influence new approaches that drive success.
• Continuously assess HR service operations with key stakeholders and clients, using feedback and operational data to enhance overall service quality.
• Lead monthly Service Level Review meetings with clients to discuss performance and improvements.
• Build and maintain strong relationships with clients, understanding their unique requirements and ensuring outstanding customer satisfaction (NPS).

Required Qualifications:

• 5+ years’ experience as a Manager, with a minimum of three (3) years in the Outsourcing industry or experience in large complex organizations.
• 7+ years’ experience in HR Service Operations or Hire to Retire Shared services, within a Multinational organization or BPO.
• University degree in Business Administration or related field, with an emphasis on Operations, Continuous improvement or Project management.
• Fluency in English (strong oral and written communication skills) – 85%+
• Experience with client and SLA management.
• Proven experience in leading and developing international service delivery teams at different locations.
• Experience managing service transitions at different levels.
• Experience working with multiple vendors in a complex multivendor support environment. 
• Experience guiding staff and ticket workflows in a high volume, day-to-day, tactical service request environment
• Deep understanding of Hire to Retire processes, regulations, HRIS systems (Workday, Kronos) and CMS (ServiceNow)
• Experience capturing team performance metrics and presenting to upper management with recommendations on improvement
• Strong project management experience with a focus on process improvement (Lean/Six Sigma/PMP preferred)
• Strong understanding of data privacy regulations, e.g. GDPR, PII, PIPEDA, HIPAA.
• Strong people skills coupled with strong communication skills are essential for this role.
• Strong client empathy, a deep understanding of value drivers, and a passion for solving complex business problems
• US Tourist Valid Visa for potential travel to US as required (Project work, operations, training)