Job Overview

The HR Services Manager is a vital role designed to manage best in class HR Services to support TE managers and employees. The incumbent is responsible for leading and overseeing all transactions and services, including direct transactions, contact Center, customer interaction as necessary and is responsible for ensuring the best customer service and ensuring the efficiency of the team.  

Responsibilities & Qualifications


  • Develop a HR Services strategy in line with the HR Solutions strategy to ensure vertical alignment and horizontal integration with other interfacing strategies across TE.  
  • Develop and oversee the implementation of policies and procedures covering all areas of  HR Services.  
  • Identify performance improvement opportunities such as effort/time reduction and implement action plan accordingly.


  • Partner with the HR Solutions to handle transaction needs through the inquiry system.               
  • Ensures and coordinates back-up inquiry support during peak periods to ensure inquiries are resolved effectively and efficiently.  
  • Manage and oversee Transactional and Contact Center Associates, ensuring smooth day-to-day operations and high quality service delivery        
  • Ensure periodic reporting of Transactional Center and Contact Center performance and issues to the HR Solutions Team.    
  • Work with the HR Solutions Team to develop systems and processes for better handling of employee inquiries; define performance indicators, targets and processes .         
  • Plan, design and implement various strategic initiatives to help enhance the productivity, efficiency and quality of services delivered.

Internal Process:

  •  Ensure Transactional Center processes are aligned with corporate policies, procedures and internal controls.
  •  Monitor processes to ensure adherence to Service Level Agreements and Turnaround Time

Special Qualifications:

  • Bachelor's Degree in Administration and five to seven years related experience and/or training
  • People oriented and results driven
  • Fluent in both spoken and written Spanish and English.
  • Excellent active listening, negotiation and presentation skills
  • knowledge of Fiscal and Labor Mexican Laws


  • Managing and Measuring Work
  • Building Effective Teams
  • Motivating Others
  • Values: Integrity, Accountability,Teamwork, Innovation
  • SET : Strategy, Execution, Talent (for managers)
  • Customer Focus
  • Developing Direct Reports and Others
  • Informing


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Education Experience:  Bachelors Degree (High School +4 years)
Travel:  10% to 25%

Job Segment: Manager, Operations Manager, HR, Management, Operations, Human Resources, Bilingual

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