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.
Responsibilities:

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)