[2 / 10 / 2025] HR Operations Leader - GBS Americas...

Overview

SGS Bogota, D.C., Capital District, Colombia

The GBS HR Operations Leader plays a pivotal role in the successful implementation, operation, and continuous improvement of the HR Shared Services (GBS) model in the Americas, with Bogotá as the operational hub. This role exists to drive excellence in HR service delivery, ensuring compliance, scalability, and efficiency of transactional HR processes across the region. This position contributes directly to the transformation of SGS into a High Performance, Customer-Centric Organization, by enabling HR to focus on strategic value, while the GBS delivers operational rigor, speed, and consistency.

Responsibilities

• Lead the implementation of HR services under the LATAM GBS model, ensuring seamless knowledge transfer, process mapping, SOP creation, hiring and onboarding of GBS team members.
• Manage end-to-end project plans, milestones, and deliverables; coordinate across multiple stakeholders and countries.
• Act as the right hand of the Head of HR GBS for all implementation deliverables.
• Oversee day-to-day HR operations delivered by the GBS team (e.g. employee lifecycle administration, employment contracts, onboarding, terminations, changes, documentation).
• Ensure legal and policy compliance in all HR operational practices.
• Handle and escalate complex cases, grievances, or sensitive employee-related matters using the proper escalation matrix.
• Continuously improve HR processes through simplification, automation, and technology integration (e.g., Workday, ticketing systems, document management tools).
• Champion operational excellence and identify opportunities for shared services expansion.
• Establish and monitor KPIs, SLAs, and performance dashboards to track service quality and process effectiveness.
• Ensure employee and manager satisfaction through service culture, problem resolution, and continuous improvement.
• Lead onboarding, training, and capability building of new GBS HR staff in Bogotá.
• Design and maintain training materials, SOPs, and work instructions to ensure service continuity and scalability.
• Ensure proper controls are in place to mitigate compliance, legal, and data privacy risks.
• Monitor employment law changes across countries in scope and adjust processes accordingly.
• Act as the primary point of contact between the GBS HR function and key stakeholders (local HR, Total Rewards, Payroll, Finance, IT, Legal).
• Prepare and deliver status updates, performance dashboards, risks / issues, and decision needs to the Head of HR for GBS.
• Represent HR Operations in GBS Governance Forums and prepare structured presentations for governance bodies.
• Track and report on recurrent issues, providing data-backed insights to support systemic improvements or technology enhancements.
• Implement a mechanism for gathering stakeholder feedback and use insights to improve service levels and delivery models.
• Conduct orientation and enablement sessions for country HR teams and People Managers to ensure understanding of GBS scope, services, and interaction model.

Qualifications

Additional Information

Our brand promise – when you need to be sure – underscores our commitment to trust, integrity and reliability, enabling businesses to thrive with confidence. We proudly deliver our expert services through the SGS name and trusted specialized brands, including Brightsight, Bluesign, Maine Pointe and Nutrasource.

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