As part of our Global HR Shared Services’ team you will be responsible to lead and be accountable for successful delivery of HR Operational processes of various employment lifecycle within the NAMR region. You will also be focused on continuous processes improvement and broadening of the scope of services delivered while maintaining process KPIS and SLAs. As Nexus Costa Rica continues to grow and services within NAMR mature we seek a seasoned HR Shared Services Leader professional with the ability to scale as our organization transforms over the coming years.
This new role will be responsible for bringing critical HR activities into the service center from North America with the intention of further increasing the effectiveness, efficiency, and speed of critical tasks. A problem-solver by nature, the successful candidate will be adept at driving transformation, operational excellence, and delivering positive employee experience. You will set the direction and culture of the team by creating an inclusive culture that drives engagement and inspiring the team to perform at their best.

• As part of the global HR Shared Services team, develop matrix management model and work closely with the broader HR team to ensure working in a collaborative and complementary way in terms of HRSS and broader teams with initial focus on activities within the NAMR region
• Remodel transactional service delivery through enabling more of the employee lifecycle, removing duplication, unnecessary steps/checks and define respective roles and responsibilities with greater clarity
• Provide overall governance on the full range of employee services from Onboarding to Exit
• Design and deliver a best-in-class service for our internal and external customers. Build and develop a strong, team, multiskilled in all aspects of HR, which is highly motivated and engaged
• Ensure that transactional employee services routines are managed well and in the most efficient way possible, and introduce regular quality checks on key workflows specifically within NAMR
• Develop and manage KPIs (Key Performance Indicators) and KRIs (Key Risk Indicators) and manage the services to those KPIs and KRIs globally
• Lead initiative to identify processes that can be shifted to the global centers and define the implementation roadmap
• Develop and maintain effective business partnerships and a strong network of key global stakeholders, as well as a partnership with Legal, Risk, Operations and IT

• Establish procedures and service level agreements for handling questions, transactions, and administration of HR programs as part of a global HR Shared Services team
• Evolve processes, ways of working, and look for ways to continue to add value to the employee experience
• Drive the evolution of the Global HR shared services function and develop a future focused HR Shared services strategy
• Participate and lead in both internal and external audits as and when required globally

• Collate, review and prepare KPI information, reports in line with global HR Shared Services team to provide consistency globally but predominantly within NAMR
• Administer and maintain Workday related datapoints and ensure 100% accuracy data integrity
• Create and provide reports, statistical analysis and information for senior management regionally

• Coach and develop colleagues, both in and out of your direct team, to get the most out of them
• Create a close partnership with HR counterparts across the multiple regions and in other areas of the organization to ensure alignment of HR policies and procedures
• Manage the team’s work plan and improvement projects ensuring the coordination and allocation of work, quality assurance and continuous improvement activities to agreed plans

• Foster strong relationships with Senior Leaders across BCG who engage with, services provided by Shared Services. Senior executives and leaders across the organization
• Connect with Senior leaders within the HR function across multiple regions I.E NAMR
• Develop strong relationships with global payroll, IT, Legal & Compliance teams

• Bachelor’s Degree in Business, Human Resources, Organization Development or other related field is required; advanced degree preferred
• A minimum of 12 years of work experience with progressively increasing levels of responsibility, preferably within a global professional services firm
• Stakeholder management and customer interaction within an HR Shared Service operation with multi-country and multi-cultural teams
• Ability to perform successfully in a fast-paced, intellectually intense, service-oriented and matrix-structured environment and to interpret rules and guidelines flexibly to enhance the business and in keeping with BCG’s values and culture
• Great relationship-building skills and a passion for helping others to develop
• Maturity and seasoning that engenders respect and trust from others; good judgment, professionalism, strong interpersonal skills, and a collaborative style
• High integrity, tact, a positive attitude, and an ability to maintain absolute confidentiality
• Proven analytical capabilities; a quick study; a bright executive with a can-do attitude, a creative solution seeker and a readiness to try new approaches; decisive, pragmatic, and reason-minded
• Comfortable in both working in detail and understanding the big picture; able to consider the ramifications of decisions on various constituencies
• Strong change management skills and results-oriented approach
• Excellent communication skills and poise; cross cultural understanding, fluent in English
• Strong computer skills: Excel, PowerPoint, Word