HR Operations Lead, LATAM Shared Services
Levi Strauss & Co. · Mexico City
Calling all originals: At Levi Strauss & Co., you can be yourself — and be part of something bigger. We're a company of people who like to forge our own path and leave the world better than we found it. Who believe that what makes us different makes us stronger. So add your voice. Make an impact. Find your fit — and your future.
The HR & Payroll Operations Lead, LATAM Shared Services will serve as the regional operational subject matter expert and primary functional escalation point for HR Operations processes across LATAM. This individual contributor role will provide deep expertise in benefits administration, leave and absence administration, ServiceNow HRSD case management, Workday HCM, and Tier 1 payroll inquiry support.
About the Job
Functional Leadership and Operational Execution
- Serve as the primary functional escalation point for HR Operations processes, benefits administration, leave administration, ServiceNow HRSD, Workday HCM, and Tier 1 payroll support.
- Translate priorities established by the HR LATAM SSC Manager into clear operational actions, deliverables, and follow-through.
- Provide functional guidance to Specialists and Coordinators on complex scenarios, established procedures, controls, and escalation requirements.
- Coordinate cross-functional issue resolutions.
- Identify execution risks, recurring issues, and improvement opportunities and escalate recommendations to the HR LATAM SSC Manager.
Benefits Administration Subject Matter Expertise
- Serve as the regional subject matter expert for benefits administration across LATAM.
- Apply the benefits frameworks, standards, controls, and escalation paths established through Total Rewards governance.
- Provide functional guidance on enrollments, life events, audits, and employee inquiries.
- Support complex benefits escalations.
- Develop and maintain assigned benefits SOPs, job aids, knowledge articles, and training materials in partnership with the HR LATAM SSC Manager.
- Support implementation and transition of benefits programs and vendors as the LATAM Shared Services model expands.
Leave and Absence Administration Subject Matter Expertise
- Serve as the regional subject matter expert for leave and absence administration across LATAM.
- Apply the leave frameworks, standards, controls, country requirements, and escalation paths established through Total Rewards governance.
- Provide functional guidance on leave intake, Workday HCM transactions, extensions, returns, documentation, and payroll-impacting handoffs.
- Support complex leave cases and compliance questions.
- Develop and maintain assigned leave SOPs, job aids, knowledge articles, and training materials in partnership with the HR LATAM SSC Manager.
ServiceNow HRSD and Employee Support Quality
- Serve as the functional subject matter expert for HR case management through ServiceNow HRSD.
- Apply established case-routing standards, quality requirements, workflows, documentation expectations, and escalation paths.
- Provide guidance on complex HR Operations cases and support resolution with HRBPs, Centers of Excellence, Finance, Legal, HR Technology, and other stakeholders.
- Review recurring case themes, aging risks, and quality concerns and recommend corrective actions.
- Develop and maintain assigned case-management procedures, knowledge articles, response guidance, and training content for Manager review and approval.
Workday HCM Expertise and Operational Controls
- Serve as a functional resource for Workday HCM employee lifecycle administration, absence, reporting, and data management.
- Apply established transaction standards, operational controls, data-quality expectations, and testing requirements.
- Coordinate root-cause analysis and corrective-action recommendations for recurring data or process issues.
- Support testing, readiness, and adoption activities for new Workday functionality and process changes.
- Provide insights and recommendations to the HR LATAM SSC Manager to support governance, prioritization, and approval decisions.
Tier 1 Payroll Inquiry Support
- Serve as the functional subject matter expert for Tier 1 payroll inquiries managed by HR Operations through ServiceNow HRSD.
- Apply the payroll inquiry framework, approved response guidance, quality standards, routing rules, and Finance escalation paths.
- Provide functional guidance to Specialists and Coordinators who process Tier 1 payroll inquiries.
- Monitor recurring payroll inquiry themes and partner with Finance to recommend improvements to employee-facing guidance and resolution paths.
- Develop and maintain assigned payroll knowledge articles and support materials for Manager review and approval.
- Maintain clear boundaries between HR Operations Tier 1 support and Finance-owned payroll investigation, corrections, calculations, payments, taxes, accounting, and statutory processing.
Operational Excellence and LATAM Expansion Support
- Execute process-governance and operational-excellence activities within the framework established by the HR LATAM SSC Manager.
- Identify manual practices, recurring defects, control gaps, and opportunities for standardization, simplification, or automation.
- Coordinate assigned process reviews, readiness assessments, testing, implementation support, knowledge transfer, and stabilization activities.
- Support onboarding of additional LATAM countries, programs, and processes into the Shared Services model.
- Partner with local HR and functional teams to document country requirements and prepare operational materials for governance review and approval.
- Escalate unresolved scope, ownership, regional-alignment, or material risk decisions through the HR LATAM SSC Manager.
About You
- Bachelor's degree in Human Resources, Business Administration, Accounting, or a related field.
- Five or more years of progressive experience in HR Operations, HR Shared Services, Employee Services, Benefits Administration, Leave Administration, or related work.
- Experience supporting employees and HR processes across Mexico and one or more LATAM countries; broader multi-country LATAM experience is strongly preferred.
- Strong knowledge of benefits and leave administration, including documentation, controls, employee impacts, vendor coordination, and escalation requirements.
- Advanced working knowledge of Workday HCM for employee lifecycle administration, absence, reporting, and data management.
- Advanced working knowledge of ServiceNow HRSD for case management, knowledge management, workflows, reporting, testing, and issue identification.
- Strong understanding of Tier 1 payroll inquiry support and the judgment to distinguish HR Operations support from Finance-owned payroll processing.
- Experience developing SOPs, job aids, knowledge articles, controls, training materials, and regional process documentation within an established governance model.
- Ability to provide functional leadership, influence across teams, coordinate operational deliverables, and escalate risk appropriately without formal people-management responsibility.
- Ability to communicate effectively in English and Spanish and partner across HR, Finance, Payroll, Legal, HR Technology, and vendor teams.
Preferred qualifications
- Experience with UKG or another workforce management and timekeeping platform.
- Experience partnering with EY or another third-party payroll or HR services provider.
This is a hybrid work schedule based in our Polanco Office in Mexico City. We expect you in the office three days per week. Time in the office may vary depending on business needs.
Levi Strauss & Co. (LS&Co.) offers a total rewards package that includes base pay, incentive plans, paid leave, health insurance, product discounts, and more, designed to help you and your family stay healthy, meet your financial goals, and balance the demands of work and personal life.
LS&Co. is an affirmative action and equal employment opportunity employer. We welcome and value people from diverse cultures, backgrounds, and experiences to make LS&Co. a collective success.