Global Process Owner – People Services

About the role

The Global Process Owner (GPO) for People Services leads the strategic evolution and operational performance of HR service delivery across multiple regions. This senior role is responsible for defining, governing, and continuously improving end‑to‑end People Services processes to ensure a scalable, efficient, and customer‑centric experience.

Key responsibilities

• Define global People Services strategy, process architecture, governance model and operating standards, and own end‑to‑end process design.
• Lead standardisation, Lean and Six Sigma initiatives to simplify, consolidate and eliminate non‑value‑added activities, delivering quantified benefits.
• Drive digitalisation and automation, including RPA, AI‑enabled solutions, self‑service portals and analytics platforms.
• Oversee operational delivery through teams in Mexico and Costa Rica, ensuring SLA compliance, quality standards and customer satisfaction.
• Ensure compliance with corporate policies, labor regulations and data‑privacy requirements, managing risk and data quality.
• Build and coach multicultural teams, creating a scalable talent model for future global expansion.

Required profile

• Bachelor’s degree in HR, Business Administration, Industrial Engineering or related field; Master’s preferred.
• 10+ years experience in HR, Shared Services or Business Process Management, with 5+ years leading regional or global teams.
• Proven track record designing and improving end‑to‑end processes, governance models and service management routines.
• Experience leading automation, digitalisation, continuous‑improvement and organisational change initiatives.

Required skills

• Lean, Six Sigma, process mining, RPA, workflow automation, AI‑enabled operations.
• Analytics, dashboarding, service management, knowledge management, case management platforms.
• HR technology platforms such as SAP SuccessFactors, Workday, ServiceNow or equivalents.