HR Services Delivery Analyst
Job Description
People Services with a Heart
As part of our HR team, we’re seeking a skilled HR Services Delivery Specialist to manage, monitor, and support critical HR processes that remain in-house after outsourcing transactional services to a BPO. You’ll work across Workforce Data Management, Time & Attendance, and Payroll, handling complex and sensitive cases, ensuring compliance, supporting audits, and leading internal coordination for legal, system, and policy changes.
Vendor Management & Stakeholder Management
- Monitor the service delivery of the BPO and other vendors and address any service gaps.
- Act as the primary liaison with BPO provider and other vendors for defined countries and processes in the region and participate in regular meetings with the BPO provider Serve as the contact point for in-house
- HR Services in defined countries to ensure quality services are delivered on time effectively according to the agreed SLA and KPIs.
- Monitor and continuously improve Service Level Agreements (SLA´s) and performance metrics (KPIs)
System Support
- Manage change requests in accordance with business needs and legal requirements. First validation of change requests and forwarding to HR IT for further validation, documentation of change requests and system changes Monitor and describe legal regulation changes in the countries of responsibility and steer internal decision-making process with stakeholders.
- Final approval of system adjustments by the BPO, as well as communication and coordination of necessary tests by locations.
- Provide HR system support for defined HR systems in the countries of responsibility. Coordination of needed changes / adjustments.
Qualifications
Education & Experience
* Degree in Human Resources, Business Administration, Payroll, Finance, or related field.
* 1+ years of experience in HR operations, payroll, or shared services in a multinational setting.
* Experience working with HRIS and Payroll systems (e.g., SAP SuccessFactors, SAP HCM, Workday).
* Strong attention to detail, analytical mindset, and comfort handling complex scenarios and escalations. * Compensations and benefits expertise will be a strong plus.
* Effective communicator and collaborator across stakeholders, vendors, and external bodies. Fluent in English (additional languages are an asset).
* Strong knowledge with HR Services Delivery Knowledge of Workforce Administration, Time Management, and Payroll processes.
* Understanding of local labor law, social security, tax regulations, and compliance/audit standards.
* Experience in management of Payroll Vendors and governance.
Additional Information
At Continental we are committed to building an inclusive and discrimination-free ecosystem in Mexico, these principles are rooted in our corporate philosophy and culture. Therefore, it is totally forbidden to request a pregnancy or HIV test as part of our selection processes.
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