Position Snapshot

HR Experience Center Coordinator

Nestlé Business Services LATAM | Asunción, Paraguay

Human Resources Business Services – HRBS

Available Shift: Monday to Friday from 8:00 to 18:00

Nestlé Business Services is looking for extraordinary people to join our world-class team.

Nestlé Business Services LATAM, the Nestlé service center. We provide Backoffice services as Supply Chain, Financial, HR, and Digital & social media to all Nestlé in LATAM from México down the map. Our clients are our colleagues.

We are a multicultural and diverse team of professionals. We are passionate about driving continuous improvement of processes with colleagues across the world. We care about delivering high quality services to support business agility and digital innovation.

If this describes you, and you are looking to join a business where you can really add value, it’s time to consider joining Nestlé Business Services!

Position Summary 

The Experience Center Manager is responsible for overseeing the day-to-day operations and ensuring excellent people experiences at the experience center LATAM (employees, dependents, retirees and vendors). Besides, needs to manage the team, developing strategies to enhance people satisfaction, and driving service catalogue growth.

Under this responsibility resides content management and HR IT queries resolution for 10 markets in LATAM (Br, Chile, Plata, CAM, Colombia, Mexico, Peru-Bolivia, Ecuador, Anglo Dutch & Venezuela).

A day in the life of...

·        Provide vision, structure/organization, practices, initiatives and projects to leverage service level and reduce costs.

·        Lead and ensure that the quality of services provided to markets is in line with Service Level Agreements as agreed and signed with markets.

·        Represents NBS LATAM as HRBS Manager, interacting directly with the IBS Global solution lead on defined projects.

·        Ensure compliance with Nestlé Policies and Procedures.

·        Represent the HR Contact Center Team at the TSQ Governance meetings and other necessary governors.

·        Develop and implement strategies to ensure a seamless and positive customer experience throughout their interaction with the center.

What will make you successful

·        Bachelor's degree in: Business Administration, Economics, Industrial Engineer or related area.

·        Minimum experience of 3 years working in Customer Experience

·        Experience leading teams, with generalist HR training and knowledge at the Scale Center.

·        Design experiences in continuous improvement processes and tools. Knowledge of process migrations and transitions.

·        Knowledge of Contact Center tools, preferably in the shared services environment.

·        Experience of working in a multifunctional and networked organization (internal and external providers).

·        Advanced English, Intermediate Portuguese is mandatory

·        Project management experience will be considered a differential.