Position Snapshot

Integrated Business Services LATAM | Asunción, Paraguay.

HR Business Services - Experience Center  | HR Sr Associate

Available Shifts: Monday to Friday from 11:00 to 21:00


 

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

In Paraguay we are two Nestlé units:

Nestlé Paraguay is the unit in charge of importing and distributing of all our 1# brands and they have been in the market for 23 years.

On the other hand, we are Integrated Business Services Asunción, the Nestlé service center. We’ve been in the market since 2018. 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 Integrated Business Services!

Position summary

Acting as a technical and operational reference in managing the contact center and experience for LATAM, through impeccable management of employee  transactions, representing in operational meetings with the market, contributing to continuous improvement.

A day in the life of...

• Master Data Management: Updates of employee information in the different tools and systems used by the area, such as SAP, SuccessFactors, and ServiceNow, ensuring the correct upload and maintenance of data.
• Quality Assurance: Validation of executed activities in accordance with Operating Guidelines, ensuring that all criteria, controls, and agreements are met from start to finish.
• Updating Manuals / Operating Guidelines: Maintenance and update of process guides in response to changes in local laws, internal policies, or operational adjustments agreed with the markets.
• Employee Support: Management and handling of employee inquiries through the different available support channels, such as chat, calls, and email, providing clear, timely responses focused on a positive user experience.
• Case Resolution: Closing contacts with clear and complete responses through platforms such as ServiceNow, Outlook, or Teams, providing notification of completion through the same corresponding channel.
• Operational Meetings: Leading or participating in operational meetings such as DOR, WOR, and MOR, with the objective of reviewing volumes, priorities, progress, improvement opportunities, and follow-up items with the markets.
• Market Inquiry Support: Management and handling of inquiries received from the markets related to taxes, payroll, payments, and operational processes, ensuring response quality and a positive user experience.
• Report Creation: Preparation, update, and analysis of operational reports to follow up on indicators, volumes, SLA compliance, quality, and main improvement opportunities.
• Government Platform Management: Execution and validation of procedures within official social security, tax, or labor ministry portals across LATAM countries, according to each market’s requirements.

What will make you successful

• Intermediate / Advanced Excel.
• Intermediate English.
• Use of tools such as SuccessFactors, SAP, and ServiceNow (desirable).
• Previous experience in continuous improvement initiatives and project management.
• Desirable experience in Human Resources, Payroll, or similar processes.
• Excellent customer relationship, communication, and service orientation skills.
• Hability to work in a cross-functional environment and with LATAM markets.
• Graduated or currently studying Business Administration, Accounting, Economics, or related areas.