LATAM HR People Services Supervisor

Job Description

Hybrid: for this position is required to be on site 3x/week

The role The LATAM People Services Supervisor will be responsible for leading the GM LATAM People Services Center team that supports multi-channel HR service delivery (voice, e-mail, chat, and data management) for GM employees and internal customers across Latin America. The role ensures operational excellence, service quality, adherence to SLAs, and continuous process improvement, with a strong focus on innovation, change management, and cross-country stakeholder negotiation in a multicultural, multilingual environment.

What you will do (responsabilities):

People Leadership

• Lead and develop the People Services team, managing workload, schedules, performance, coaching, and career development.

• Track KPIs, customer satisfaction, productivity, quality, and SLA performance to drive continuous improvement.

Service Delivery Excellence

• Ensure accurate, timely, and compliant service delivery across voice, email, chat, and case management channels.

• Act as the escalation point for complex employee and customer inquiries.

• Oversee quality controls, audits, workforce planning, and data privacy compliance across LATAM.

Continuous Improvement & Innovation

• Drive process improvements, automation, standardization, and digital solutions to enhance service quality and efficiency.

• Analyze operational performance and implement corrective and preventive actions.

• Promote a culture of innovation and operational excellence.

Change Management

• Lead the implementation of new processes, tools, and policies, ensuring smooth adoption across the team.

• Serve as a change champion, connecting global initiatives with LATAM operations.

Stakeholder Management

• Build strong partnerships with HR, business leaders, and key stakeholders across LATAM.

• Represent People Services in cross-functional projects, governance forums, and strategic initiatives.

Complaint & Escalation Management

• Ensure timely resolution of employee and customer escalations.

• Leverage trends and insights from escalations to improve processes, training, and service delivery.

Location: São Caetano do Sul/SP

Your skills and abilities (required qualifications):

• Bachelor’s degree: Human Resources, Business Administration, or a related field.

• Spanish/Portuguese: Native or Proficiency

• English: advanced proficiency (spoken and written)

• Experience leading LATAM People Services or HR Operations, with demonstrated understanding of regional HR processes, regulations, and customer expectations.

• Proven experience managing multi-channel operations (voice, e-mail, chat, and data-related processes) and associated KPIs.

• Experience working with diverse, multicultural teams in a multinational organization.

• Hands-on experience with HR systems and tools (for example, Workday, Service Now, Whatsapp Tolls and Tech background, case management tools, knowledge bases, telephony platforms, dashboards and reporting tools, employee portals)

• Experience documenting and maintaining SOPs, job aids, and training materials

• Ability to interpret and use data and dashboards to monitor performance, identify trends, and support decision making

• Availability to work in São Caetano do Sul

• Availability to provide support coverage during LATAM business hours.

#LI-AS

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need gm immigration sponsorship now or in the future.

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

The selected candidate will be required to travel <25% for this role.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

About GM Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Non-Discrimination and Equal Employment Opportunities General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.