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Vice President, Human Resources

Req ID#:  88227

Pompano Beach, FL, US, 33069 Miami, FL, US, 33131

Vice President, Human Resources

Human Resources

 

Sitel is seeking a Vice President, Human Resources with BPO experience to join our fast-paced, dynamic, and team-focused Global organization.  This role partners with the Regional CEO and leadership team to develop and deploy human capital strategy for the region. 

This individual will partner with business operations and global HR leaders to develop and implement strategies and plans to enhance the employee experience.  Works closely with all levels of leadership and employees to ensure a complete understanding of HR strategy, programs, and policies to assure that growth, successful change management, and people-related issues and objectives are anticipated and managed effectively and consistently throughout region.  Leads and directs the administration of human resources policies and programs in accordance with specific labor laws for a large number of diverse countries in an assigned region.  Implements and administers HR strategy and goals consistent with the goals and objectives of the regional business plan and in alignment with regional, country and site business needs.  Partners with other global HR leaders to implement policies and programs covering recruitment, orientation and induction, rewards and recognition, associate relations, compliance, HR training, benefits and compensation, and talent management and succession planning and development.  Responsible for attraction, hiring, development and retention of a HR management team of a multi-cultural, highly talented team focused on driving customer service, compliance, and performance delivery. 

Sitel is a leading global outsourcing provider of customer experience management. We collaborate with some of the best-known global brands to harness the industry’s digital transformation and help consistently deliver outstanding customer experiences. With more than 30 years of industry-leading experience, our 75,000 passionate and talented associates support more than 400 clients in 48 languages from 150 offices strategically located in 24 countries.

Guided by our values, we encourage our people to Be Bold, Work Together, Build Trust and Wow Customers. Within the customer experience management industry, we believe innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our clients achieve their goals. Together, we are redefining the way brands connect with their customers – one experience at a time.

Responsibilities:

 
Strategic Development:  
  • Develops and implements positive and effective human resources practices serving as a key business partner to regional executive leadership.
  • Guides site HR teams through execution of associate relations policies, programs, and practices necessary to achieve desired retention goals, to establish a positive employer-associate relationship and promote a high level of associate morale and employee development. 
  • Develops strategies to improve associate attraction and retention.   Development talent management, employee engagement, professional development, rewards and talent acquisition strategies.

Compliance, HR Team and EMEA Associate Relations:

  • Implements associate relations policies and processes for the region, focusing on creating a positive forum for all associates.
  • Ensures compliance with HR policies and processes and governing bodies.  
  • Completes audits on various HR practices to ensure sites are following all applicable governing entities defined processes and procedures.  
  • Provides advice and counsel to Leadership staff on HR matters.
  • Leads, guides, manages, coaches, and develops regional and site HR staff.
 
Implementation of Policies and Programs:
  • Assists in the development and implementation of management training programs.  Selects appropriate delivery methods.  Continually reviews and evaluates effectiveness of HR training programs. 
  • Assists with administration of compensation programs, including performance and salary review programs, reviewing changes in wages and salaries for conformance to policy. 
  • Conducts HR related training sessions for management and 1-1’s as needed.
  • Assists in the development of associate related policies and benefits, and coordinates their distribution, implementation and management.
  • Drives accountability and ensures all HR administrative functions for the region are completed in a timely, accurate and compliant fashion.

Reporting and Analysis:

  • Creates, analyzes and presents associate related reports to corporate leadership team that deliver logical and actionable information.
  • Prepares and analyzes the region’s HR budget, which includes oversight for the Regional HR budgeting process.

 

Experience/ Knowledge/Abilities:

  • 10-15 years of progressive Human Resources experience, with 5-7 years’ experience working in a Senior Manager/functional leader role.
  • Extensive knowledge and experience in associate relations, problem and conflict resolution, and recruiting/staffing all levels of employees. 
  • Ability to build strong relationships with senior stakeholders in multiple countries.
  • Business savvy with ability to develop and maintain long-term success as a business partner with Senior Leadership and Global HR teams in a fast paced, highly diverse, customer focused environment. 
  • Strong verbal and written communications skills, presentation skills, facilitation skills and negotiation skills.  
  • Efficient time management, planning, and organizational skills including demonstrated ability to prioritize multiple projects/tasks.
  • Experience demonstrating extensive knowledge and application of current employment laws for multiple countries. 
  • Extensive knowledge of general labor policies and practices and ability to work successfully with Work Councils and Labor Unions (if needed).
  • Ability to build successful, influential, highly-interactive teams. 
  • Excellent management skills with ability to lead and develop others.
  • Demonstrated ability to lead positive change. 
  • Ability to serve as an associate advocate while balancing the needs of the clients and the company. 
  • Ability to develop strategic action plans. 
  • Proven ability to influence others. 
  • Demonstrated ability to adapt practices and techniques to changing priorities and issues and drive proactive, effective change leadership.   
  • Excellent problem solving/consulting skills. 
  • Results oriented with strong customer service skills. 
  • Experience in Global Business Process Outsourcing/Customer Contact Centers or related industry, preferred.
  • Experience of supporting/leading an HR team in LATAM, preferred.
  • Effective PC skills with demonstrated ability to use a variety of software packages including Word, Excel, Access, PowerPoint and Outlook with the ability to assimilate data, analyze results, and deliver presentations.  

Education and Certifications:

  • Four-year college degree in Human Resources or Business or equivalent experience and education in Human Resources management.
  • Master’s Degree, preferred.
  • Professional Human Resources training/certification and continuing HR/Legal education as available.

Travel:

  • Domestic and international travel required using various modes of transportation – approximately 30 - 40%. 
  • Ability to maintain a flexible schedule with varying lengths of stay for business travel.

Other:

  • Must be fluent in English. Spanish is helpful, but not required.

 

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Vice President, Human Resources


Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami

Job Segment: Consulting, Executive, HR, VP, BPO, Technology, Human Resources, Management, Operations

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