Regional Service Delivery & Operations Lead – LatAm GCoE

Gallagher

  • Bogotá DC
  • Permanente
  • Tiempo completo
  • Hace 1 mes
Introduction:Bienvenido a Gallagher, líder mundial en seguros, gestión de riesgos y servicios de consultoría. Con un equipo en crecimiento de más de 50.000 profesionales en todo el mundo, empoderamos a empresas, comunidades e individuos para que prosperen. En Gallagher, puede desarrollar una carrera, ya sea en nuestra división de corretaje, nuestra división de consultoría de recursos humanos y beneficios o nuestro equipo corporativo. Experimente The Gallagher Way, una cultura impulsada por valores compartidos y una pasión colectiva por la excelencia. Únase a uno de nuestros equipos dinámicos, donde desempeñará un papel fundamental a la hora de dar forma al futuro de Gallagher y desbloquear oportunidades incomparables tanto para sus clientes como para usted.Creemos que cada candidato aporta algo especial, ¡incluido usted! Por lo tanto, incluso si siente que está cerca pero no es exactamente compatible, le recomendamos que presente su solicitud. Overview:Role Summary:We are seeking a highly organized, strategic, and results-driven Shared Model Operations Manager to lead the operational execution of cross-functional services within our LatAm Global Center of Excellence (GCoE). This role is pivotal in driving service excellence, operational consistency, and stakeholder satisfaction across multiple countries and business lines under a shared services model.The ideal candidate will act as a key liaison between global stakeholders and regional delivery teams, ensuring alignment with corporate schedules, cost structures, and performance metrics.This role requires a strong background in HR operations and project management, preferably with experience in Agile methodologies, and a deep understanding of shared services governance. How you'll make an impact:Key Responsibilities:
  • Operational Leadership & Governance
  • Oversee the delivery of shared services across LatAm, including HR, Finance, Procurement, and Marketing.
  • Ensure adherence to SLAs, KPIs, and corporate timelines (e.g., merit cycles, annual reviews).
  • Monitor service performance through dashboards and lead continuous improvement initiatives.
  • Stakeholder & Service Management
  • Act as the primary point of contact for internal clients and hiring managers in the U.S. and LatAm.
  • Facilitate onboarding processes and coordinate service transitions across countries.
  • Collaborate with SMEs to resolve service delivery issues and escalate when necessary.
  • Financial Oversight & Strategic Reporting
  • Analyze and report on cost structures, savings, and budget forecasts (onshore/offshore).
  • Ensure salary scales are aligned with market standards and cost controls.
  • Support the development of business cases for shared service expansion across LatAm and globally.
  • Project Management & Methodology
  • Apply Agile project management principles to drive operational efficiency.
  • Lead cross-functional initiatives to standardize processes and improve service maturity.
  • Ensure structured follow-up and execution of strategic plans.
  • Talent & Experience Management
  • Promote smart hiring practices focused on attitude, capability, and organizational fit.
  • Ensure a positive experience for candidates and internal clients throughout the service lifecycle.
  • Demonstrate leadership and influence across a matrixed, multicultural environment. About you:
Key Qualifications:
  • Bachelor’s degree in Business Administration, Finance, or related field.
  • 5+ years of experience in shared services, operations, or service delivery management.
  • Proven experience in GBS/GCoE environments and multi-country operations.
  • Strong financial acumen and experience with cost reporting and forecasting.
  • Background in HR operations and Agile project management (Scrum, Kanban preferred).
  • Proficiency in governance tools (e.g., Lean, Six Sigma, ServiceNow).
  • Excellent communication, stakeholder management, and leadership skills.
  • Fluent in English and Spanish.
  • MBA preferred.

Gallagher