Global HR Service Desk Team Manager

You may know McCormick as a leader in herbs, spices, seasonings, and condiments – and we’re only getting started. At McCormick, we’re always looking for new people to bring their unique flavor to our team.

McCormick employees – all 14,000 of us across the world – are what makes this company a great place to work.

We are looking to hire a Global HR Service Desk Manager in a Hybrid (60/40) capacity for our site in Mexico City. This is 3 days in the office and 2 days remote.

Please submit your CV in English.

What We Bring To The Table:

The best people deserve the best rewards. In addition to the benefits, you’d expect from a global leader (health insurance, paid time off, etc.) we also offer:

• Competitive compensation
• Career growth opportunities
• Flexibility and Support for Diverse Life Stages and Choices
• We prioritize our communities and the planet we share
• Wellbeing programs including Physical, Mental and Financial wellness

Position Overview:

The Global Solution Center Service Desk Team Manager is responsible for delivering best-in-class H2R solutions for Tier 1 employee queries of designated scope of global processes, ensuring alignment with corporate guidelines, HR policies, and local regulations. This role drives operational excellence by meeting performance targets and fostering innovation through process improvements, AI, and automation solutions.

The Manager provides inspirational leadership to a multicultural team, promoting collaboration and inclusivity while optimizing resources and maintaining high-performance standards. The role emphasizes the successful implementation and stabilization of a follow-the-sun model for the global Solution Center, while continuing to build strong partnerships with HR stakeholders and serving as the primary escalation point for complex issues.

Key Responsibilities:

1. HR Service Delivery

a) Delivers best-in-class H2R solutions for Tier 1 employee queries of designated scope of global processes, driving operational performance while ensuring an exceptional, high-quality, and consistently reliable employee experience. Ensures the high performance of the team within established KPI targets, following the Joint Accountability Agreement and cascaded goals.

b) Leads the successful implementation and stabilization of a follow-the-sun model for the global Solution Center, ensuring a consistent and exceptional employee experience. Ensures the processes are properly documented and designed in alignment with global HR policies, corporate guidelines, and local regulations, including adherence to relevant SOX controls.

c) Drives continuous improvement initiatives within the Team to enhance service delivery and align processes with the global model. Identifies opportunities for innovation, including leveraging AI and automation to improve efficiency. Manages Solution Owners and collaborates with cross-functional teams to streamline the processes in-scope and implement technology-driven solutions.

d) Leads HR transitions and projects, balancing core work with geographic expansion or new service implementation, all in alignment with the company’s governance framework.

2. Team Leadership and Development

a) Manages and develops the HR Operations team, fostering global collaboration and a high-performance culture. Establishes clear targets and objectives for Team Leads and Solution Owners, ensuring team accountability and delivery.

b) Provides inspirational and effective leadership, direction, and support to a multicultural team, embedding diversity, equity, and inclusion as core values.

c) Oversees team capacity, ensuring resources are optimized to maintain high-level performance and deliver consistent, reliable, and engaging services.

d) Ensures team members receive appropriate training, coaching, and mentoring to keep their technical and operational skills up-to-date.

3. Stakeholder Management and Collaboration

a) Builds strong partnerships with HR stakeholders and collaborates closely to adapt global strategies to local needs while maintaining consistency. Actively educates HR partners and COE representatives on processes within scope, clarifying responsibilities as outlined in the Joint Accountability Agreement.

b) Serves as the escalation point for complex or unresolved global HR operational issues, reporting to the Global Delivery Solution Center Director when necessary. Manages the team to ensure root cause analysis (RCA) is conducted and escalation details are logged appropriately.

c) Represents HR operations in cross-functional projects and global initiatives. Partners with functional teams to implement and maintain HR technology solutions that support global operations, driving user adoption and providing ongoing support for HR tools and systems.

d) Partners closely with H2R peers to ensure aligned decisions for optimizing process delivery.

Act as a local lead for the employees without direct supervisor in the same location.

Required Qualifications:

• Bachelors’ Degree in Human Resources, Psychology, Business Administration or a related field.
• Master’s degree, preferred.
• 5+ years of experience in managing and delivering H2R solutions in SSC or BPO model, within a regional or global scope, in a multinational environment.
• 3+ years of experience in managing multicultural team and leading teams to success in diverse and dynamic environments.
• Proven experience in driving operational performance and delivering high-quality HR services while adhering to established KPIs and governance frameworks (e.g., SOX controls).
• Proven track record in managing and optimizing global processes, conducting audits, and implementing continuous improvement initiatives.
• Experience in managing HR transitions or projects, and new service implementations.
• Experience in cross-functional collaboration and stakeholder management, including representing HR operations in global initiatives and resolving complex HR operational issues.
• Experience with Ticketing tool, required.
• Phone Support, translation technology or any service support tools, preferred.
• Strong leadership skills with the ability to manage, develop, and motivate a diverse, virtual and multicultural team.
• Proven ability to set clear objectives, provide direction, and foster a high-performance culture.
• Effective communication skills, including the ability to collaborate with cross-functional teams in a global environment.
• Strong stakeholder management skills, with the ability to manage relationships and expectations with HR partners and senior leadership.
• Strong commitment to diversity, equity, and inclusion, embedding these principles within the team and organization.
• Understanding of delivery role in the shared services functions.
• Understanding of self-service systems, HR and call center technology.
• Strong analytical and problem-solving skills with an ability to drive innovation and continuous process improvements, including leveraging automation and AI technologies.
• Strong cultural awareness and the ability to work effectively in a global, multicultural environment.
• Project, transitions and change management skills.
• Technical proficiency in HR systems and tools (e.g. Success Factors), desirable.
• Experience with data analysis tools (e.g., Power BI, Tableau) will be an asset.
• Other than EN languages will be an asset.
• Fluent English (at least C1) (spoken & written).

As an Equal Opportunities employer, McCormick is committed to an inclusive workforce.