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Assistant Manager Human Resources

hace 2 semanas

Bogotá, Bogotá D.E., Colombia IGT Solutions A tiempo completo

Job Description – Assistant Manager Human Resources (AM HR)

Company:
IGT Solutions

Department:
Human Resources

Location:
Colombia

Role Purpose

The Assistant Manager – Human Resources is responsible for coordinating, standardizing and executing key HR administrative, disciplinary and employee relations processes, ensuring compliance with internal policies, labor regulations and operational requirements. This role acts as a strategic partner for Operations and HRBPs, focusing on employee experience, risk mitigation, retention and internal client satisfaction within a BPO environment.

Key Responsibilities / Core Functions

  • Standardize and oversee processes related to
    document management and disciplinary communications
    .
  • Review and validate
    Code of Conduct (CoC), Separation Forms (SF) and OPS
    , and report outcomes to TAG for rehire eligibility.
  • Manage
    legal documentation and special requirements
    , including
    Derechos de Petición
    .
  • Develop and execute
    action plans to reduce attrition (ATT)
    in coordination with OPS and Training teams.
  • Design and deliver
    HR trainings and onboarding sessions
    for TLs, AMs, OMs, Sr. OMs and promoted ACPs.
  • Develop, manage and ensure accuracy of HR processes in
    ORACLE
    , including attendance control, absences, leaves and related records.
  • Support and manage
    fraud cases
    , including drafting Investigation Reports (IR), designing Action Plans (AH) and aligning Notices of Decision (NODs).
  • Lead and coordinate
    internal and external audits
    , ensuring compliance and proper documentation.
  • Analyze employee cases and ensure
    CoC congruency
    and fair application of policies.
  • Coordinate, support, align and control
    HRBP activities
    , ensuring consistency across accounts.
  • Conduct
    Administrative Hearings, administrative processes and Focus Group Discussions (FGDs)
    .
  • Lead
    1:1 processes and retention plans
    for critical cases and high-risk attrition profiles.
  • Review and
    approve terminations
    , ensuring legal and procedural compliance.

Required Competencies

  • Strong
    attention to detail
    and structured thinking
  • Practical, solution-oriented approach
  • High
    resilience
    and
    frustration tolerance
  • Proficiency in
    MS Office
  • Strong
    interpersonal and communication skills
  • Team coordination and leadership
    capabilities
  • Strong
    internal client focus
    and stakeholder management
  • English communicational skills: B2 level.

Experience Requirements

  • Minimum
    3 years of experience in coordinating roles
    within HR areas in the
    BPO sector
  • Minimum
    5 years of general experience in Human Resources management
  • Proven experience managing and leading:
  • Disciplinary processes
  • Focus Group Discussions (FGDs)
  • Early Warning Systems (EWS)
  • Onboarding and training processes
  • HR reporting and analysis

Education

  • Bachelor's degree in psychology
    , Business Administration, Industrial Engineering
    , or related administrative fields
  • Specialization in Human Resources Management
    is preferred

Key Stakeholders

  • Operations Leadership (TLs, AMs, OMs, Sr. OMs)
  • HR Business Partners
  • Talent Acquisition Group (TAG)
  • Training and Quality Teams
  • Legal and Compliance

About IGT Solutions

IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.

Established in 1998, with 100% focused on the Travel industry, we have more than 70 marquee customers globally. IGT serves 4 in top 5 Airlines, 4 out of Top 5 Travel Companies, 4 out of Top 5 Hospitality companies. We provide digital contact center services, travel technology and innovative digital services and solutions for 100+ travel processes including Reservations and Sales, Customer Service, IROPS Management, Baggage Helpdesk, Crew Helpdesk, Chatbots, Robotic Process Automation, Travel Analytics and Social Media Services.

IGT employs more than 11'000 travel experts globally with 100% focus on travel domain, providing services to Airlines, Travel Management Companies, Online Travel Agencies, Travel Technology Companies, Hotels, Railways, Airports, Cruises, Car Rental and Logistics. IGT is ISO 27001:2013, CMMI SVC Level 5 and ISAE-3402 compliant for IT, and COPC Certified v6.0, ISO 27001:2013 and PCI DSS 3.2 certified for BPO processes. The organization follows Six Sigma rigor for process improvements.

  • IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.