Associate Manager – Process Lead HRSS

Company Description
Sutherland is a global leader in driving business and digital transformation, delivering exceptional experiences as one of the largest process transformation companies in the world. Our approach is to offer an integrated portfolio across artificial intelligence, intelligent automation, advanced analytics, and digital services to create innovative solutions tailored to the industries we serve, turning legacy environments into state-of- the-art business enablers. Our global operations are present in countries including Bulgaria, Canada, China, Colombia, Dubai, Egypt, India, Jamaica, the Kingdom of Saudi Arabia, Kosovo, Malaysia, Mexico, the Philippines, South Africa, the United Kingdom, and the United States. Sutherland Global Services is headquartered in Rochester, NY, USA. More information about the company can be found at

Job Description
We are seeking an experienced and bilingual
Associate Manager – HRSS (Spanish Speaking)
to lead end-to-end service delivery, team performance, quality governance, and stakeholder engagement across multiple HR Shared Services processes. This role will manage a team supporting Spanish-speaking employees and store locations in the United States while driving operational excellence, compliance, and continuous improvement initiatives.

The ideal candidate brings strong leadership capability, deep HRSS functional experience, expert bilingual communication skills, and the ability to influence cross-functional partners across geographies.

Key Responsibilities

• Operational Leadership & Governance
• Lead and manage day-to-day delivery of HRSS operations (HR Operations, Payroll Support, Talent, Compliance, or multi-tower).
• Own SLA/KPI achievement, queue management, workload distribution, and team performance.
• Ensure consistent adherence to process controls, SOPs, and global HRSS governance standards.
• Bilingual (Spanish + English) Employee & Manager Support
• Act as the senior escalation point for all Spanish-speaking employee and manager queries.
• Provide high-quality Spanish and English communication for case resolution, documentation, and stakeholder discussions.
• Bridge language gaps between US stakeholders and offshore delivery teams.
• Quality, Controls & Compliance
• Conduct quality reviews of team transactions to ensure accuracy and compliance with US regulations and internal policies.
• Perform root-cause analysis (RCA) and implement corrective/preventive actions to reduce recurring errors.
• Ensure audit readiness, documentation integrity, and compliance with service delivery policies.
• Stakeholder & Client Relationship Management
• Serve as the key operational contact for US HR, Store Operations, Talent, Payroll, Legal and Compliance partners.
• Participate in governance calls, business reviews, and escalated discussions requiring bilingual communication.
• Build trusted relationships with client stakeholders through transparency, ownership, and proactive communication.
• Team Leadership, Coaching & Capability Building
• Manage, mentor, and develop a high-performing team of HRSS Specialists and Senior Associates.
• Provide ongoing coaching, feedback, and performance evaluations.
• Drive a culture of accuracy, accountability, and service excellence.
• Transformation, Innovation & Process Improvement
• Identify process gaps, risk areas, and inefficiencies; propose and implement improvement initiatives.
• Drive automation, digitization, and knowledge management enhancements to strengthen delivery.
• Lead transitions, knowledge transfers (KT), and onboarding for new processes or expansions.
• Reporting & Insights
• Track and report on operational trends, quality metrics, and employee experience insights.
• Provide bilingual analytics summaries when required for US leadership and internal governance.

Qualifications
Experience

• 6–8 years of HR Shared Services / HR Operations experience with at least 2–3 years in a people manager or team lead role.
• Must have supported US HR processes in HR Operations, Talent, Payroll Support, or Compliance.
• Experience handling Spanish-speaking employee groups strongly preferred.

Language Requirements

• Native or near-native Spanish fluency (mandatory).
• Strong English verbal and written proficiency (mandatory).

Technical Skills

• Experience with Workday, ServiceNow, Kronos, ADP, or equivalent HRIS/case tools preferred.
• Strong Excel/reporting skills and the ability to interpret operational metrics.

Education

• Bachelor's degree in HR, Business Administration, Communications, or a related field.
• Master's degree preferred but not mandatory.

Additional Information
All your information will be kept confidential according to EEO guidelines.