.job descriptionyou will build and advance positive relationships across functional lines, which enable value creation.- you will develop strategy to continue the transformation journey, and / or define business priorities for operations.- you will lead teams to meet strategic objectives, develop individual team members, cultivate a healthy work environment.purposethe operations manager for the gbs ps shared service center in ramos, mexico is a crucial role in the gbs people services organization and has a substantial impact on our ability to delight our internal customers in the delivery of services.the operations manager has both operational and strategic responsibilities, in an effort to balance excellent service in the daily operations while continuing to transform the role the service centers play in the service delivery model and in growing the catalog of services to deliver more complex and value-added services.the operations manager partners with hr and key stakeholders across the enterprise to ensure excellent service daily, to identify new opportunities, and to continue to optimize the operations.position tasks and responsibilitieslead, co-lead, participate in transformation and migrations projects to continue to transform the service delivery model, expand the service catalog, leverage the service center and optimize the operations.responsible for the day-to-day management of the ramos shared services center team, which is the single point of contact for employees, managers, and hr business partners and former employees for inquiries, issue resolution, and transactional support needs related to general hr, benefits, payroll, etc.lead the service center team to meet or exceed customer expectations and operational metrics and targets.lead and foster a culture of customer-centricity, service excellence, operational excellence and continuous improvement.promote practices and policies that support a workplace of choice, prepare development plans for all team members, conduct performance reviews, provide coaching, identify training needs, and otherwise lead / participate in all hrm related activities and discussions as needed, locally, regionally and globally.develop positive cross-functional relationships between business units, the hr field, information technology, and other service functions to ensure service levels are effectively managed.partner with other teams to analyze trends in service, identify trigger events and design campaigns to anticipate employee needs and deflect volumes for the service center.knowledge, skills, experience, and competencies requiredextended experience working in a shared services / contact center environment managing teams and / or client projects.experience as an effective people leader of large and diverse teams.bachelor's in human resources, business administration or a related field.direct experience in customer service roles or supporting customer service roles that demonstrates a passion for service