People Services C2R Manager - Americas
Location: Bogotá, Colombia
- About the job
Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready? As People Services Manager within our Bogotá Hub, you'll lead the end-to-end resolution of employee inquiries and cases across the Americas region, driving service excellence and operational efficiency. This is a strategic leadership role where you'll manage a large, diverse team, leverage data analytics to drive insights, and ensure seamless HR service delivery aligned with Sanofi's values.
We are an innovative general healthcare company with one purpose: to chase the miracles of science to improve people's lives. We're also a company where you can flourish and grow your career, with countless opportunities to explore, make connections with people, and stretch the limits of what you thought was possible. Ready to get started?
Main responsibilities:
- Manage the full lifecycle of employee and manager inquiries, cases, and escalations from intake to resolution across the Americas region, ensuring alignment with defined SLAs and KPIs
- Lead, coach, and develop a large team of C2R generalists and team leads, fostering a culture of accountability, engagement, and continuous development
- Maintain and analyze performance dashboards to monitor case volumes, resolution rates, and customer satisfaction, presenting insights to senior leadership
- Identify and implement process improvements to enhance efficiency, quality, and employee experience while ensuring compliance with global standards and data privacy regulations
- Act as the primary escalation point for complex or sensitive cases, executing customer-centric service practices across all team interactions
- Coordinate with People Excellence, Centers of Excellence, and b
📌 People Services Manager (Bogotá)
🏢 Sanofi
📍 Bogotá