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 global 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 business leaders across the Americas to ensure seamless service delivery and stakeholder satisfaction

• Drive workforce planning, including hiring, onboarding, succession planning, and talent development initiatives within the team

About you

• Experience: Progressive experience in customer service, case management, or customer resolution in a managerial capacity, ideally within HR operations across the Americas region. Experience in Global Business Services (GBS) or Shared Services Center (SSC) environments. Proven track record owning end-to-end case resolution processes within defined SLAs.

• Languages: Advanced English (C1 - mandatory), Native/Advanced Spanish, and Portuguese (preferred)

• Technical skills: Proficiency in data analytics and visualization tools (Power BI, Tableau, Excel Advanced), HR systems (SAP SuccessFactors, Workday HCM), and case management platforms (ServiceNow)

• Leadership: Proven ability to lead and develop large, diverse teams across multiple time zones, managing performance, engagement, and retention.

• Analytical mindset: Strong data analytics capabilities with the ability to identify trends, root causes, and opportunities for service improvement

• Strategic thinking: Ability to balance day-to-day operational demands with long-term service evolution and capability building

• Background: Experience in pharmaceutical, life sciences, healthcare, or similarly regulated industries with exposure to compliance-driven HR environments

Why choose us?

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• You’ll be part of leading the first experiences a job seeker has with Sanofi and ensuring it is best-in-class and driving conversions.

• You’ll be part of a truly diverse cross-cultural team and can have real business impact.

• Flexible working policies, including up to 50% remote work.

• Private medical care, life and health insurance, and gender-neutral paid parental leave

• Colombia is one of Sanofi’s key locations for new talents, having a big footprint with the Bogota HUB and its best-in-class operation.

• Mexico and Argentina Play an instrumental part in creating best practice and innovation within our 3 vaccines production plants.

Pursue Progress. Discover Extraordinary.

Progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. You can be one of those people. Chasing change, embracing new ideas and exploring all the opportunities we have to offer. Let’s pursue progress. And let’s discover extraordinary together.

At Sanofi, we provide equal opportunities to all regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!

#LI-LAT

#LI-Hybrid

Pursue progress, discover extraordinary

Better is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people – people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.

At Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.

Watch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!