Senior Manager, Colleague Experience (CLAR) – Senior Manager – HR Operations | São Paulo (SP)

Zoetis values and supports inclusion and is committed to equal employment opportunity.

Location: São Paulo, Brazil | Scope: Brazil and LATAM

JOB POSTING DESCRIPTION

Position Summary

The Senior Manager, Colleague Experience leads HR Operations and payroll service delivery across Brazil and LATAM, ensuring effective, compliant and consistent services while helping shape the future regional shared services model. The role balances day-to-day operational delivery with continuous improvement and transformation, strengthening current services while building a more standardized, scalable and technology-enabled operating model. This leader will drive the evolution from localized execution to end-to-end process design and standardization, improving colleague experience, controls and efficiency across the region. The role requires strong data and AI fluency to modernize service delivery, including AI-enabled self-service and agent-assist capabilities. Success depends on close collaboration with HR, Technology, Finance, Legal and payroll vendors, while maintaining business continuity and leading change at pace. The role is also responsible for building an engaged, inclusive and accountable regional team culture.

Key Responsibilities

- Lead HR Operations across Brazil and LATAM, ensuring effective, compliant and consistent service delivery.

- Oversee core colleague lifecycle processes, including hire-to-retire administration, benefits, time and attendance, HR data and reporting.

- Own end-to-end process delivery for priority colleague journeys, clarifying handoffs, controls and decision rights across countries and teams.

- Provide regional governance for payroll operations, including vendor management and SLA/KPI performance.

- Drive service excellence through standardization, simplification and process optimization, balancing regional standards with local legal requirements.

- Partner with Technology and Global HR Operations to expand automation, self-service, knowledge management and AI-enabled service delivery.

- Support the design and phased implementation of the future regional shared services model while protecting continuity and colleague experience.

- Lead change management through clear communication, training, readiness planning and stakeholder alignment.

- Ensure compliance with local employment and data privacy requirements, including LGPD, and strengthen audit readiness.

- Embed governance, data quality standards and process controls to improve risk management and reporting accuracy.

- Build, lead and develop a high-performing regional Colleague Experience team, including direct reports and dotted-line team members.

- Act as a strong collaborator across functions and countries, resolving priorities and trade-offs in a matrix and ensuring “one HR” service delivery outcomes.

Education and Experience

Bachelor’s degree required; advanced degree preferred. 10+ years of experience in HR Operations, HR Service Delivery or Shared Services in a multinational environment. Strong Brazil HR Operations knowledge supported by broader LATAM experience. Experience leading multi-country HR Operations and teams. Strong payroll governance, vendor management and SLA/KPI experience. Proven transformation experience moving from localized HR operations to end-to-end process design and regional standardization is preferred. Demonstrated people leadership experience and a track record of leading change through ambiguity.

Skills and Behaviors

·       Strong stakeholder management and ability to influence in a complex matrix, including senior leadership.

Continuous improvement mindset with a track record of transforming HR service delivery while sustaining operations.

·       Strong communication, change leadership and resilience

·       Data-driven approach (service metrics, root-cause analysis, KPIs).

·       HR technology fluency; Workday preferred; ServiceNow advantageous.

·       Digital and AI fluency: understands how automation, knowledge, and AI assistants improve resolution, speed, and experience; ensuring appropriate governance and risk controls.

·       High attention to detail, sound judgment and disciplined risk management.

Languages: Portuguese and English required; Spanish preferred.

Work Environment

Hybrid work model in São Paulo, with a minimum of 50% office presence. Willingness and ability to travel regionally and occasionally globally.

Full time

Regular

Colleague

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