People Operations Global Lead/Manager

Job description

PIMCO is a global leader in active fixed income with deep expertise across public and private markets. We invest our clients’ capital across a range of fixed income and credit opportunities, leveraging our decades of experience navigating complex debt markets. Our flexible capital base and deep relationships with issuers have helped us become one of the world’s largest providers of traditional and nontraditional solutions for companies that need financing and investors who seek strong risk-adjusted returns. Since 1971, our people have shaped our organization through a high-performance inclusive culture, in which we celebrate diverse thinking. We invest in our people and strive to imprint our CORE values of Collaboration, Openness, Responsibility and Excellence. We believe each of us is here to help others succeed and this has led to PIMCO being recognized as an innovator, industry thought leader and trusted advisor to our clients. Role Overview We are seeking an experienced, hands-on, and operationally strong People Operations (POPs) leader to serve as the People Operations Global Lead / Manager, with direct accountability for running day-to-day HR Service Delivery across the Americas and leading the global alignment of service delivery standards across regions. This role is the front door to People Operations for the Americas and is accountable for ensuring HR services are delivered with consistency, accuracy, responsiveness, and a strong employee experience. The role will oversee core operations, employee lifecycle execution, case and knowledge management, HR client requests, HR communications, regional programs, service performance, and escalation management. In addition to leading Americas operations, this role will serve as the global owner for service delivery standards, operating discipline, and regional alignment, partnering closely with EMEA and APAC People Operations Regional Leads to ensure global consistency while enabling appropriate localization for regional, cultural, and regulatory requirements. This position operates with a clear dual mandate: Americas operational leadership: Own and run day-to-day HR operations, core programs, service delivery performance, and team execution across the Americas. Global service delivery leadership: Establish and drive global standards, governance, consistency, and continuous improvement across regional People Operations teams. The ideal candidate is both strategic and deeply operational and someone who can manage the daily run of the function, lead a team, resolve escalations, improve processes, and partner globally to build a more consistent, scalable, and digitally enabled People Operations model. Role Scope Global Leadership (Standards, Governance & Regional Alignment) Own and drive global HR service delivery standards, operating principles, and governance expectations across regions. Partner closely with EMEA and APAC POPs Regional Leads to align service delivery priorities, share best practices, address regional inconsistencies, and improve global delivery maturity. Ensure global processes are consistently executed while allowing appropriate localization for regional, regulatory, and cultural requirements. Lead cross-regional alignment on service delivery model evolution, case management practices, knowledge standards, employee lifecycle operations, and continuous improvement priorities. Contribute to the evolution of a modern, scalable, and increasingly digital / AI-enabled People Operations service model. Americas Leadership (Operations, Execution & Service Delivery) Lead HR Service Delivery for the Americas with accountability for core operations, service quality, employee experience, and delivery outcomes. Own day-to-day operations, including case management, employee lifecycle processes, onboarding, offboarding, mobility, transfers, HR client requests, HR communications, knowledge management, and regional programs. Serve as the primary escalation point for complex operational issues, employee experience concerns, process breakdowns, service risks, and sensitive cases. Lead and develop the Americas People Operations / HR Service Delivery team, ensuring clear roles, accountability, service expectations, and execution discipline. Ensure regional execution aligns with global standards while adapting appropriately to Americas business, regulatory, and operational needs. Key Responsibilities Global Standards, Alignment & Regional Partnership Establish and drive global service delivery standards, governance expectations, and operating norms across regional People Operations teams. Partner closely with EMEA and APAC POPs Regional Leads to ensure consistent execution of global processes, case practices, knowledge standards, and service expectations. Identify regional differences, gaps, or inconsistencies and partner with regional leads to determine where localization is required versus where global standardization should apply. Lead cross-regional forums or working sessions to align priorities, share insights, resolve operating model issues, and mature the global service delivery model. Share best practices and lessons learned across regions to improve global service delivery performance. Americas HR Service Delivery Leadership Own and lead HR Service Delivery across the Americas, ensuring consistent, high-quality execution of HR operations and global processes at scale. Serve as the regional leader for Service Delivery & Employee Experience, accountable for operational performance, service quality, employee experience, and delivery outcomes. Lead the daily operating rhythm for the Americas team, including workload management, prioritization, escalations, service risks, and issue resolution. Drive alignment between global standards and regional execution, ensuring consistency without compromising local regulatory or business requirements. Day-to-Day Operations & Core Program Ownership Own the delivery and performance of core HR service delivery programs, including: Case Management through ServiceNow or equivalent platform Knowledge Management and self-service enablement HR Client Requests / Inquiry Management HR Communications delivery and coordination Employee lifecycle operations including onboarding, offboarding, mobility, transfers, and employee changes Regional HR programs and compliance-related activities Ensure programs are executed with operational rigor, consistency, accuracy, and efficiency. Monitor quality and timeliness of work across the team, ensuring follow-through, SLA adherence, and issue resolution. Drive simplification and scalability of core programs to support a high-volume, global service delivery model. Employee Experience & Lifecycle Delivery Own the delivery of a seamless, end-to-end employee experience across key lifecycle moments, including onboarding, transfers, mobility, offboarding, and other employee changes. Identify employee and manager friction points and lead improvements to reduce complexity, improve clarity, and strengthen the overall service experience. Partner with People Operations Leads, HRBPs, and SMEs to ensure delivery aligns with business priorities, talent strategies, policy requirements, and employee needs. Ensure employee-facing services are delivered with empathy, consistency, accuracy, and responsiveness. Operational Excellence & Performance Management Define, track, and continuously improve service delivery metrics, including case volume, resolution time, SLA performance, CSAT, backlog, self-service adoption, and service quality. Use data and insights to identify trends, root causes, service gaps, and opportunities to improve performance. Drive standardization, process discipline, and reduction of manual work across service delivery. Partner with People Operations Leads, SMEs, Technology, and enabling teams to improve workflows, scale operations, and embed automation where appropriate. HR Systems, Case Management & Knowledge Platform Adoption Drive disciplined use and adoption of HR systems, including Workday, ServiceNow, and other HR service delivery tools. Own the effectiveness of case management and knowledge management practices, ensuring quality, usability, consistency, and timely updates. Reinforce strong data integrity, documentation, routing, escalation, and closure practices across the team. Partner with Technology to enhance workflow automation, self-service capability, reporting, and employee experience through digital channels. Governance, Compliance & Audit Readiness Ensure HR service delivery operates in alignment with policies, controls, data privacy expectations, and regional regulatory requirements. Establish and maintain audit-ready processes, documentation, case records, knowledge content, and data quality standards. Partner with Risk, Legal, Compliance, and Audit stakeholders to support audit readiness, issue resolution, and continuous control improvement. Ensure regional execution remains consistent with global standards while meeting local legal and regulatory requirements. Change Management & Communications Lead communication and enablement for changes to core operations, service delivery processes, tools, or programs. Ensure changes are clearly cascaded to the Americas team and, where relevant, coordinated with EMEA and APAC Regional Leads. Drive adoption and behavior change for new processes, service standards, systems, and ways of working. Ensure clear, consistent, and employee-centric messaging across service delivery channels. Continuous Improvement & Service Model Evolution Identify and prioritize opportunities to improve efficiency, scalability, quality, and employee experience. Lead or participate in initiatives that drive automation, standardization, process simplification, and service model maturity. Partner globally to evolve People Operations toward a more consistent, modern, digitally enabled, and scalable operating model. Balance operational stability with transformation, ensuring that improvements are practical, adopted, and sustainable. Required Experience & Capabilities Proven experience leading regional or global HR operations, HR service delivery, shared services, or People Operations teams, with accountability for day-to-day execution and service outcomes. Strong experience owning high-volume HR operations and core programs, including case management, employee lifecycle processes, onboarding, offboarding, HR communications, knowledge management, and service delivery performance. Demonstrated ability to operate within a global model, balancing global standards and governance with regional execution and localization. Experience leading and developing teams, setting expectations, managing workload, resolving escalations, and building operational discipline. Strong understanding of HR systems and service delivery platforms, including Workday, ServiceNow, case management tools, and knowledge management platforms. Track record of driving process simplification, service quality improvements, automation, and operational scalability. Strong understanding of governance, compliance, controls, data accuracy, confidentiality, and audit readiness. Ability to leverage data, KPIs, SLAs, dashboards, and service metrics to drive decisions, improve performance, and identify root causes. Proven ability to partner across HR, Technology, Legal, Risk, Compliance, and regional stakeholders to align priorities and drive outcomes. Strong judgment, attention to detail, escalation management, and ability to operate effectively in sensitive or complex situations. Experience managing vendor, outsourced, or offshore delivery relationships preferred. Qualifications Experience 7–10+ years of experience in HR operations, HR service delivery, shared services, or People Operations. Experience leading regional or global HR service delivery teams. Proven ability to balance operational execution with continuous improvement, transformation, and change. Education & Certifications Bachelor’s degree in Human Resources, Business Administration, or related field. SHRM-SCP, SPHR, Project Management, or Lean Six Sigma certification preferred. Technical Skills Strong experience with Workday and ServiceNow. Experience with case management, knowledge platforms, service delivery tools, and operational reporting. Experience using service metrics, dashboards, and reporting to manage performance and drive improve PIMCO follows a total compensation approach when rewarding employees which includes a base salary and a discretionary bonus. Base salary is the fixed component of compensation that is determined by core job responsibilities, relevant experience, internal level, and market factors. The discretionary bonus is used to award performance and therefore is determined by company, business, team, and individual performance. Salary Range: $ 112,500.00 - $ 135,000.00 Equal Employment Opportunity and Affirmative Action Statement PIMCO recruits and hires qualified candidates without regard to race, national origin, ancestry, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender (including gender identity and expression), age, military or veteran status, disability (physical or mental), any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other basis such as medical condition, or marital status under applicable laws. Applicants with Disabilities PIMCO is an Equal Employment Opportunity/Affirmative Action employer. 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