Service Experience Business Partner

IntroductionWelcome to Gallagher - a global community of people who bring bold ideas, deep expertise, and a shared commitment to doing what’s right. We help clients navigate complexity with confidence by empowering businesses, communities, and individuals to thrive. At Gallagher, you’ll find more than a job; you’ll find a culture built on trust, driven by collaboration, and sustained by the belief that we’re better together. Whether you join us in a client-facing role or as part of our corporate team |our brokerage division, our benefits and HR consulting division, or our corporate team, you’ll have the opportunity to grow your career, make an impact, and be part of something bigger. Experience a workplace where you’re encouraged to be yourself, supported to succeed, and inspired to keep learning. That’s what it means to live The Gallagher Way. OverviewAbout Gallagher GCoE LatAm:  Gallagher GCoE LatAm is part of Gallagher’s global network of Centers of Excellence, designed to deliver scalable, high-quality, and cost-effective solutions. Guided by enterprise priorities and a commitment to long-term value creation, GCoE LatAm positions itself as a dynamic and future-ready partner for our businesses and our people. What makes us different is The Gallagher Way, our shared commitment to doing business the right way, supporting each other, and creating opportunities to learn and grow.Through strategic service planning and the power of global talent, we drive operational efficiency, innovation, and sustainable growth across the region while fostering a collaborative environment where every colleague is valued, respected, and encouraged to explore new ideas. At GCoE LatAm, you’ll find more than a place to work. You’ll discover a culture where curiosity is celebrated, career journeys are supported, and the impact of your contributions can be seen around the world. We are seeking a highly organized, strategic, and results-driven Service Experience Business Partner to lead and optimize service experiences within a dynamic and multicultural environment in the LatAm Gallagher Center of Excellence (GCoE).  This role is pivotal in driving service excellence, stakeholder management, talent development, and continuous service improvement. Acting as a strategic partner, the position focuses on promoting a positive experience for employees, candidates, and internal clients across the organization. How you'll make an impactOperational Leadership & GovernanceOversee the experience of both on-shore teams and employees with regards to their performance and development.Monitor adherence to SLAs, KPIs, and corporate timelines (e.g., merit cycles, annual reviews).Monitor service performance through dashboards and lead continuous improvement initiatives.Ensure structured follow-up and execution of strategic plans. Stakeholder & Service ManagementAct as the primary point of contact for internal clients and hiring managers.Coordinate and oversee onboarding processes, including logistics, access preparation, and ensuring the provision of laptops, accessories, and necessary tools/licenses tailored to each role in collaboration with hiring managers.Monitor and track the recruitment lifecycle, from vacancy requests to Talent Acquisition (TA) adherence to SLAs, and follow up with HR on offers, background checks, and the employee lifecycle.Supervise and ensure the implementation and follow-up of efficiency initiatives and service improvements.Collaborate with SMEs to resolve any issues and escalate when necessary. Financial Oversight & Strategic ReportingAnalyze and report on cost structures, savings, and budget forecasts (onshore/offshore).Ensure salary scales are aligned with market standards and cost controls.Support the development of business cases for shared service expansion across LatAm and globally. Talent & Experience ManagementPromote smart hiring practices focused on attitude, capability, and organizational fit.Ensure a positive experience for candidates and internal clients throughout the service lifecycle.Demonstrate leadership and influence across a matrixed, multicultural environment. About youBachelor’s degree in business administration, Industrial Engineer, Communications, Psychology, or related field5+ years of experience in shared services, operations, or service experience management.Proven experience in GBS/GCoE environments and multi-country operations.Ideal financial acumen and experience with cost reporting and forecasting.Ideal background in HR operations.Excellent communication, stakeholder management, and leadership skills.Fluent in English and Spanish.