**Introduction** Bienvenido a Gallagher, líder mundial en seguros, gestión de riesgos y servicios de consultoría. Con un equipo en crecimiento de más de 50.000 profesionales en todo el mundo, empoderamos a empresas, comunidades e individuos para que prosperen. En Gallagher, puede desarrollar una carrera, ya sea en nuestra división de corretaje, nuestra división de consultoría de recursos humanos y beneficios o nuestro equipo corporativo. Experimente The Gallagher Way, una cultura impulsada por valores compartidos y una pasión colectiva por la excelencia. Únase a uno de nuestros equipos dinámicos, donde desempeñará un papel fundamental a la hora de dar forma al futuro de Gallagher y desbloquear oportunidades incomparables tanto para sus clientes como para usted. **Overview** Role Summary: We are seeking a highly organized, strategic, and results-driven Shared Model Operations Manager to lead the operational execution of cross-functional services within our LatAm Global Center of Excellence (GCoE). This role is pivotal in driving service excellence, operational consistency, and stakeholder satisfaction across multiple countries and business lines under a shared services model. This role requires a strong background in HR operations and project management, preferably with experience in Agile methodologies, and a deep understanding of shared services governance. **How you'll make an impact** Key Responsibilities: - Operational Leadership & Governance - Oversee the delivery of shared services across LatAm, including HR, Finance, Procurement, and Marketing. - Ensure adherence to SLAs, KPIs, and corporate timelines (e.g., merit cycles, annual reviews). - Monitor service performance through dashboards and lead continuous improvement initiatives. - Stakeholder & Service Management - Act as the primary point of contact for internal clients and hiring managers in the U.S. and LatAm. - Facilitate onboarding processes and coordinate service transitions across countries. - Collaborate with SMEs to resolve service delivery issues and escalate when necessary. - Financial Oversight & Strategic Reporting - Analyze 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. - Project Management & Methodology - Lead cross-functional initiatives to standardize processes and improve service maturity. - Ensure structured follow-up and execution of strategic plans. - Talent & Experience Management - Promote smart hiring practices focused on attitude, capability, and organizational fit. - Demonstrate leadership and influence across a matrixed, multicultural environment. **About you** Key Qualifications: - Bachelor’s degree in Business Administration, Finance, or related field. - 5+ years of experience in shared services, operations, or service delivery management. - Proven experience in GBS/GCoE environments and multi-country operations. - Strong financial acumen and experience with cost reporting and forecasting. - Background in HR operations and Agile project management (Scrum, Kanban preferred). - Proficiency in governance tools (e.g., Lean, Six Sigma, ServiceNow). - Excellent communication, stakeholder management, and leadership skills. - Fluent in English and Spanish. - MBA preferred.