Human Resources Manager - Performance & Culture (Fully Remote)

About the role

Valatam connects bilingual talent from Latin America with leading global companies and is certified as a Great Place to Work. This is an internal leadership role with hands-on responsibility for strategy and execution. As Human Resources Manager, you will build a results-driven HR function that reduces preventable turnover, proactively addresses Virtual Assistant concerns, manages client-reported performance issues and continuously improves the Virtual Assistant experience while keeping HR operations efficient.

Key responsibilities

• Develop and run strategies to improve VA retention, reduce preventable turnover and monitor retention KPIs and early warning signs
• Analyse resignations, client-requested replacements and turnover causes to find improvement opportunities
• Run satisfaction surveys and feedback mechanisms and act on recurring concerns
• Lead, coach and manage the HR team through one-on-ones, performance reviews and clear KPIs
• Oversee VA performance concerns and client feedback, including Performance Improvement Plans (PIPs) and timely follow-up
• Resolve VA complaints, concerns and requests promptly
• Prepare HR reports with actionable insights and develop HR strategies aligned with company objectives
• Develop, update and enforce HR policies, SOPs and procedures, and oversee disciplinary matters and compliance
• Oversee VA onboarding and offboarding, HR records and compensation and benefits administration
• Lead VA engagement, recognition, culture and volunteering initiatives
• Optimise HR processes, tools and workflows, standardising and automating where possible

Required profile

• Fluent English (C1/C2); only applications and resumes submitted entirely in English are considered
• 3-5 years of experience in HR, people management, employee relations or related fields, including at least 2 years in a leadership role
• Experience in staffing, BPO or outsourcing is preferred
• Bachelor's degree in Psychology, Human Resources, Business Administration or a related field is preferred

Required skills

• Strong analytical skills to turn HR data and trends into retention and satisfaction initiatives
• Ability to lead teams, set KPIs, drive accountability and deliver measurable results
• Managing employee satisfaction, retention, PIPs and conflict resolution
• Interpersonal, communication and stakeholder management skills
• Organisational, problem-solving, prioritisation and follow-through skills

What we offer

• Hourly rate equivalent to approximately USD 2,000 per month, based on experience
• Paid time off and performance bonuses
• Medical insurance stipend after meeting eligibility criteria
• Birthday and work-anniversary bonuses
• Gym and wellness allowance, unlimited online fitness classes
• Company events and Christmas celebrations
• Fully remote role with direct exposure to senior leadership