Remote HR Manager – VA Retention, Performance & Culture

About the role

As the Human Resources Manager at Valatam, you will lead a results‑driven HR function focused on reducing preventable turnover, addressing Virtual Assistant (VA) concerns, and improving the overall VA experience while supporting company objectives.

Key responsibilities

• Develop and execute strategies to improve VA retention, monitor KPIs and early warning signs, and reduce preventable turnover.
• Analyze resignations, client‑requested replacements, and turnover causes to identify improvement opportunities.
• Design and run satisfaction surveys, feedback mechanisms, and implement action plans for recurring concerns.
• Lead, coach, and manage the HR team through one‑on‑ones, performance reviews, and clear KPIs.
• Oversee VA performance concerns, client feedback, Performance Improvement Plans (PIPs) and ensure timely follow‑up.
• Ensure timely resolution of VA complaints, concerns, and requests.
• Prepare and present HR reports with actionable insights and develop HR strategies aligned with company objectives.
• Develop, update, and enforce HR policies, SOPs, procedures, and oversee disciplinary matters and compliance.
• Oversee VA onboarding, offboarding, HR records, and compensation & benefits administration.
• Lead VA engagement, recognition, culture, and volunteering initiatives.
• Optimize HR processes, tools, and workflows, identifying opportunities to standardize and automate.

Required profile

• Fluent in English (C1/C2) with 3‑5 years of HR, People Management or Employee Relations experience, including at least 2 years in a leadership role.
• Experience in Staffing, BPO or Outsourcing industry is preferred.
• Bachelor’s degree in Psychology, Human Resources, Business Administration or related field is preferred.
• Strong analytical skills to translate HR data into actionable retention and satisfaction initiatives.
• Proven ability to lead teams, establish KPIs, drive accountability and achieve measurable results.
• Experience managing employee satisfaction, retention, performance improvement plans and conflict resolution.

Required skills

• Analytical data interpretation
• Performance Improvement Plan (PIP) management
• HR policy development and compliance
• Employee engagement and culture initiatives

What we offer

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