Global HR Operations Senior Specialist - Contingent Workforce

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Senior Specialist role in Global HR Operations, managing contingent workforce in Heredia, Costa Rica.

Lead regional Concierge operations ensuring quality, stakeholder coordination, and compliance.

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

BCG’s central Contingent Workforce team, branded as Contingent IQ, supports the engagement and onboarding of contingent workers and client-facing contractors across BCG. As part of the Concierge support model, the team partners closely with senior stakeholders, vendors, Procurement, Finance, and other internal teams to deliver a high-touch, compliant, and operationally effective onboarding experience.

The HR Operations Senior Specialist - Concierge Operations will be part of the regional structure for the front-facing Concierge team. This role is accountable for the day-to-day management of Concierge operations within the Americas region, including oversight of intake, stakeholder coordination, approvals follow-up, contracting coordination, vendor engagement, and handoff into downstream operational processes. The role will also act as a key escalation point for the back-office team and support region-specific CIQ operational questions, helping ensure consistent service delivery and strong operational alignment across the global model.

Key role & responsibilities

• Leading the day-to-day front-facing Concierge operations for an assigned region, with accountability for service quality, stakeholder experience, and case progression across that regional portfolio.
• Managing the stakeholder-facing Concierge process across intake, kickoff coordination, approvals follow-up, contracting coordination, vendor engagement, and lifecycle case progression.
• Acting as the primary regional point of accountability for Concierge operations within The Americas while working closely with peers to provide cross-regional coverage and continuity of service.
• Serving as an escalation point within the region for complex, sensitive, or high-priority cases arising from the front-facing Concierge team, back-office team, or local CIQ operational activity.
• Supporting the back-office team on escalations, exceptions, and region-specific questions that require judgment, stakeholder coordination, or local operational context.
• Providing guidance on local or regional CIQ operational questions and helping connect stakeholders and teams to the right process path or resolution approach.
• Partnering closely with internal stakeholders including senior business sponsors, MDPs, HR, Procurement, Finance, EP&P, Risk, and vendors to progress cases and resolve issues.
• Ensuring the team provides clear guidance to stakeholders on process requirements, documentation, approvals, timelines, and next steps.
• Driving strong case management discipline across regional mailboxes, intake channels, trackers, and team workflows.
• Monitoring service quality, responsiveness, and operational performance across the assigned region and identifying issues, risks, and improvement opportunities.
• Using operational judgment to resolve issues, remove blockers, and make informed decisions within established policies, guidelines, and precedents.
• Supporting the implementation of process updates and helping embed changes to governance, service delivery, and ways of working across the team.
• Contributing to the refinement of process documentation, operating procedures, templates, and service guidance materials, particularly where regional considerations or recurring escalations identify improvement needs.
• Partnering with leadership on regional workload management, prioritization, and coverage planning to ensure continuity across the global Concierge model.
• Supporting operational projects and value-added initiatives that enhance the Concierge model, regional service delivery, and stakeholder experience.

YOU'RE GOOD AT

• Work effectively within a global, cross-cultural, and virtual environment.
• Lead day-to-day operational activitya within a defined regional remit with a strong sense of ownership and accountability.
• Build credibility with a wide range of stakeholders, including senior stakeholders, through sound judgment and strong delivery.
• Communicate complex or sensitive information clearly, tactfully, and with appropriate stakeholder buy-in.
• Take a solution-oriented approach and resolve problems while navigating ambiguity, regional nuance, and competing priorities.
• Apply policies, guidelines, and precedent thoughtfully in both routine and non-routine situations.
• Drive a high standard of operational quality, responsiveness, and consistency across regional team outputs.
• Develop effective working relationships across functions and use those relationships to move work forward.
• Act as a trusted escalation point for operational issues requiring coordination, judgment, and stakeholder management.
• Identify process gaps and regional improvement opportunities and help embed changes successfully within the team.
• Balance stakeholder service, operational execution, escalation support, and regional team leadership in a fast-paced environment.

What You'll Bring

• A Graduate degree or equivalent.
• Significant experience in HR operations, contingent workforce operations, shared services, stakeholder operations, procurement coordination, or a related operational environment.
• Proven ability to manage complex operational workflows involving multiple stakeholders, regional variation, and multiple handoffs.
• Excellent written and spoken English communication skills.
• Strong stakeholder management skills, including experience working with senior internal stakeholders.
• Strong professional judgment, attention to detail, and ability to manage sensitive information.
• Proficiency in MS Office, especially Outlook, Excel, and PowerPoint.
• Experience working in a matrix organization is preferred.
• Demonstrated integrity, professionalism, and a strong service mindset.
• Desirable: Experience with contingent workforce processes, supplier onboarding, contractor lifecycle operations, shared mailboxes, service management, Coupa, Workday, Fieldglass, or related tools.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

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