Performance and Workforce Strategy Manager - Mexico (Remote)

The Performance Manager plays a pivotal role in driving operational excellence across Wilson. This
position ensures that people, processes, and performance are aligned to achieve strategic business
outcomes — balancing workforce optimization, compliance, and continuous improvement.
Sitting at the intersection of data, delivery, sourcing, and operations, this role focuses on four key
pillars:

• Performance Management Sourcing Effectiveness : Defining, monitoring, and supporting delivery to help optimize KPIs, SLAs, and sourcing effectiveness (ROI) to drive delivery outcomes.
• Resource Management: Ensuring the optimal allocation and utilization of people and capacity to meet business demands efficiently.
• Compliance & Governance: Supporting delivery to drive process adherence, contractual compliance, and governance frameworks across operations .
• Process Excellence: Leading continuous improvement and performance enhancement initiative to deliver scalable, sustainable outcomes.

PRIMARY DUTIES & RESPONSIBILITIES
Performance Management, Analytics & Sourcing Enablement

• Analyze performance metrics to help delivery teams meet SLAs, KPIs, and contractual targets .
• Lead continuous improvement and performance enhancement initiatives , identifying gaps,
• root causes, and performance trends through data -driven analysis.
• Partner with sourcing and delivery teams to measure sourcing channel effectiveness , time-to fill,
• fulfillment rates, and talent pipeline health.
• Drive sourcing enablement initiatives, ensuring sourcing teams have the insights, tools, and data needed to perform efficiently and meet performance benchmarks.
• Collaborate with stakeholders to align sourcing performance goals with business demand and client expectations.
• Develop and maintain dashboards and reports in tools such as Workday, Power BI, and Achieve to track performance, utilization, and sourcing productivity.
• Deliver actionable insights and recommendations to leadership to improve productivity, quality, and client satisfaction.
• Support the definition and monitoring of team and individual goals to ensure alignment with business strategy.

Resource Management & Workforce Optimization

• Partner with Sales, Operations, and Delivery teams to forecast and align workforce supply and demand.
• Manage capacity planning, utilization, and internal mobility to maximize efficiency and minimize idle resources.
• Maintain visibility of the global workforce and identify redeployment opportunities or talent gaps.
• Collaborate with the Internal Recruitment (IR) team to ensure proactive hiring aligns with capacity requirements and business priorities.
• Develop and maintain a robust “bench” strategy for scalability and rapid client onboarding.

Compliance, Governance & Contract Management

• Ensure process documentation, compliance, and governance across all operational functions.
• Monitor and support delivery adherence to customer agreements, SLAs, and contractual obligations, ensuring delivery within scope and managing escalations as required.
• Support and advise leaders needing help adhering to customer agreements, SLAs and contractual obligations, helping delivery deliver within scope and with any escalations as needed.
• Partner with Legal, Finance, and Operations to support contract governance and audit readiness.
• Ensure supported and assigned activities adhere to Wilson’s internal policies, data protection standards, and regulatory frameworks.
• Develop and maintain standard operating procedures (SOPs) and performance governance frameworks.

Process Excellence & Continuous Improvement

• Drive operational excellence by identifying process inefficiencies and implementing sustainable solutions.
• Champion Lean and data-driven methodologies to streamline workflows and eliminate bottlenecks.
• Promote a culture of accountability, innovation, and continuous improvement across teams.
• Track the impact of process changes and report measurable outcomes to leadership.

Collaboration & Business Partnership

• Partner cross-functionally with HR, Finance, Delivery, and Operations to ensure alignment on workforce planning, performance, and budget.
• Present workforce, sourcing, and performance insights to executive stakeholders and client leadership teams.
• Manage escalations effectively, ensuring timely resolution and transparent communication with stakeholders.
• Influence strategic decisions with data-backed recommendations that balance business priorities and operational capabilities.

REQUIREMENTS:

• 5+ years of experience in workforce planning, resourcing, or talent operations, ideally within an RPO, staffing, or professional services environment.
• Strong analytical capability and comfort using data tools (Excel, Power BI, Workday, etc.) to inform decisions.
• Proven experience developing and managing global resource plans or headcount forecasts.
• Exceptional collaboration skills; able to influence cross-functional teams and build alignment between Sales, HR, and Delivery.
• Strategic mindset with the ability to navigate between big-picture planning and operational detail.
• Strong communication and presentation skills, able to translate complex data into business insight