Sr People Success Partner

Why this role exists Your job comes down to three numbers: keep people engaged so they grow and stay, and the account grows with them. As our most senior PSP, you're the top escalation point for complex cases, a strategic advisor to your accounts, and the lead for the HRBP/PSP practice in your vertical. You also protect the advisory hour — holding the line between PSP work and work that belongs to BoothOS, UKG, or the client. The 4 Notes of engagement — the framework behind everything you do Progress — Am I growing? Career mapping, stay interviews, and learning keep growth visible. Control — Do I have agency? Clear expectations, coached through the manager 1:1. Connectedness — Do I belong? Check-ins, feedback loops, and spotting the team that's quietly drifting. Higher purpose — Does this matter? Work tied to Booth's values and real client impact. What you'll do 1. Own onboarding and the first 90 days Facilitate your assigned New Employee Orientation (NEO) sessions to a high standard of delivery. Run 10/30/60/90-day check-ins on time, log them in the regularization tracker, and close the hiring-manager feedback loop within 5 business days. Confirm day-30 role clarity, flag hires at risk, and lead the conversations behind each regularization decision. 2. Prevent attrition before it becomes a resignation Run a monthly attrition-risk review for every assigned account and document a prevention action for each risk. Deliver a written attrition read to each account by Day 5 every month, plus the talent and org review at the QBR. Hold a stay interview with every regularized employee each quarter — what keeps them, and what would make them leave. Flag People Pulse risks within 5 business days and attach an owner to every named action. 3. Build manager capability and engagement Coach client and Booth managers through the 1:1s and hard conversations where roughly 70% of engagement is decided. Keep growth visible through career mapping, development plans, and learning. Spot drifting teams early and act through check-ins, feedback loops, and belonging initiatives. 4. Lead employee relations as the senior escalation point Handle the team's most complex and sensitive cases: fact-finding, incident reports, coaching plans, PIPs, and disciplinary documentation. Close non-terminal cases within 10 days and terminal cases within 35, per the HR SLA policy and Philippine and Colombian labor law. Guide PSPs on case handling and act as their escalation path. 5. Advise accounts and turn people data into action Show clients what good looks like: KPI design, review forms, development plans, and org structure. Interpret BoothOS people data, recommend next steps, and feed insight into the CSM's business reviews. Partner with the Client Success Manager — you look after the people, the CSM looks after the account. 6. Hold scope and drive BoothOS adoption Move routine requests to BoothOS self-service and time and leave approvals to named client-side approvers in UKG. You handle exceptions only. Hold the Talent Solutions vs. Managed Solutions line. Surface scope creep — missing approvers, OT exceptions, the PSP as the client's inbox — for repricing instead of absorbing it. Make sure requests are raised and logged in BoothOS, not by chat or email. 7. Lead your vertical and grow team capability Lead the HRBP/PSP practice for your assigned vertical. Build and maintain the vertical playbook: escalation protocols and SLAs, case-handling workflows, NEO and check-in cadence, attrition-prevention cadence, and the client account-engagement model. Co-develop and deliver one HRBP capability topic per month with L&D for the wider PSP team. Mentor PSPs and model the advisory-first standard. Requirements Experience 5+ years in HR business partnering, employee relations, or people success, with 2+ years at a senior or lead level. Experience in BPO, outsourcing, shared services, or employer-of-record settings, supporting multiple client accounts at once. A track record of handling complex employee relations cases end to end, including due process and documentation. Hands-on experience running retention work — risk reviews, stay interviews, and engagement action plans. Knowledge Strong working knowledge of Philippine labor law and due process. Exposure to Colombian labor law is a plus. Comfort with HRIS and time-and-attendance platforms. BoothOS or UKG experience is a plus. Bachelor's degree in Psychology, HR Management, Business, or a related field. CHRA certification, or the ability to earn it within the agreed timeline. How you work You advise, not just administer — you read the data and tell the client what to do about it. You coach managers with confidence, including through difficult conversations. You hold boundaries warmly and say no to scope creep without damaging the relationship. You facilitate well — NEO sessions and training topics land with the room. You build things that last: playbooks, frameworks, and capability in other PSPs. You write clearly in English. Spanish is a plus for Colombia-based accounts.