Position summary:
To deliver expert-level HR service for employees and managers across EMEA and North America, including escalated cases and VIP requests, handling the full spectrum of HR cases from routine to highly complex matters with exceptional knowledge and judgment while ensuring accurate, timely, and compliant HR support across the complete employee lifecycle. This senior role offers the opportunity to leverage extensive expertise in global HR operations, applying advanced knowledge to all case types while making a direct impact on employee experience for thousands of employees across multiple markets.
Scope of Role:
- Regional coverage: EMEA and North America with expert knowledge across multi-jurisdictional requirements
- Work arrangement: Hybrid based in Glasgow with shift coverage to support North American operations
- Impact: Expert-level service delivery across all case complexities leveraging advanced knowledge and experience
Key Responsibilities:
Service delivery & customer excellence
- Handle HR casesfrom routine inquiries to complex cases requiring specialized knowledge of employment law, policies, and cross-border regulations
- Handle escalated cases and VIP requestsrequiring heightened attention, discretion, and rapid resolution while maintaining exceptional service standard
- Apply expert judgmentto all case types, ensuring efficient resolution of simple queries while providing sophisticated analysis for complex matters
- Deliver exceptional customer serviceleveraging extensive experience to provide comprehensive, accurate responses across all interaction types
- Share expertise and knowledgewith team members through informal guidance while maintaining focus on individual case delivery
Transaction management & data integrity
- Execute full range of HR transactionsfrom routine updates to more complex cases including reorganizations, international transfers, and sensitive separations
- Apply advanced validation techniquesto all transaction types, leveraging experience to identify potential issues and ensure accuracy across simple and complex scenarios
- Manage sophisticated system processesutilizing expert knowledge to navigate complex configurations while efficiently handling routine transactions
- Maintain First Time Right excellenceacross all transaction complexities, using expertise to prevent errors and streamline processing
Process excellence & continuous improvement
- Champion process excellenceby applying extensive knowledge to identify improvement opportunities across all process types
- Leverage experienceto streamline both routine and complex processes, sharing insights that benefit overall team effectiveness
- Support process enhancementsby providing expert input on procedure updates and system improvements based on comprehensive case experience
- Drive knowledge sharingthrough expert handling of diverse case types and informal mentoring of colleagues
Compliance & risk management
- Ensure full compliancewith data privacy regulations (GDPR, local privacy laws) and employment legislation across supported regions
- Maintain audit-ready documentationand support compliance reviews with accurate, complete records
- Protect sensitive employee datathrough adherence to security protocols and confidentiality requirements
- Identify and mitigate risksrelated to data handling, process compliance, and regulatory requirements
Stakeholder collaboration
- Build trusted relationshipsacross all stakeholder levels, applying experience to navigate both simple and complex stakeholder needs effectively
- Collaborate effectivelywith Payroll, Benefits, and specialist HR teams to ensure seamless end-to-end service delivery
- Support cross-functional initiativesthat enhance employee experience and operational efficiency
- Represent the HRSS brandpositively in all interactions, demonstrating expert-level service regardless of case complexity
- Participate in data cleansing activitiesto ensure all employee records meet global and local compliance requirements prior to and after migration
Organizational relationships:
- Reports to: Manager, HR Shared Services
- Direct Reports: None
- Matrix Relationships: Centers of Excellence (COEs), Payroll, Legal, Finance, HRIS, Benefits teams
- Primary Location: Glasgow (Hybrid working arrangement)
Job requirements:
Essential experience:
- 7+ years in HR operations, shared services, HR Generalist roles, or related fields with demonstrated progression in case complexity
- Expertisein HR case management, from routine queries to complex employee relations across UK, Germany, Nordics, Switzerland, North America, and other EU countries
- Advanced HRIS experiencewith expert-level system navigation, transaction processing, and troubleshooting capabilities
- Proven track recordof efficiently handling high-volume caseloads while maintaining quality across all complexity levels
- Labour law and regulatory framework knowledgeacross multiple jurisdictions with practical application across diverse case types
- Experience managing escalated cases and VIP stakeholder requestswith demonstrated ability to maintain confidentiality and deliver exceptional service under pressure
Core Competencies:
- Expert efficiency:Ability to quickly assess and appropriately handle cases across all complexity levels using extensive experience
- Advanced judgment: Sound decision-making across routine and complex matters requiring discretion, business acumen, and regulatory knowledge
- Comprehensive expertise:Deep knowledge of HR operations enabling efficient resolution of any case type encountered
- Sophisticated problem-solving:Ability to apply experience and knowledge to resolve challenges quickly and effectively regardless of complexity
- Adaptability & expertise:Seamlessly transitions between routine and complex cases, applying appropriate level of analysis and attention
- Cultural intelligence:Deep understanding of cross-cultural dynamics enabling effective case resolution across diverse European and North American markets
Communication & language:
- Fluent English(essential for documentation and stakeholder communication)
- Additional European languages highly valued for enhanced regional support(German, Swedish, Finnish)
Technical proficiency:
- Advanced HRIS knowledge with ability to navigate complex system configurations
- Case management expertise using enterprise ticketing and workflow systems
- Data analysis capabilities for trend identification and process improvement insights
What We Offer:
- Career developmentwithin a global HR organization
- Exposure to international markets and diverse HR practices across EMEA and North America
- Skill development opportunitiesin specialized HR areas and emerging technologies
- Hybrid flexibilitycombining collaborative office time with remote work efficiency
- Global team collaborationwith colleagues across multiple time zones and cultures
- Modern technology stackand tools that enable efficient, high-quality service delivery
This role offers an exceptional opportunity to leverage extensive HR operations expertise while handling diverse cases and making a meaningful impact on employee experience across multiple markets.
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