Senior HR Operations Specialist

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 cases from routine inquiries to complex cases requiring specialized knowledge of employment law, policies, and cross-border regulations

• Handle escalated cases and VIP requests requiring heightened attention, discretion, and rapid resolution while maintaining exceptional service standard

• Apply expert judgment to all case types, ensuring efficient resolution of simple queries while providing sophisticated analysis for complex matters

• Deliver exceptional customer service leveraging extensive experience to provide comprehensive, accurate responses across all interaction types

• Share expertise and knowledge with team members through informal guidance while maintaining focus on individual case delivery

Transaction management & data integrity

• Execute full range of HR transactions from routine updates to more complex cases including reorganizations, international transfers, and sensitive separations

• Apply advanced validation techniques to all transaction types, leveraging experience to identify potential issues and ensure accuracy across simple and complex scenarios

• Manage sophisticated system processes utilizing expert knowledge to navigate complex configurations while efficiently handling routine transactions

• Maintain First Time Right excellence across all transaction complexities, using expertise to prevent errors and streamline processing

Process excellence & continuous improvement

• Champion process excellence by applying extensive knowledge to identify improvement opportunities across all process types

• Leverage experience to streamline both routine and complex processes, sharing insights that benefit overall team effectiveness

• Support process enhancements by providing expert input on procedure updates and system improvements based on comprehensive case experience

• Drive knowledge sharing through expert handling of diverse case types and informal mentoring of colleagues

Compliance & risk management

• Ensure full compliance with data privacy regulations (GDPR, local privacy laws) and employment legislation across supported regions

• Maintain audit-ready documentation and support compliance reviews with accurate, complete records

• Protect sensitive employee data through adherence to security protocols and confidentiality requirements

• Identify and mitigate risks related to data handling, process compliance, and regulatory requirements

Stakeholder collaboration

• Build trusted relationships across all stakeholder levels, applying experience to navigate both simple and complex stakeholder needs effectively

• Collaborate effectively with Payroll, Benefits, and specialist HR teams to ensure seamless end-to-end service delivery

• Support cross-functional initiatives that enhance employee experience and operational efficiency

• Represent the HRSS brand positively in all interactions, demonstrating expert-level service regardless of case complexity

• Participate in data cleansing activities to 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

• Expertise in HR case management, from routine queries to complex employee relations across UK, Germany, Nordics, Switzerland, North America, and other EU countries

• Advanced HRIS experience with expert-level system navigation, transaction processing, and troubleshooting capabilities

• Proven track record of efficiently handling high-volume caseloads while maintaining quality across all complexity levels

• Labour law and regulatory framework knowledge across multiple jurisdictions with practical application across diverse case types

• Experience managing escalated cases and VIP stakeholder requests with 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 development within a global HR organization

• Exposure to international markets and diverse HR practices across EMEA and North America

• Skill development opportunities in specialized HR areas and emerging technologies

• Hybrid flexibility combining collaborative office time with remote work efficiency

• Global team collaboration with colleagues across multiple time zones and cultures

• Modern technology stack and 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.