Service Delivery Consultant, Event Services; EMEA

Service Delivery Consultant, Life Event Services (EMEA)

Corporate

Title:

Assistant Vice President/Vice President

Location: Chester

The EMEA Global Operations and Advisory Team (GOAT) Life Event Services (LES) team provides specialised, confidential, and compassionate support to employees and managers navigating significant life events, including leaves of absence, family leave, critical illness, bereavement, retirement, domestic violence, and other sensitive employee matters. The Service Delivery Consultant is responsible for the end‑to‑end management of Life Event Services cases across EMEA, with a primary focus on the UK and Ireland.

• Manage end‑to‑end Life Event Services cases across the UK and Ireland and support process consistency across EMEA.
• Provide guidance to employees, managers, and HR partners, ensuring appropriate documentation, approvals, and processes are followed.
• Handle complex, sensitive, and escalated cases with professionalism, empathy, and sound judgement.
• Maintain accurate case records and ensure data integrity within HR systems.
• Partner with HR and business leaders to identify solutions, mitigate risks, and ensure regulatory compliance (policy, process and legislative requirements).
• Use data, employee themes and operational insights to contribute to operational excellence initiatives, including process improvement, automation, and technology adoption.
• Support compliance reviews, audits, and risk management activities.
• Provide occasional out‑of‑standard‑business‑hours support for urgent or escalated life‑event cases.

• Experience with in HR Shared Services, Employee Relations, Leave of Absence, or Employee Support functions across multiple jurisdictions.
• Knowledge of UK and Ireland employment legislation and absence‑management practices.
• Experience managing sensitive employee cases in a complex, fast‑paced environment.
• Proficiency in HR systems, preferably Workday, and Microsoft Office applications.
• Robust working knowledge of Workday, Salesforce, Excel, PowerPoint, Word, Teams, and Copilot.
• Experience supporting process optimisation, automation, and operational efficiency initiatives.
• Ability to operate within a complex, matrixed organisation and manage multiple priorities while maintaining high service standards.

• Ownership & Delivery: Takes accountability for delivering accurate, timely, and high‑quality outcomes; works independently while managing competing priorities; maintains current knowledge of relevant policies, legislation, and processes.
• Problem Solving: Uses data and insight to identify trends, resolve issues, and recommend practical solutions; demonstrates critical thinking when managing complex or sensitive cases.
• Communication & Employee Support: Communicates clearly, professionally, and with empathy; adapts communication style to meet the needs of different audiences; manages sensitive conversations with confidence and discretion.
• Collaboration: Builds productive working relationships across HR, Shared Services, and business teams; partners effectively with stakeholders to deliver positive employee outcomes.
• Integrity & Risk Awareness: Exercises sound judgement and maintains confidentiality; identifies, escalates, and mitigates risks appropriately; operates in accordance with company policies, regulatory requirements, and ethical standards.

• UK private healthcare for you and your family plus an annual health screen.
• Competitive pension plan, life assurance, and group income protection cover if unable to work due to disability or health reasons.
• 20 days of back‑up childcare (including access to school holiday clubs) and 20 days of back‑up adult care per annum.
• Option to change your core benefits and select a variety of flexible benefits (wellbeing account, travel insurance, critical illness, etc.).
• Access to an emotional wellbeing helpline, mental health first aiders, and virtual GP services.
• Access to an Employee Assistance Program for confidential support and help for everyday matters.
• Ability to donate to charities of your choice directly through payroll; the bank will match your contribution.
• Opportunity to access our Arts &…