Lead HR Operations Specialist

Scope of Role

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 while providing coordination support to management and serving as first point of escalation for team members, applying advanced knowledge to all case types while making a direct impact on employee experience for thousands of employees across multiple markets.

• 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
• Serve as first point of escalation for junior staff, providing expert guidance and resolution support on complex cases
• Support HRSS Manager with operational coordination, shift planning, and workflow optimization activities
• Coach and mentor team members on complex case handling, system expertise, and knowledge development through informal guidance
• Coordinate knowledge sharing initiatives including best practice development and capability building across the team
• Support operational planning including coverage coordination, process improvements, and team development activities
• Coordinate seamless handoffs between Glasgow and Malaysia HRSS hubs, ensuring continuity of service delivery and proper case transition protocols
• 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

• 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
• 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

• 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
• Collaborate with Malaysia HRSS hub to ensure consistent service delivery standards and effective case handoff procedures across…