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.

• 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

• 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

• 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
• 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

• 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)

• 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…