HR Operations Specialist

Position summary:

To deliver exceptional HR service as the first point of contact for employees and managers across EMEA and North America handling confidential employee data with the highest level of integrity while ensuring accurate timely and compliant HR support across the complete employee lifecycle. This role offers the opportunity to be part of a dynamic global team developing expertise in international HR operations while making a direct impact on employee experience across multiple markets.

Scope of Role:

• Regional coverage: EMEA and North America
• Work arrangement: Hybrid based in Glasgow with shift coverage to support North American operations
• Impact: Direct influence on employee experience for thousands of employees globally

Key Responsibilities:

Service delivery & customer excellence

• Receive log and triage HR cases via ticketing systems and other channels ensuring prompt acknowledgment and proper categorization
• Provide first-line resolution for common HR inquiries including policies benefits process guidance and general HR questions
• Deliver exceptional customer service maintaining professionalism confidentiality and empathy in all employee and manager interactions
• Escalate complex cases to Lead/Coordinator or Centers of Excellence (COEs) as required ensuring proper handover documentation

Transaction management & data integrity

• Execute day-to-day HR transactions (e.g. employee data changes contract issuance benefits updates etc.) in the HR system with First Time Right accuracy
• Monitor and manage assigned cases in the Case Management System (CMS) to meet agreed SLAs and quality standards
• Conduct data validation and cross-checks to prevent downstream payroll benefits and compliance issues
• Process confidential documentation maintain accurate records including contracts personal data changes and sensitive employee matters with complete accuracy

Process excellence & continuous improvement

• Champion process complianceby following established SOPs while identifying opportunities for enhancement and efficiency gains
• Contribute to knowledge managementby maintaining accurate documentation and sharing insights that improve team effectiveness
• Support global standardization effortsacross all regions through consistent service delivery
• Drive continuous improvementby analyzing trends proposing solutions and implementing best practices

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 relationshipswith employees managers and internal HR teams through professional responsive service
• 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 contributing to organizational reputation
• 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 HRIS Benefits teams
• Primary Location: Glasgow (Hybrid working arrangement)

Job requirements:

Essential experience:

• 2 years in HR operations shared services customer service or related administrative roles
• Proven track record of handling confidential information with integrity and discretion
• Experience with HRIS platforms (SuccessFactors Workday Oracle or similar systems)
• Customer service excellence with demonstrated ability to resolve complex queries

Core Competencies:

• Uncompromising integrity: Absolute commitment to confidentiality and ethical handling of sensitive employee data
• Detail excellence: Meticulous attention to accuracy in all transactions and documentation
• Growth mindset: Enthusiasm for learning developing skills and taking on new challenges
• Continuous improvement focus: Proactive approach to identifying and implementing enhancements
• Resilience & adaptability: Thrives in fast-paced changing environments with evolving priorities
• Cultural intelligence: Effective collaboration across diverse international teams

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 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 build expertise in global HR operations while making a meaningful impact on employee experience across multiple markets.