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About the role:

The HRGeneralistplays a key role in delivering Global HR Service Delivery through seamless, high-quality support across the employee lifecycle.

This role combines end-to-end HR operations execution, processknowledge, and digital enablement to deliver a human-centric, compliant, and efficient employee experience.

Working withina clusteredHRmodelsupportingboth assigned areas and broader team demand, theHR Generalistsupports Tier 2 queries, manages HR transactions, and actively contributes to HR transformation, process design, and workflow optimisation.

The role partners closely withother stakeholders inHRto ensureaccurate,timely, and seamless service delivery, whileleveragingdigital HR tools, automation, and AI-enabled content to continuously improve how work gets done.

HR Operations & Employee Lifecycle Management

• Manage end-to-end employee lifecycle activities including hire, job changes, leave of absence, and termination

  
  

• Actively drive deflection of Tier 1 queries to self-service and AI-enabled front door solutions, improving efficiency and employee experience

  
  

• Resolve Tier 2 employeeand managerqueries across multiple channels (Calls,VideoService Now, HR portal, email, etc.)

  
  

• Execute HR transactions in systems such as Workday, and ServiceNow with high accuracy and timeliness

  
  

• Governand generateHR documentation,leveragingstandardised templates andfurther theAI-enabled document creation capabilities in the future to improve speed,accuracyand employee experience.

  
  

• Act as a human-in-the-loop reviewer for AI-generated content, ensuring accuracy, compliance,toneand alignment with policy.

  
  

• Applyglobal HR standardsconsistentlyacrosslifecycle activities, ensuringgovernance,complianceand local regulatory alignment.

  
  

• Enable and guide people leaders to navigate core HR processes using standardised guidance, self-servicechannelsand AI-enabled support, ensuring alignment with global standards while applyingappropriate judgementfor complex or sensitive cases.

  
  

Employee Experience & Service Excellence

• Deliver a human-centric experience, balancing digital solutions with personal interaction 

  
  

• Provide direct employee and people leader support across channels, including phone and video, ensuring complex or sensitive matters are handled with empathy and professionalism.

  
  

• Provide a seamless, consistent experience across all employee and manager interactions

  
  

• Champion a culture of exceptional service, empathy, and responsiveness across PeopleSolutions. 

  
  

• Ensure a consistent and high-quality experience across the employee journey (onboarding through exit) 

  
  

• Support adoption of self-service tools, HR portals, and AI-driven HR solutions

  
  

Process Improvement, Automation & Governance

• Identifyopportunities for process improvement, simplification, and automation

  
  

• Contribute to HR workflow optimisation and continuous improvement initiatives

  
  

• Support implementation of global process design and standardisation 

  
  

• Maintain governance of HR knowledge content and contribute to AI-enabled knowledge and content ownership (e.gfor ourHRDigitalPartner) 

  
  

• Ensure data accuracy, documentation, and compliance across all HR processes

  
  

Data, Insights & Digital HR Enablement

• Ensure data integrity and accuracy across HR systems and reporting 

  
  

• Support reporting, dashboards, and insights to improve operational decision-making 

  
  

• Leverage digital HR tools and analytics to enhance service delivery and efficiency

  
  

• Identifytrends in queries and processes to inform improvements and proactive solutions

  
  

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Stakeholder Management & Collaboration (One HR)

• Partner withall partners in our HR operating model, to ensure aligned delivery

  
  

• May act as a process and systems expert, supporting training and guidance where needed 

  
  

• Collaborate across global teams to deliver consistent and scalable services

  
  

• Support cross-functional initiatives and contribute to HR transformation programmes

  
  

Key Skills & Capabilities

• Strong experience in HR Operations / Employee Lifecycle Management

  
  

• Knowledge of HR Systems (Workday, SAP, ServiceNow)

  
  

• Experience handling high-volume query resolution (Tier 1 & Tier 2)

  
  

• Strong focus on process design, continuous improvement, and automation

  
  

• Proven ability tooperatein a global, matrixed environment

  
  

• Strong stakeholder management and communication skills 

  
  

• Ability to use data to drive insights and improvements 

  
  

• Demonstrated human-centric approach with focus on employee experience 

  
  

Experience & Qualifications

• Experience in HR Shared Services / People Operations/Customer Care

  
  

• Familiarity with case management systems (ServiceNow) andWorkday

  
  

• Experience with process improvement, transformation, or automation initiatives

  
  

• Exposure to global HR processes and compliance requirements

  
  

• Fluency in English (additionallanguagesadvantageous)