Description 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 compliance by following established SOPs while identifying opportunities for enhancement and efficiency gains Contribute to knowledge management by maintaining accurate documentation and sharing insights that improve team effectiveness Support global standardization efforts across all regions through consistent service delivery Drive continuous improvement by analyzing trends, proposing solutions, and implementing best practices Compliance & risk management 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 Stakeholder collaboration Build trusted relationships with employees, managers, and internal HR teams through professional, responsive service 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, contributing to organizational reputation Participate in data cleansing activities to 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 development within 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.