The Senior People Advisor provides advanced HR service support within the global People Services model. The role manages complex employee inquiries, ensures high-quality service delivery, and acts as a senior resource within the People Services team.
Reporting to the Associate Director, Global Service Delivery, the role resolves complex HR queries across multiple HR disciplines and supports continuous improvement of HR service processes, knowledge resources, and digital service tools. The role may identify recurring issues in employee requests and service delivery and escalate these observations to the Associate Director to support service analysis and improvement.
Country-specific or employee relations matters are escalated to Country People Partners (Tier 2).
Employee Support
- Resolve complex employee inquiries across the HR discipline including benefits, payrol, compensation, employee data, and HR policies.
- Act as an escalation point for People Services Specialists on -complex or sensitive HR queries.
- Ensure consistent interpretation and application of global HR policies and processes.
- Coordinate with specialist HR teams to ensure timely and effective resolution of complex requests.
HR Case & Request Management
- Manage complex HR service requests through the case management system ensuring timely and high-quality resolution.
- Support resolution of escalated or sensitive cases requiring deeper investigation or cross-functional coordination.
- Maintain clear and accurate case documentaiton in line with service standards.
Service Improvement & Continuous Improvement
- Identify recurring employee queries or operational issues, or service gaps within HR service request and escalate insights to the the Associate Director,
Global People Services to supprot service analysis and improvement.
- Contribute to maintaining HR knowledge base content, process documentation, and self-service resources.
- Support improvements to HR processes and service delivery approaches within the People Services model.
- Support the adoption and otpimisation of AI-enabled tools and digital platforms within the HR service environment.
Team Collaboration & Support
- Act as a senior resource within the People Services team, providing guidance to People Services Specialist on complex queries and service procedures.
- Support onboarding and knowledge sharing within the People Services team
- Work closely with the Associate Director, Global People Services to maintain consistent service delivery standards.
- Experience supporting HR operations, HR shared services or HR administration environments.
- Ability to manage complext HR queries across multiple HR disciplines.
- Experience using HRIS systems, service platforms, and case management tools.
- Strong analytical and problem-solving skills with the ability to identify operational issues or recurring service requests.
- Comfortable using digital platforms and AI-enabled tools to support HR service delivery and efficiency.
- Strong communication and stakeholder management skills.
- High attention to detail and commitment to service quality.
- Degree in Human Resources, Business Administration or related discipline preferred, but not essential
- Alternatively, relevant experience in HR operations, HR administration, or shared services environments
- Working towards or holding a professional HR certification (e.g. CIPD, SHRM, HRCI or equivalent) desirable.
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Candidates must be legally authorized to work in the country of employment without employer sponsorship.