HR Operations Specialist

About the Role
We are looking for an experienced HR Operations Specialist to deliver reliable, compliant, and employee-focused HR services in an increasingly digital operating environment. This IC3 role independently handles a broad range of operational work within established policies and processes, applying sound judgment and escalating highly complex or high-risk matters when needed.
The role combines practical HR operations knowledge with a strong process mindset, using data, approved AI capabilities, automation, and digital tools to improve day-to-day service delivery, simplify work, and reduce manual effort. The HR Operations Specialist supports employee lifecycle processes, contributes to process and knowledge documentation, and works with relevant HR teams to resolve issues efficiently. The ideal candidate is curious, digitally confident, detail-oriented, and committed to continuous improvement, confidentiality, compliance, and a positive employee and manager experience.
What You'll Do
Deliver HR Operations Services
Deliver accurate, timely, and employee-focused HR operations support across assigned employee lifecycle processes, a set of countries and a broad range of operational cases.
Independently resolve routine and varied operational cases within established policies, procedures, and service standards, escalating highly complex or high-risk matters as appropriate.
Use ServiceNow and other HR systems as the primary channels for case management, workflow execution, documentation, and reporting.
Maintain accurate and complete employee data and records, ensuring clear audit trails, consistent categorization, and adherence to defined service levels and applicable employment-law requirements.
Improve Processes and Digital Delivery
Execute HR processes consistently and contribute to practical improvements by identifying root causes, reducing unnecessary steps and manual effort, and applying agreed global ways of working.
Use approved AI, automation, and digital tools to research, summarize, draft, categorize, and resolve work more efficiently, while validating outputs and applying appropriate human judgment and data-privacy controls.
Identify potential AI and workflow-automation opportunities within assigned work, and contribute to requirement gathering, testing, feedback, and adoption activities.
Review available service levels, case quality, and operational data to identify trends, risks, and improvement opportunities, and share findings with the appropriate stakeholders.
Build Knowledge and Support Programs
Develop and apply strong subject-matter knowledge for assigned HR processes, and contribute to maintaining process documentation, standard operating procedures, decision guidance, and employee-facing knowledge content.
Support enterprise HR programs through assigned operational activities, readiness support, communications, testing, and post-launch stabilization.
Share knowledge and provide practical guidance to colleagues on assigned processes, contributing to a culture of learning and continuous improvement.
Partner Across HR
Coordinate with HR Business Partners, People Consultants, Centers of Excellence, Payroll, Benefits, Legal, and other teams to resolve cases and complete assigned process activities.
Apply relevant labor requirements, company policies, internal controls, and data-protection standards to assigned processes and case outcomes, seeking guidance when interpretation is required.
What You'll Bring
Required Qualifications
5+ years of experience in HR Operations, HR shared services, or a comparable employee-service environment.
Demonstrated ability to independently handle routine and varied HR operational processes and cases across the employee lifecycle, with appropriate escalation of highly complex or high-risk matters.
Strong process orientation, with experience documenting workflows, identifying root causes, and contributing to practical improvements.
Digital confidence and curiosity, including experience using or learning approved AI-enabled tools, automation, and workflow technology responsibly.
Ability to describe operational needs clearly, participate in testing, and provide actionable feedback on system or process enhancements.
Ability to interpret operational data, recognize trends, and use insights to support improvements in service quality, efficiency, and employee experience.
Working knowledge of HR policies, employee data requirements, confidentiality standards, and applicable statutory or regulatory obligations.
Sound judgment and attention to detail when handling sensitive information, varied cases, and AI-assisted outputs.
Strong written and verbal communication skills, including the ability to create clear process documentation and knowledge content.
Effective collaboration and stakeholder communication skills across HR Operations and partner functions.
Proven ability to prioritize work, meet service levels, and adapt effectively in a changing, global environment.
Preferred Qualifications
Working knowledge of HR case-management, CRM, and HCM platforms; ServiceNow HR Service Delivery experience is preferred.
Proficiency in Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, and collaboration tools.
What Success Looks Like
Accurate, timely, and employee-focused service delivery across assigned processes and cases.
Consistent execution of HR processes, with appropriate judgment, escalation, and compliance.
High-quality employee data, case records, documentation, and audit trails.
Practical improvements that simplify work and reduce avoidable manual effort.
Responsible adoption of approved AI, automation, and digital tools.
Effective collaboration and knowledge sharing across HR Operations and partner teams.
Why This Role Matters
This role is central to delivering dependable HR services while helping HR Operations evolve toward a more digital, efficient, and employee-focused model. By combining operational expertise, sound judgment, process discipline, data awareness, and responsible use of technology, the HR Operations Specialist improves day-to-day service delivery and contributes to continuous improvement across the employee lifecycle.