About the role: 

The HR Generalist plays 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, process knowledge, and digital enablement to deliver a human-centric, compliant, and efficient employee experience. 

Working within a clustered HR model supporting both assigned areas and broader team demand, the HR Generalist supports Tier 2 queries, manages HR transactions, and actively contributes to HR transformation, process design, and workflow optimization. 

The role partners closely with other stakeholders in HR to ensure accurate, timely, and seamless service delivery, while leveraging digital 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 employee and manager queries across multiple channels (Calls, Video Service Now, HR portal, email, etc.) 

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

• Govern and generate HR documentation, leveraging standardized templates and further the AI-enabled document creation capabilities in the future to improve speed, accuracy and employee experience. 

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

• Apply global HR standards consistently across lifecycle activities, ensuring governance, compliance and local regulatory alignment. 

• Enable and guide people leaders to navigate core HR processes using standardized guidance, self-service channels and AI-enabled support, ensuring alignment with global standards while applying appropriate judgement for 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 People Solutions.  

• 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 

• Identify opportunities for process improvement, simplification, and automation 

• Contribute to HR workflow optimization and continuous improvement initiatives 

• Support implementation of global process design and standardization  

• Maintain governance of HR knowledge content and contribute to AI-enabled knowledge and content ownership (e.g for our HR Digital Partner)  

• 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 

• Identify trends in queries and processes to inform improvements and proactive solutions 

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Stakeholder Management & Collaboration (One HR) 

• Partner with all 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 programs

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 to operate in 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) and Workday  

• Experience with process improvement, transformation, or automation initiatives 

• Exposure to global HR processes and compliance requirements 

• Fluency in English (additional languages advantageous)