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Job Description

The People Solutions Advisor - Cluster Lead leads a co-located team of People Solutions Advisors within a Global Capability Centre, delivering the front line of human HR support across an assigned geographical cluster. The role is accountable for how queries, cases and lifecycle transactions are resolved for employees and people leaders across the countries in scope — the speed, the accuracy and the experience.

This is a working leadership role. Alongside leading the team, you stay close to the work — handling the escalations your Advisors cannot resolve, stepping into peak volumes, and keeping a personal feel for where the service is strong and where it is not. You are the point of contact for the People Experience Partner Cluster Leads and other HR colleagues whose work depends on clean, timely delivery from your team.

The role requires a minimum of 10 days per month in the office in Poland, distributed across the working weeks.

How you will contribute

Leading the cluster team

• Lead, coach and develop a co-located team of People Solutions Advisors, setting priorities, balancing workload and supporting capability and career development.
• Allocate work and manage capacity across the cluster against live demand, holiday, absence and seasonal peaks such as annual compensation planning and year-end, ensuring coverage never depends on a single person.
• Act as the escalation and decision point for queries and cases the team cannot resolve, providing timely guidance and judgement, and routing onward only where genuine specialist input is required.
• Built a strong team culture at the Global Capability Centre site, fostering learning, inclusion, peer coaching and continuous improvement across the cluster.
• Onboard and train new Advisors, including colleagues joining through build-operate-transfer arrangements, bringing them to full productivity against a consistent standard.

Running the service

• Own end-to-end delivery of employee lifecycle activity across the cluster hire, onboarding, job and organisational changes, leave of absence, severance administration and offboarding — ensuring accuracy, timeliness and a consistent employee experience.
• Oversee case management across channels — portal, phone, video and email — ensuring cases are triaged correctly, progressed within agreed timeframes and closed with the employee or leader properly informed.
• May Carry a personal caseload of the most complex or sensitive queries in the cluster, and step into the queue at peak so the team is never left exposed.
• Ensure clean handoffs and clear escalation paths between Direct Access, People Solutions Advisors, People Experience Partners and specialist teams, in both directions, so that cases sit at the right tier and are not passed unnecessarily.
• Drive deflection of routine queries to self-service and AI-enabled channels, using query trends to improve content at the front door rather than absorbing repeat demand into the team.

Regional process ownership

• Hold a named process or system ownership on behalf of the region — such as employee lifecycle management, case management and knowledge content, documentation and compliance, or HR systems and data quality — acting as the reference point colleagues consult.
• Set and maintain the regional standard in that area through current process documentation, work instructions, templates and knowledge content, keeping it aligned to global design and local regulatory requirements.
• Build capability in that area across People Solutions Advisors through coaching, case review and training, so that routine matters are handled confidently at source and only true exceptions escalate.
• Represent the cluster in regional and global process design work, bringing front-line evidence to how processes are standardised and improved.

Service quality, standards and compliance

• Monitor key performance indicators and service levels across the cluster, performing regular quality checks, analysing performance trends and implementing corrective action to maintain high service standards.
• Ensure data accuracy and integrity across HR systems for the countries in the cluster, overseeing data quality audits, mass data changes and records administration.
• Ensure adherence to data privacy, employment and labour law and internal policy across the countries in your cluster, supporting internal and external audits and risk mitigation.
• Govern the quality of HR documentation produced in the cluster, including acting as the human-in-the-loop standard for AI-generated content, ensuring accuracy, compliance and appropriate tone.

Stakeholder management and collaboration

• Act as the point of contact for People Experience Partner Cluster Leads, People Experience Partners and Centres of Excellence and Innovation on delivery matters affecting your cluster, keeping ownership clear.
• Represent the cluster to the Regional HR Lead, giving transparent reporting on service performance, backlogs, risks and resourcing.
• Work with payroll, mobility, benefits and other specialist teams to ensure lifecycle activity flows cleanly into downstream processes without rework.

Data, AI and digital enablement

• Use case data, query trends and workforce analytics to understand where demand comes from, where it is avoidable, and where the process itself is the problem — and act on it.

• Drive adoption of self-service, HR portals, case management tooling and AI-enabled support across your team and the leaders you serve.

• Identify and deliver opportunities for automation, standardisation and process improvement in the cluster and in your process area, sharing what works with the other clusters in the region.

Skills and qualifications

• Six or more years of experience in HR operations, HR shared services, people operations or customer care, including experience in a global or multi-country environment.
• Experience leading, coaching and developing others, whether as a people manager or as a team or workstream lead, with the ability to allocate work, set priorities and build capability on the job.
• Strong working knowledge of employee lifecycle management and high-volume query resolution, with the judgement to handle escalated and sensitive cases personally.
• Hands-on knowledge of HR systems and case management tooling such as Workday, ServiceNow and SAP, with a track record of driving accuracy and adoption.
• Experience managing to key performance indicators and service levels, including quality checking, trend analysis and corrective action.
• Demonstrated experience in process improvement, standardisation, transformation or automation initiatives, with an instinct for removing avoidable work.
• Understanding of global HR processes, data privacy and compliance requirements, with awareness of local regulatory variation across the countries in the cluster.
• A genuinely human-centric approach to service, balancing digital solutions with personal interaction and handling sensitive matters with empathy and professionalism.
• Strong stakeholder management and communication skills, with fluency in English; additional languages relevant to the cluster are advantageous.

Locations

Base Salary Range:

The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

For information about our benefits, please click here.

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