Senior HR Services Advisor

Job Description

The Role

The HR Service Regional Advisor plays a vital role in bridging global HR Services (HRS) processes with local execution. This position applies localised legislative understanding and cultural knowledge to ensuring compliance and operational excellence across a specific geography. The Advisor makes sure the entire HR Service process runs smoothly in their country, from start to finish, builds strong stakeholder relationships, and translates global HRS initiatives into effective local & legal practices.


Serving as the escalation point for nonstandard cases, the Advisor provides culturally sensitive support to enhance service quality and employee experience, while aligning local operations with global business objectives. The Regional HRS Advisor will be responsible for complex and country regulatory HR Services cases or processes.

Responsibilities

• HR Advisory: Handle specific regional HRS Tier 2 processes, act as the main contact for employees and managers, providing expert advice on HR policies.
• Complex Case Resolution: Serve as the escalation point from HRS Delivery teams for complex Tier 1 issues, applying legislative knowledge and cultural awareness to deliver effective solutions.
• Employee Relations: In applicable geographies, address non-complex employee queries, offering culturally sensitive support during sensitive life events.
• Issue Resolution: Act as the initial point of contact for stakeholder issues and escalations, taking ownership of resolution by working closely with Global Process Owners (GPO) and Delivery teams. The Regional Advisor work with relevant parties to identify the root cause, resolve the issue, implement corrective actions, and manage communications with stakeholders throughout the process.
• HR Services Metrics & Ways of Working : Achieve HR Services performance targets by monitoring key metrics, identifying areas for improvement, and taking action to enhance service quality and efficiency. Consistently apply HR Services ways of working to ensure delivery standards are met and continuously improved.
• Process Optimisation: Collaborate with Global Process Owners and HR Services Delivery teams to optimise and improve HR operations at the regional or country level, ensuring that all global HR processes are fully compliant with local legislation. This includes not only reviewing and adapting global process changes to align with country-specific legal requirements, but also proactively implementing any new or amended local legislative changes into HR Services processes to maintain ongoing compliance. Additionally, focus on enhancing the colleague experience by ensuring processes are intuitive, accessible, and responsive, continually improving how colleagues interact with HR Services to create a seamless and supportive service journey.
• Technology & Automation Optimisation: Champion the effective use of HR technology and automation to streamline processes and reduce manual work. Support the adoption of new tools, provide user insights, and help ensure digital solutions enhance efficiency and the colleague experience.
• Stakeholder Engagement: Build strong relationships with HR partners, managers, and employees to resolve issues, proactively promote and communicate HR Services activity and updates, and act as the primary point of contact for all stakeholders seeking HR support or information.
• Compliance & Audits: Ensure adherence to laws, regulations, and collective agreements; maintain records; prepare and submit employment-related data in accordance with local regulatory processes; prepare reports; and lead local process updates for ongoing compliance.
• Knowledge Transfer & Improvement: Share best practices with HR Delivery teams, drive continuous improvement, and support the evolution of the service delivery model. Actively contribute to the ongoing transition of work to delivery teams, ensuring optimal operational efficiency by facilitating knowledge handover and process alignment throughout the transition.
• Change Management : Lead & participate in HR projects and change initiatives, implementing global strategies at the local level and ensuring effective adoption.
• Program Management: Oversee major HR programs (such as salary reviews and M&A), and support system maintenance where local input is needed.

Qualifications

The Requirements

• HR Expertise: Strong understanding of HR principles, employment law, best practices, and local labour regulations as they apply to HR Services processes, ensuring legal compliance and effective service delivery within a specific country or cluster. Proven experience working in an HR Services or operational role, with comprehensive knowledge of HR administrative processes covering the entire employee life cycle, from onboarding through to offboarding.
• Communication: Excellent verbal and written skills; able to explain complex issues clearly and build collaborative relationships with diverse stakeholders.
• Judgement & Problem-Solving: Analytical thinker, adept at handling complex queries, resolving conflicts, and serving as the escalation point for nonstandard cases. Leveraging sound judgment, domain experience, legislative research, and real-world use cases to address complex challenges effectively
• Stakeholder Management: Trusted partner at all levels, skilled at fostering collaboration and influencing outcomes.
• Organisation: Highly organised, able to manage multiple priorities and deadlines.
• Adaptability: Proactive, resilient, and agile in dynamic environments with shifting priorities.
• IT Proficiency: Confident with HRIS, Microsoft Office, and digital tools.
• Cultural Awareness: Inclusive, culturally sensitive, and able to support a diverse workforce.
• Process Optimisation & Compliance: Experienced in process improvement, ensuring HR compliance, and supporting audits.
• Project & Change Management: Skilled in managing HR projects, supporting change, and transitions.
• Knowledge Sharing: Committed to knowledge transfer and developing best practices.
• Education & Experience: Professional HR qualifications (or equivalent) are highly desirable; a degree in HR, Business, or a related discipline is also preferred. Additional certifications in HR management or related areas are considered an asset.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare: Mental health/emotional wellbeing (including Employee Assistance Program), medical (including prescription drug coverage and fertility benefits), dental, vision, Health Savings Account, Commuter Accounts, Health Care and Dependent Care Flexible Spending Accounts, company-paid life insurance, supplemental life insurance, AD&D, group accident, group critical illness, group legal, identity theft protection, wellbeing program, adoption assistance, surrogacy assistance, auto/home insurance, pet insurance, and other work/life resources.
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans' eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

EOE, including disability/vets