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Job Description

About the role

The People Solutions Advisor Lead provides manager-of-managers leadership for the People Solutions Advisor service.

The role is accountable for collective service outcomes across these clusters. Approximately 2-4  People Solutions Advisor Cluster Leads report directly into the role. Each cluster comprises around 12–20 Advisors.

The focus is on consistent, human-centric employee and manager support, capable leadership and a resilient service.

The role is based in a Global Capability Centre (GCC) in Łódź, Mexico City or Bengaluru. It leads Tier 1 human support and employee lifecycle delivery, connecting the Advisor service with Tier 0 Direct Access, self-service and AI front door, People Experience Partners and specialist teams. Leadership centres on service performance, workforce planning, governance and continuous improvement.

How you will contribute

Lead leaders and build organisational capability

• Lead, coach and hold Cluster Leads accountable for service outcomes, people leadership and consistent delivery standards.

• Set clear objectives and review performance across clusters.

• Build a culture of inclusion, collaboration and continuous learning.

• Develop leadership capability and succession plans.

• Address capability gaps and share effective practices across clusters.

• Work through Cluster Leads to strengthen Advisor skills, onboarding and training.

• Support build-operate-transfer (BOT) joiners as part of capability building.

• Ensure teams can support sensitive employee situations with empathy, sound judgement and appropriate escalation.

• Maintain clear boundaries so Advisor responsibilities do not extend into specialist HR partnering.

Plan capacity and protect service continuity

• Develop cross-cluster workforce and capacity plans.

• Use demand forecasts, case complexity, language needs, skills and local requirements to inform planning.

• Agree priorities and capacity allocation with Cluster Leads.

• Balance workload, resilience and service coverage across clusters.

• Identify recruitment, training and resource needs.

• Make evidence-based recommendations through the appropriate approval routes.

• Establish continuity and cross-cover arrangements for absence, demand peaks, system disruption and service transitions.

• Anticipate backlogs and resourcing risks.

• Agree recovery plans and monitor delivery.

• Leave daily queue allocation and routine case oversight with Cluster Leads.

• Intervene where issues require cross-cluster decisions.

Deliver reliable service and resolve systemic issues

• Own collective Advisor service performance against agreed KPIs, SLAs, quality standards and experience measures.

• Review demand, resolution, backlog, data accuracy and recurring contact trends.

• Provide consolidated reporting on performance, risks and resourcing.

• Ensure corrective actions have clear owners and follow-through.

• Lead resolution of systemic or high-risk delivery escalations beyond the authority or capacity of individual Cluster Leads.

• Coordinate the right operational, People Experience Partner and specialist involvement.

• Protect confidentiality and clear case ownership.

• Use root-cause analysis to prevent recurrence rather than relying on repeated case-by-case intervention.

Strengthen quality, compliance and process governance

• Oversee consistent lifecycle execution across hiring, onboarding, job changes, leave, severance administration and offboarding.

• Ensure appropriate controls, documentation, data quality and audit readiness.

• Apply global standards with authorised local variation.

• Coordinate timely downstream handoffs with payroll, mobility and benefits teams.

• Coordinate named process and system ownership across clusters.

• Cover lifecycle processes, case and knowledge content, compliance documentation and HR systems data quality.

• Work with global process owners and COEI to clarify accountability and close control gaps.

• Implement approved changes in a consistent way.

• Maintain shared quality reviews and knowledge governance rather than requiring each cluster to develop separate standards.

Enable digital transformation and better access to support

• Partner with the HR Digital Partner, Direct Access and relevant process and technology teams.

• Improve the Tier 0 front door and its connection to Tier 1 Advisor support.

• Use service insights to prioritise self-service, knowledge and automation improvements.

• Enable employees and managers to complete appropriate activities independently.

• Retain accessible human support where it is needed.

• Lead adoption of approved changes across clusters.

• Ensure readiness, training and benefits measurement are in place.

• Apply responsible human review of AI-assisted content and outputs before they inform advice or knowledge publication.

• Promote accurate, current guidance.

• Ensure safe handling of employee data across Workday, ServiceNow, SAP and associated service channels.

Build One HR partnerships and stakeholder accountability

• Represent the Advisor service with People Experience Partners, Direct Access, specialist teams and other delivery stakeholders.

• Agree clear handoffs, escalation routes and service expectations.

• Maintain boundaries between transactional support and specialist HR partnering.

• Ensure a consistent employee and manager experience across calls, video, portal and email.

• Communicate service performance, priorities and risks transparently.

• Seek stakeholder input and agree actions where expectations or dependencies are misaligned.

• Build effective working relationships across GCC locations and supported markets.

• Resolve cross-cluster issues within the Advisor service mandate.

• Escalate decisions that sit outside the Advisor service mandate.

Skills and qualifications

• Demonstrated experience leading HR service delivery or comparable people operations through other managers.

• Ability to coach leaders, manage performance and build succession.

• Strong workforce planning and service continuity skills.

• Experience balancing demand, capacity and capability across multiple teams.

• Sound understanding of employee lifecycle operations and multi-channel case management.

• Strong grasp of HR data quality, confidentiality and compliance controls.

• Ability to interpret KPIs and SLAs.

• Ability to diagnose systemic issues and translate evidence into practical service improvements.

• Familiarity with Workday, ServiceNow, SAP or comparable HR and case-management platforms.

• Effective stakeholder management, influencing and change leadership across markets and functions.

• Human-centric approach to sensitive situations.

• Clear judgement about when to involve People Experience Partners or specialist teams.

• Experience enabling self-service, knowledge governance and automation.

• Awareness of responsible AI use and human review requirements.

• Strong written and spoken English.

• Ability to communicate clearly with diverse employee, manager and HR audiences.

• Additional languages relevant to supported markets are advantageous.

Locations

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