Job Title

Position summary:To deliver expert-level HR service for employees and managers across EMEA and North America, including escalated cases and VIP requests, handling the full spectrum of HR cases from routine to highly complex matters with exceptional knowledge and judgment while ensuring accurate, timely, and compliant HR support across the complete employee lifecycle. This senior role offers the opportunity to leverage extensive expertise in global HR operations, applying advanced knowledge to all case types while making a direct impact on employee experience for thousands of employees across multiple markets.Scope of Role:Regional coverage: EMEA and North America with expert knowledge across multi-jurisdictional requirementsWork arrangement: Hybrid based in Glasgow with shift coverage to support North American operationsImpact: Expert-level service delivery across all case complexities leveraging advanced knowledge and experienceKey Responsibilities:Service delivery & customer excellenceHandle HR cases from routine inquiries to complex cases requiring specialized knowledge of employment law, policies, and cross-border regulationsHandle escalated cases and VIP requests requiring heightened attention, discretion, and rapid resolution while maintaining exceptional service standardApply expert judgment to all case types, ensuring efficient resolution of simple queries while providing sophisticated analysis for complex mattersDeliver exceptional customer service leveraging extensive experience to provide comprehensive, accurate responses across all interaction typesShare expertise and knowledge with team members through informal guidance while maintaining focus on individual case deliveryTransaction management & data integrityExecute full range of HR transactions from routine updates to more complex cases including reorganizations, international transfers, and sensitive separationsApply advanced validation techniques to all transaction types, leveraging experience to identify potential issues and ensure accuracy across simple and complex scenariosManage sophisticated system processes utilizing expert knowledge to navigate complex configurations while efficiently handling routine transactionsMaintain First Time Right excellence across all transaction complexities, using expertise to prevent errors and streamline processingProcess excellence & continuous improvementChampion process excellence by applying extensive knowledge to identify improvement opportunities across all process typesLeverage experience to streamline both routine and complex processes, sharing insights that benefit overall team effectivenessSupport process enhancements by providing expert input on procedure updates and system improvements based on comprehensive case experienceDrive knowledge sharing through expert handling of diverse case types and informal mentoring of colleaguesCompliance & risk managementEnsure full compliance with data privacy regulations (GDPR, local privacy laws) and employment legislation across supported regionsMaintain audit-ready documentation and support compliance reviews with accurate, complete recordsProtect sensitive employee data through adherence to security protocols and confidentiality requirementsIdentify and mitigate risks related to data handling, process compliance, and regulatory requirementsStakeholder collaborationBuild trusted relationships across all stakeholder levels, applying experience to navigate both simple and complex stakeholder needs effectivelyCollaborate effectively with Payroll, Benefits, and specialist HR teams to ensure seamless end-to-end service deliverySupport cross-functional initiatives that enhance employee experience and operational efficiencyRepresent the HRSS brand positively in all interactions, demonstrating expert-level service regardless of case complexityParticipate in data cleansing activities to ensure all employee records meet global and local compliance requirements prior to and after migrationOrganizational relationships:Reports to: Manager, HR Shared ServicesDirect Reports: NoneMatrix Relationships: Centers of Excellence (COEs), Payroll, Legal, Finance, HRIS, Benefits teamsPrimary Location: Glasgow (Hybrid working arrangement)Job requirements:Essential experience:7+ years in HR operations, shared services, HR Generalist roles, or related fields with demonstrated progression in case complexityExpertise in HR case management, from routine queries to complex employee relations across UK, Germany, Nordics, Switzerland, North America, and other EU countriesAdvanced HRIS experience with expert-level system navigation, transaction processing, and troubleshooting capabilitiesProven track record of efficiently handling high-volume caseloads while maintaining quality across all complexity levelsLabour law and regulatory framework knowledge across multiple jurisdictions with practical application across diverse case typesExperience managing escalated cases and VIP stakeholder requests with demonstrated ability to maintain confidentiality and deliver exceptional service under pressureCore Competencies:Expert efficiency: Ability to quickly assess and appropriately handle cases across all complexity levels using extensive experienceAdvanced judgment: Sound decision-making across routine and complex matters requiring discretion, business acumen, and regulatory knowledgeComprehensive expertise: Deep knowledge of HR operations enabling efficient resolution of any case type encounteredSophisticated problem-solving: Ability to apply experience and knowledge to resolve challenges quickly and effectively regardless of complexityAdaptability & expertise: Seamlessly transitions between routine and complex cases, applying appropriate level of analysis and attentionCultural intelligence: Deep understanding of cross-cultural dynamics enabling effective case resolution across diverse European and North American marketsCommunication & language:Fluent English (essential for documentation and stakeholder communication)Additional European languages highly valued for enhanced regional support (German, Swedish, Finnish)Technical proficiency:Advanced HRIS knowledge with ability to navigate complex system configurationsCase management expertise using enterprise ticketing and workflow systemsData analysis capabilities for trend identification and process improvement insightsWhat We Offer:Career development within a global HR organizationExposure to international markets and diverse HR practices across EMEA and North AmericaSkill development opportunities in specialized HR areas and emerging technologiesHybrid flexibility combining collaborative office time with remote work efficiencyGlobal team collaboration with colleagues across multiple time zones and culturesModern technology stack and tools that enable efficient, high-quality service deliveryThis role offers an exceptional opportunity to leverage extensive HR operations expertise while handling diverse cases and making a meaningful impact on employee experience across multiple markets.ABOUT USCoherent is a global leader in lasers, engineered materials and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. It''s an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us!Note to recruiters and employment agencies: We will not pay for unsolicited resumes from recruiters and employment agencies unless we have a signed agreement and have required assistance, in writing, for a specific opening.JOB INFOJob Identification2009379Posting Date11/11/2025, 04:45 AMDegree LevelBachelor''s DegreeJob ScheduleFull timeLocations Todd Campus West of Scotland Science Park, Glasgow, GB(Hybrid)Pay ScaleS07LinkedIn#LI-LA1